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IT teams are overwhelmed, the great resignation has not helped, and the increased demand for technology and support is compounding the resource drain organizations have been struggling with for the last few years. For IT service desk teams, this often means they are struggling with high ticket volumes and cannot meet SLAs (service level agreements) for the tickets they are working on.
And it’s not just a matter of resources available to work on tickets, many organizations are stuck with technology debt and trying to use older legacy systems or homegrown IT ticketing tools to manage service delivery.
Instead, organizations should be looking to migrate to IT Service Management (ITSM) software that can enhance available resources and provide automation to make up for the resources they lack.
A pain point we hear often from IT is that the IT help desk can’t triage tickets appropriately in these older systems – often all IT tickets are going into one queue, and sometimes this is happening via email which means that things like ticket categories are not in use.
Ultimately teams need to sift through all of the tickets manually and decide where to put them – this activity alone is draining valuable resource time and causing massive delays for end-users.
Many of these older IT service management software systems don’t offer automation, or maybe they do but it was never implemented correctly, so now the IT service desk is left spending hours each day reviewing tickets and assigning them manually.
So why are so many teams still moving tickets manually?
There are really two reasons. One is that their current ITSM platform doesn’t have automation or workflow capabilities; and the other is that while it does, it may be complicated to implement, maybe even requiring technical resources or programming to build the automation. And with resources already hard to come by, it’s likely not going to be utilized.
In TeamDynamix, automation and workflows are created using drag-and-drop functionality so there is no programming or coding required to set up automations. Anyone with access to the tool can start building out automated workflows for a variety of tasks.
When building out automation, there are many different methods that can be used:
With SUNY Brockport’s old ITSM system, changes to the service catalog and to workflows and permissions had to be programmed. Integration with third-party software tools required the university to hire an outside consultant. Even the end-user interface was complicated, making it hard for users to check on the status of service requests.
“When we looked at our costs over time, we realized we were spending the equivalent of an entire full-time employee just managing our old system and making changes as needed,” Stephen Cook, Director of Information Technology Services, said.
In searching for alternatives, SUNY Brockport discovered that TeamDynamix would cost less to license and operate over time.
“We realized our ‘super’ users could actually make changes quickly for themselves because it’s more agile, with a graphical user interface,” he said. “That would allow us to make changes on the fly.”
As a testament to the system’s ease of use, implementation began in April 2019 with a team of four people. By July 1 of 2019, SUNY Brockport had completed Phase 1 of the implementation process, which included launching the ticketing system, service portal, and knowledge base.
“We had a service catalog and knowledge base already, but we had to recreate these within TeamDynamix,” Cook said. “We did all of that in less than three months.”
The City of Avondale, Arizona wanted to respond to citizens’ needs faster and more effectively. By leveraging a single portal with automated request routing and workflows, the team can be more responsive and transparent with citizens.
The government office consists of 14 departments serving nearly 100,000 residents. Its use of TeamDynamix (TDX) began within the IT department, which was looking for a better way to support employees’ use of technology through ITSM.
“Before, people would have to call or email our help desk with their service requests,” said CIO Jeff Scheetz. “However, now with the portal, IT has been able to create workflows and automation, rather than managing the many email and ticket requests. The workflow ensures that the requests are handled efficiently and provides additional reporting capabilities. Before, it was hard to prioritize tasks without a full view of what was going on.”
In just a little over a year, Scheetz and his staff transformed the delivery of IT service for the city using the TeamDynamix platform.
Looking to learn more about ITSM best practices? Read this: 5 Ways to Improve IT Service Management.
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