At the City of Madison, the TeamDynamix platform is being used to support digital transformation initiatives with great success.
Like many other businesses and organizations – the demand for service has gone up exponentially over the last few years as IT now has to support better digital experiences and a “service anywhere, anytime” mentality, even within the public sector.
“Demand for service is skyrocketing, but our staff levels have stayed relatively the same,” Abigail Ferguson, Customer Success Manager for the City of Madison’s Information Technology, said.
To address the growing demand, the City of Madison is taking a proactive approach and combining Project Portfolio Management with ITSM using a single platform through TeamDynamix, “This is going to help us really get a sense of what projects align with our strategic goals. We can see what projects align with our service catalog that exist today and take a more proactive approach with our customers and other agencies,” she said.
And reactively, Ferguson said they really want to lean on utilizing their ITSM tool and tickets to help staff better manage their time and improve efficiency.
“We historically haven’t tracked the amount of time we spend on resolving tickets or on a project or task,” she explained, “So we are asking everyone to do that now using our tool so that we have a better picture of what expenditures do we have (in terms of staff time) and then we can use that to have a holistic view of resources so we can do resource capacity planning.”
Once they know their baseline for certain tasks and projects they’ll be able to identify areas where they might be able to make process improvements and provide a quicker, better customer experience.
This single platform approach for ITSM and PPM is also going to help the city identify what projects should be a high priority and what projects can be turned down or scheduled for a later time, “In government, you can’t always say no – it’s more of a ‘we can do that later’ so we want to be able to support our staff and our citizens the best we can by prioritizing the work,” Ferguson said.
Festival Foods, a grocery store chain that operates about 40 grocery stores and supports 9,000 employees with an IT staff of 40, including a seven-member service desk, also uses TeamDynamix for both ITSM and PPM, as well as iPaaS.
“Before, we had no project governance process,” Alex Turek, IT service desk manager, explained. “It was very ad-hoc. Whoever could scream the loudest got the most IT resources. Finding a tool that also included PPM was huge.”
Managing projects and IT services within the same platform has brought significant benefits, leading to improved efficiency and accountability.
“Technicians can see their project work and their IT work in one space,” Turek said. “This means it’s easier to communicate and ensure follow-through. Project managers can assign tasks to my service desk team within the same dashboard they’re using to resolve tickets. Those pop right up, helping them be aware of all their tasks and priorities so they can easily meet their deadlines.”
The next step for Turek and his team is to leverage the integrated Platform-as-a-Service (iPaaS) capabilities within TeamDynamix to automate their most repetitive processes.
“We’re looking to automate tasks such as password resets, user account deactivation, user onboarding and other tasks we do often, so we can reduce the daily workload on our team,” Turek said.
Want to learn more about the benefits of bringing ITSM and PPM together with iPaaS? Check out:
