A new study from Information Week and TeamDynamix shows companies are looking to invest in IT Service Management (ITSM) software that is simple to administer and includes codeless automation. When looking at top challenges, 44 percent of participants said their number one issue is administrative burden and the costs associated with it. Many are looking to move to codeless platforms that offer a lower overall cost of ownership. In addition, many say hidden costs in ITSM platform administration are causing them to look for more viable ITSM solutions that require less overhead.
Another top challenge, according to 41 percent of respondents, is the excessive manual processing and a lack of ITSM automation. Many are looking for an ITSM tool that provides better automation and workflow so IT teams are spending less time on repetitive, mundane tasks.
Prior to using TeamDynamix NaphCare, an Alabama-based company providing healthcare services and software to correctional facilities, was using a limited and less efficient platform to facilitate the delivery of IT service. The former IT Service Management platform wasn’t ITIL-compliant and lacked important features, like automation and self-service capabilities, that would significantly improve the delivery of IT service.
As NaphCare provides and supports software, they needed an effective IT support team with faster response times.
Switching to TeamDynamix has allowed NaphCare’s IT support team to build a self-service portal and automate key processes, resulting in faster, more efficient IT service—as well as happier customers.
With the help of TeamDynamix, NaphCare’s IT Service Desk team has been able to provide exceptional service with the same number of IT staff—without missing a beat.
Barry Bowden, NaphCare’s IT Service Desk manager, oversees NaphCare’s IT Service Desk team which supports technology for the 4,600 people who work for NaphCare, as well as the users of NaphCare’s electronic healthcare records (EHR) software, TechCare.
“The thing that shined for us was the self-service portal, which could be highly customized and was easy to use without requiring much administrative overhead,” Bowden says.
Another way TeamDynamix is helping NaphCare IT staff work more intelligently is by automating routine tasks.
Using TeamDynamix’s enterprise automation and integration tool, iPaaS, enables IT staff to create customized integrations and automated workflows between TeamDynamix and other software programs using a simple drag-and-drop process. The tool is codeless, meaning you don’t need to know how to code to build the workflows.
iPaaS allows TeamDynamix users to create highly customizable workflows for automating a variety of tasks and processes easily. “With iPaaS, we’re looking at automating tasks to take some of the things we do manually out of the hands of IT staff, so they can be more efficient,” Bowden says.
Using iPaaS, Bowden plans to connect TeamDynamix with Adaxes and build a customized workflow to create new user accounts from this information.
Automating this process will enable it to be completed in under five minutes, he says, with very little human intervention needed—freeing up the IT employee responsible for this task to do more strategic work, “That employee can be reallocated to other areas to work on more complex projects,” Bowden said.
There are also plans to automate software provisioning for programs like Microsoft Office.
“It will take me a week, right now, to go in and install Microsoft office on all the accounts that request it. With automation in place, I won’t need to touch those requests unless there’s a problem. People will be able to go to our portal, put in the request and automatically get the software,” Bowden said. “That’s a full week of time I can get back to work on other things. That will be a huge benefit for us.”
