Paving the Way for Better IT Service with the Right ITSM Tool
The construction industry can be very volatile, with a high employee turnover rate due to seasonal fluctuations in the workforce. A key challenge for the
The Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech ITSM Quadrant and Customer Viewpoint report today.
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System Integrators, Value Added Resellers, Technology Providers, and Buying Consortiums can benefit from a partnership with TeamDynamix.
The Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech ITSM Quadrant and Customer Viewpoint report to gain a better understanding of key vendor strengths and emerging market requirements.
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 before. But what does the future hold for IT Service Management? And how can you make sure your organization is ready for it? In this article, we’ll take a look at some of the latest trends in ITSM automation and how they’re changing the game.
ITSM has come a long way since its inception. From manual processes to automation and everything in between, ITSM is continuing to evolve. Automation has made IT service management more efficient, cost-effective, and reliable. It’s also enabled organizations to focus on strategic tasks rather than mundane ones like maintaining systems or dealing with tedious tickets.
While ITSM tools help organizations improve service delivery, enhance customer experience, and reduce operational costs, automation has allowed ITSM to move beyond manual processes for tasks like incident response, problem management, and change management. ITSM automation helps streamline operations and enables teams to focus on delivering value to customers rather than tedious activities.
The benefits of automation and ITSM are numerous. Here are just a few:
Using automation to reduce the drain on IT resources and provide a better service experience is one of the key initiatives for digital transformation in the financial services industry. And to achieve success in this area, you need the right people, processes and technology in place.
“We’re lean and mean,” Deborah Rojas, Chief Information Officer for Charter Oak Financial says. Her department supports the IT needs of 300+ financial professionals and nearly 200 other staff with only a handful of full-time employees.
With TeamDynamix ITSM, the practice optimization team has created a single point of contact for IT and other types of support: a “one-stop shop” for people to get help.
“We had a merger three years ago, and people are still trying to learn names, functions, and responsibilities,” Rojas says. “Seats changed, and responsibilities changed. So, we said, let’s just keep it simple and use one email address and one phone number. With that, we’re providing the simplest way that people can find an answer to their questions.”
Automated workflows help ensure that IT service tasks are completed in a timely manner, and Rojas and her team have full visibility into the status of service requests—as well as the data they need to measure the team’s effectiveness.
Besides improving the ticketing experience for users, Rojas’ team has also streamlined offboarding processes, and they’re now working on transforming onboarding and developing the knowledge base.
“When you think about bringing someone into an organization, there’s so much that needs to be done,” Rojas says. “We want to help that person feel welcomed into our organization, understand the entire platform and who to talk to. We need to think bigger and bolder and then have some consistent way to deliver that experience, and TeamDynamix lines up well for that.”
When it comes to automated ITSM, most platforms have some automation built in. However, this automation is limited to the tool. When you pair your ITSM with an integration and automation tool like iPaaS (integration platform as a service) you get a modern, cloud-based solution for automating ITSM tasks both within your ITSM solution and with other tech and tools throughout your organization. With iPaaS, you can quickly and easily integrate your ITSM tools with other applications and platforms (Salesforce, Workday, Active Directory and many more), allowing you to automate tasks and improve efficiency.
When evaluating iPaaS vendors, it’s important to consider the following:
There are a number of trends in ITSM automation that organizations should be aware of. Here are a few:
All these trends point towards a future where ITSM is increasingly automated and driven by technology. Organizations that want to stay ahead of the curve should start planning now for how they will accommodate these changes and leverage the power of automation for their own benefit.
To learn more about trends in ITSM and iPaaS check out the latest market study from InformationWeek: State of IT – Resource Drain.
The construction industry can be very volatile, with a high employee turnover rate due to seasonal fluctuations in the workforce. A key challenge for the
A study from Information Week and TeamDynamix shows companies are looking to invest in IT Service Management (ITSM) software that is simple to administer and
When it comes to improving IT Service Management (ITSM) maturity, many organizations turn to ITIL – a framework that guides users through a process-based approach
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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