The 2022 Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech 2022 ITSM Quadrant and Customer Viewpoint report to gain a better understanding of key vendor strengths and emerging market requirements.
This eBook highlights examples of how no-code automation with the right ITSM platform can help.
We’ll show you some of our best situations and show you exactly how to execute them to get immediate results. The best part is, iPaaS tools often feature easy-to-use click and drag functionality, meaning you don’t need a dedicated employee building integrations and workflows.
A new era for Service management; automation emerges to supercharge ITSM, eliminating repetitive, mundane tasks. Download this market study to benchmark against your peers and to gain a better view into how you can reduce resource drain by introducing codeless integration & automation around ITSM/ ESM.
System Integrators, Value Added Resellers, Technology Providers, and Buying Consortiums can benefit from a partnership with TeamDynamix.
The 2022 Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech 2022 ITSM Quadrant and Customer Viewpoint report to gain a better understanding of key vendor strengths and emerging market requirements.
In an organization, IT is rarely the only group that offers services – whether to employees or customers. But not every group has an organized system for service requests.
Many groups or departments, outside of IT, may rely on emails, phone calls or merely stopping and chatting in the hallway as a way of communicating these requests – requests like:
And while this may get the job done, you should consider what can be lost when a formal service management process isn’t in place.
Another key area to focus on is the knowledge base – having a central repository of all company information, departmental information, forms and other reference documents can save considerable time. Rather than answering the same question over & over again, teams can point to these articles.
Enterprise Service Management (ESM) fills in the gaps by addressing these areas, leading to higher efficiency, lower operational costs, improved service levels and increased satisfaction.
To successfully implement an ESM platform throughout an organization, you need to think through use cases for each department and not assume everyone uses the same language and processes. To be successful, each group needs a purpose-built solution. Simply taking an ITSM platform and trying to duplicate it in each group will not work. Each department needs to be able to ideate and create their own service solution WITHOUT dependency on IT. For this, you likely need a platform that is codeless.
If marketing wants to add a new service to the catalog, or a new request type, or wants to create new content in the knowledge base – they should be able to do so without using IT resources. The goal of a good ESM platform is to be easy to use, easy to own and easy to operate.
Good ESM platforms provide:
In short, ESM gives companies the tools and mechanisms they need to ensure they’re solving customer problems efficiently and productively.
When Florida Atlantic University CIO Mehran Basiratmand expanded service management across the FAU campus, he worked hard to create a positive culture around the move. His campus has 15 IT departments outside of the central IT and around 75 employees using the platform, “As you can imagine, it is daunting to get anything done at the institutional level,” he said.
So when the decision was made to scale their ITSM into ESM he needed to establish a culture that embraced using a single tool to enhance technology – bringing project management together with the service management.
To do this Basiratmand and his department agreed to cover all costs associated with the platform for all groups using it across campus, “We have had so much success, now we see groups asking us, ‘can we set this up for asset management or for tracking student success?’ So now, it is going beyond where we had originally intended.”
You can hear more from Basiratmand in the video below.
Want to learn more about Enterprise Service Management? Check out our on-demand webinar – Service Across the Enterprise: Gaining Buy-In for an Enterprise Roll-Out
IT Service Management is the practice of managing IT operations as a service, but in an enterprise organization, IT is rarely the only group that
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
It’s no secret IT departments are busy – especially now. And because so many IT departments are focused on triaging their support by focusing on the most
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