At Pima County, one of the goals of bringing on TeamDynamix for IT Service Management (ITSM) and iPaaS (integration platform as a service) is to reduce the toil caused by these types of tasks.
“People feel so much more empowered and have so much more worth when they are doing things that are intellectually rigorous and challenging versus when they are just repeating the same mechanical actions over and over and over with very little thought,” Mark Hayes, information technology leader at Pima County, said.
With TeamDynamix now in place, Pima County is looking to automate and integrate as much of the manual ITSM processes into workflows as they can both in IT and throughout the rest of the organization.
“The drudgery of working through mundane, repetitive tasks doesn’t exist just in IT,” Hayes said. “I think the more we can reduce toil within the departments that we support, the more people are going to buy in and understand the value of what we’re trying to achieve. There’s nothing like success to breed more success, and once other departments see the benefits they’re going to want these tools too.”
iPaaS is a powerful tool for organizations looking to integrate systems and automate processes, offering improved security, time and resource savings and better service for end-users. By adopting an iPaaS solution, businesses can streamline their operations, enhance productivity and stay ahead in the competitive IT landscape.
One of the key advantages of iPaaS is its no-code nature, which empowers technical employees across the organization to set up their own integrations and automations. This democratization of technology reduces the dependency on IT teams, who often face a backlog of requests from various departments.
By enabling non-IT employees to create and manage their own integrations and automations, iPaaS frees up IT staff to focus on higher-level tasks, such as strategic planning and cybersecurity. This not only improves overall efficiency but also fosters a culture of innovation and collaboration within the organization.
“With iPaaS, we’re looking at automating tasks to take some of the things we do manually out of the hands of IT staff, so they can be more efficient,” Barry Bowden, IT Service Desk manager at NaphCare, said.
NaphCare is an Alabama-based company providing healthcare services and software to correctional facilities. They use TeamDynamix for both iPaaS and IT Service Management (ITSM).
Bowden said iPaaS will save him significant time. Currently, setting up and provisioning IT accounts for NaphCare employees is a multi-step process.
NaphCare uses a software program called Adaxes to automate the provisioning of accounts within Active Directory, but IT staff still have to coordinate with both HR staff and the managers of various departments to confirm what IT privileges employees should have—such as whether they should get a free or paid Zoom account. Bowden’s staff includes one full-time employee whose sole responsibility is to perform this work.
With iPaaS in place, NaphCare has created automated workflows for contacting HR and department heads to collect the necessary information. Using iPaaS, Bowden plans to connect TeamDynamix with Adaxes and build a customized workflow to create new user accounts from this information.
Automating this process will enable it to be completed in under five minutes, he says, with very little human intervention needed—freeing up the IT employee responsible for this task to do more strategic work, “That employee can be reallocated to other areas to work on more complex projects,” Bowden said.
There are also plans to automate software provisioning for programs like Microsoft Office.
“It will take me a week, right now, to go in and install Microsoft Office on all the accounts that request it. With automation in place, I won’t need to touch those requests unless there’s a problem. People will be able to go to our portal, put in the request and automatically get the software,” Bowden said. “That’s a full week of time I can get back to work on other things. That will be a huge benefit for us.”
Want to learn more about iPaaS and the positive impact it can have on an organization? Check out the latest market study from InformationWeek: State of IT – Resource Drain.
