Paving the Way for Better IT Service with the Right ITSM Tool
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When it comes to rolling out Enterprise Service Management (ESM) within an organization there can be several hurdles that impact overall user adoption.
ESM is an innovative approach to IT service management that focuses on the end-to-end delivery of services throughout an entire organization – not just IT. In essence, ESM takes a holistic view of service lifecycle management and seeks to enable efficient service delivery across all areas of the business.
ESM can help to increase visibility and control over operations, streamline processes across departments, leverage automation technology to reduce manual effort and add value to the customer experience. Additionally, it can help identify and resolve problems quickly while driving continuous improvement initiatives throughout the organization.
Expansion to ESM can be a critical part of digital transformation for an organization. Especially when you invest in an ESM platform that includes automation and integration capabilities.
Casino Arizona and Talking Stick Resort, have been using ESM for years and just recently switched to TeamDynamix ESM after outgrowing their previous ESM solution.
Independently owned and operated by the Salt River Pima-Maricopa Indian Community in Scottsdale, Arizona, these casino and resort properties employ about 3,500 people altogether. For more than a decade, they’ve benefited from having a “one-stop” service portal that employees could use to request everything from housekeeping services to clean a room before a special event, to the purchase and provisioning of new technology or a security badge for a visiting vendor.
“Our legacy platform didn’t have the flexibility to grow along with us as our needs evolved,” Program Manager, Adam Dunn, said.
In looking for a new ESM platform, Casino Arizona and Talking Stick Resort wanted the ability to configure the system easily and make changes flexibly and dynamically. “We looked at a number of systems,” Dunn said. “In TeamDynamix, we found the one that was most user-friendly.”
With its “low-code, no-code” design, TeamDynamix is highly configurable, allowing organizations to create personalized service categories (both simple and complex) and build customized workflows for managing multistep processes.
In addition, the platform’s enterprise Integration and automation capabilities allow IT staff to create customized integrations between TeamDynamix and other software programs using a simple, drag-and-drop flow builder. And because TeamDynamix is easy to use and configure, it lends itself nicely to ESM and can be easily adopted by departments outside of IT.
Phase one of the properties’ implementation of TeamDynamix has involved the IT and AV departments. Phase two includes housekeeping and security.
In housekeeping, for example, one of the areas the tool will be used to help with is resource capacity planning around events.
“We have an event space where we host a variety of different things,” Dunn said. “We’ll be using the tool to get out in front of these and schedule housekeeping for room cleanings before and after these events. All of these housekeeping requests can be scheduled and managed through a ticket. This allows our housekeeping department to see what events are upcoming that they need to plan for and staff appropriately. And if we have a performer coming into our nightclubs, a lot of times housekeeping is tasked with clearing space, so they can see when those requests come in and make sure the right resources are available.”
So why don’t more organizations use ESM?
For many, implementing Enterprise Service Management can be a complex and time-consuming process. From limited resources to user adoption issues, there are many hurdles that need to be overcome in order to ensure your team’s success. However, with the right strategies and tools in place, these challenges can be effectively managed so they don’t become roadblocks to progress.
To be successful, an ESM strategy needs your entire company to buy in. But, it can be challenging for everyone to get on board. It requires a great deal of planning and foresight to ensure success – something that is not always easy to obtain. Some of the biggest hurdles leaders face when it comes to ESM adoption are:
And while overcoming these obstacles isn’t easy, there are steps organizations can take toward ensuring successful enterprise service management adoption.
With the right strategies and ESM tool in place, you can effectively manage and overcome hurdles to adoption so they don’t become roadblocks to progress for your organization. Below are four key tips for helping you bridge the gap between theory and practice when it comes to ESM adoption:
Ultimately, there’s no quick-fix solution when it comes to ensuring successful Enterprise Service Management adoption. It requires careful planning, foresight and dedication in order for it all to come together without any major hiccups along the way.
By utilizing strategies such as proper communication between stakeholders; leveraging advanced analytics tools; investing in intuitive platforms and focusing on user adoption you can work towards full ESM adoption and start seeing the benefits to your organization.
For more tips on successfully implementing ESM, check out: Tips for Getting Enterprise Service Management Buy-In
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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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