CIO Tips: Key Benefits of Codeless ITSM

When CIOs look at their 5-year tech plans, they are often challenged to migrate spending away from basic ‘keep the lights on’ investments toward more strategic and transformative endeavors. When looking at the IT budget, it is important to look at the actual tech costs as well as the administrative costs associated with supporting the tech – especially when there are other things to consider, like the changing economic environment – that could impact future budgets and resources.

Why CIOs are Interested in Codeless ITSM Platforms

IT Service Management (ITSM) is an absolute requirement for any IT team. The platform is used to service end-users, manage change across an organization, organize assets and store critical knowledge. However, the platform itself should not drain IT resources when it comes to the daily care and administration of the solution – this is the single biggest reason CIOs are looking for codeless ITSM solutions for their business.

But a lower total cost of ownership (TCO) isn’t the only factor that plays into the attractiveness of codeless ITSM tools, there are other key benefits too.

Reduce Administrative Resources with Codeless ITSM

Many times, organizations will take on an ITSM tool that’s too large and too complex for their organization’s needs. They are sold on a brand name and features and functionalities that, in fact, they don’t necessarily need or will practically use once the ITSM tool is in place. This often results in them paying for licensing fees or modules they don’t need. In fact, sometimes organizations will report they have as many as 8 dedicated resources administering their ITSM tool; often consuming technical experts to create forms, workflows, integrations and scripts.

But codeless ITSM systems allow organizations to manage the platform with less than a full FTE; this could be to create configurations, to create new workflows, to set up an automation or even to create a new form.

A lower TCO and less administrative burden was the reason the University of Michigan switched to TeamDynamix. In their case study, they highlighted how the enterprise site licensing model for TeamDynamix allows the university to have more people resolving service tickets, resulting in improved problem resolution and an improved experience for students, faculty, and staff.

Codeless Service Management Means Faster Expansion for Enterprise Service Management (ESM)

When you consider the evolution of ITSM platforms, one key development has been the expansion to Enterprise Service Management. The concepts and structure that worked so well for IT, are now working for other teams such as HR, marketing and facilities. However, to really make this work, the platform needs to be truly codeless. This allows for the quick and easy spin-up of new applications for various groups and then with segregated admin, each group can easily manage its own application. 

For instance, if HR wants to create a new form for “Register Child for Bring Your Child to Work Day” – this can be done. HR can create a form, add the widget to a desktop for tracking and even put a button the portal – all without the assistance of IT resources.

Codeless ITSM Makes Enterprise Integration Easy

When systems run in code-heavy environments, it makes integration harder. This is another reason why CIOs are seeking codeless platforms that can be more easily integrated. ITSM platforms, like TeamDynamix, are now also using codeless iPaaS to facilitate enterprise integration and workflow.

Low-code/no-code automation tools like iPaaS are a great way to automate and integrate systems across an organization and reduce the toil, allowing your organization to be more competitive and nimbler with less friction and a better end-user experience.

iPaaS centralizes all integrations into one hub with a library of connectors to common systems such as Workday, Oracle, your IT service management (ITSM) platform, Salesforce, the Active Directory, Azure, and hundreds more, as well as any APIs. With all systems connected and data points now secured in one spot, end-users can leverage the platform to move data, transform data, and build out automation and workflows using a visual flow builder that can be triggered from a field change, form fill or any number of actions.

By combining ITSM/ESMproject portfolio management (PPM) and iPaaS on a single platform you can automate tasks, both simple and complex, as well as connect disparate systems throughout your organization – all through a codeless platform, meaning anyone can use it. You no longer need to be bogged down by repetitive or mundane service requests.

For CIOs looking to relieve budgets and reduce the drain on resources, codeless platforms are a great solution.

Want to read more about why others are making the switch to TeamDynamix? Read our latest eBook: Automate IT – A Playbook for Supercharged ITSM.

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