
How Automation Has Changed IT Service Management
As anyone in the IT industry can attest, automation has changed the way we do things. It’s brought about efficiency and cost savings like never
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IT service change management is the process of identifying, classifying, controlling, communicating and reviewing changes that may affect IT services. The Information Technology Infrastructure Library (ITIL) is one of the key IT frameworks that address IT service change management. In TeamDynamix, IT service change management is all handled within Ticketing Applications.
IT service change management is a way for IT professionals to work together more effectively and more efficiently – it involves thinking through the potential impact of making a change, such as a system upgrade or reconfiguration and then developing a process that will cause the least amount of disruption.
With effective change management, you can prevent unforeseen complications and your IT team can spend less time resolving issues related to whatever upgrade or enhancement was made. And this is important because studies have shown that 80% of IT outages are due to changes, so having proper change management in place is critical in ensuring quality IT service.
Typically, IT service change management includes changes to production systems. However, institutions may also include changes to development systems, IT processes or even to the IT organizational chart. Organizations that want to avoid issues when updating these systems and processes track these types of changes within their IT Service Management (ITSM) tool to ensure the potential risks and impacts are identified and to help ensure any planned changes can be implemented with minimal negative impact to employees and customers.
When it comes to getting started with change management there are a few steps to follow:
It is common for change approval to happen after the change has been built and tested, prior to the production roll-out of a change. However, this means that the change management process is always stalling the production implementation, which can lead to many emergency or expedited changes.
In TeamDynamix ITSM, IT service changes are recorded as a ticket classification change. Change tickets often have workflows associated with them to map to an organization’s change management processes. One institution may have one simple notification-based change process; another may have a large set of change workflows depending on the ticket type or level of risk identified.
These issues may affect how quickly you can implement an IT service change management process:
The following are examples of IT service change management:
“We started our search with Info-Tech looking at just change management tool to add to our existing ITSM tool at the time, then realized we also wanted to find a tool that could help us automate processes,” he said. “Info-Tech provided us with some great options, so we started the vetting process and found that TeamDynamix really fit our needs – not just for change management and automation, but for everything.”
“We were blown away by all that TeamDynamix offers, and our renewal was up with our former ITSM tool so we decided to just replace it all,” Keyon Farrier, service desk manager at Legacy Supply Chain Services, said. “We were really excited about the out-of-the-box features from TeamDynamix and knew the tool would help not just with change management and automation, but with some of the other challenges we were facing as well.”
As a result of the switch to TeamDynamix “we’ve become a lot more efficient as a team because we’re getting the right tickets to the right people faster,” said Farrier. “We can now respond to service requests quicker as well. And we have a lot more visibility in terms of reporting.”
With TeamDynamix, the Legacy Supply Chain Services implemented a self-service portal—and IT staff have taken the time to build out forms that gather as much information on the front end as they can. As a result, “We’re now able to provide support in a timelier fashion,” he said.
What’s more, by expanding the number of service categories they have, Legacy’s IT team has been able to create more accurate reporting.
“Having better reporting has allowed us to focus our attention on areas that are demanding change,” Farrier said. “We can engage the right individuals to bring forth the right type of change based on the data we’re seeing.”
With more accurate information, Farrier and his team can address the root cause of problems, instead of repeatedly addressing the same types of service issues. “This has been a tremendous help to our overall processes and reducing the drain on our IT resources,” he concluded.
Looking to learn more about ITSM change management? Check out: ITSM Change Management; a Risk-Based Approach to Change Review and Approval
As anyone in the IT industry can attest, automation has changed the way we do things. It’s brought about efficiency and cost savings like never
The IT team is often the backbone of any organization and because of this, they find themselves oscillating between putting out fires and planning for
Are you looking to transform your IT Service Management with new, modern ITSM software? An ITSM tool that’s purposefully built to support the requirements of
TeamDynamix’s award-winning SaaS cloud solution offers IT Service and Project Management together on one platform with enterprise integration and automation.
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