Expansion of hospitality ITSM functions to ESM could alleviate a lot of business stakeholder pain points across business units, particularly around resource capacity planning. While many industry leaders engage in these kinds of ITSM-to-business crossovers, most hospitality organizations just aren’t there yet with ESM. The survey showed that less than a third of hospitality organizations have an ESM program in place. What’s more, 59% of respondents say they use their ITSM platform exclusively for IT. Another 26% who use it elsewhere only use it for one other department.
But expansion to ESM can be a critical part of digital transformation. Especially when you invest in an ITSM/ESM platform that include automation and integration capabilities.
Great Eastern Resort manages multiple properties in Virginia. Each of the resort’s services uses its own type of software. The restaurants use a point-of-sale system designed specifically for food service, for instance—while the hotels use a separate system for checking in guests including Massanutten Resort in the mountains of Virginia. This all-season resort features vacation accommodations, an indoor and outdoor water park, golf courses, a spa, several dining establishments and a variety of seasonal activities such as skiing, snowboarding, ice skating, hiking and mountain biking. Each of these core offerings sits on its own tech stack – each requiring support. All of this adds up to a busy IT team in need of the right ITSM software.
“Pretty much each entity we support has its own software that best meets the needs of its environment,” Ronald Johnson, a help desk technician for Great Eastern Resort, said.
The company’s old ticketing system was a time drain. Because it was hosted internally, technicians in the field didn’t have easy visibility into open tickets—and updating the old system took a great deal of effort. The system also required lots of manual updating, there was no automation and lackluster reporting.
Moving to TeamDynamix for IT Service Management has allowed tech staff at Great Eastern Resort to reclaim all that lost time and eliminate frustration. “The difference is like night and day,” Johnson said.
In searching for a new ticketing system, McNeely involved his entire IT support team in the decision. They wanted an all-inclusive, web-based IT Service Management platform that could also handle asset and Project Portfolio Management.
“One of the things we look for in any new product is, if we implement it, how many resources do we get to free up?” McNeely explained. Implementing TeamDynamix has allowed Great Eastern Resort to retire at least three different systems, he notes: its old ticketing system and a database server, as well as the company’s old asset management system.
After reviewing multiple products, the team chose TeamDynamix because they liked how easy it was to use. “The platform’s no-code design allows IT staff to customize the software easily” explained McNeely. “Without having to spend valuable time and resources on coding, we can easily configure the system to meet our unique needs. The interface is also highly intuitive for employees to use.
“I’ve had a lot of feedback from our client base saying they love the simplicity of TeamDynamix,” Johnson said. “It’s so much easier to submit a ticket to us. That makes everything flow a lot better, and it allows us to help our end-users quicker.”
TeamDynamix allows IT staff at Great Eastern Resort to work more efficiently. For instance, McNeely’s team has developed automated workflows for onboarding new hires and routing tickets instantly to the appropriate technician, leading to faster response times. “We’ve probably only scratched the surface in terms of what TeamDynamix can do from an automation standpoint,” he said.
Because his team couldn’t do a lot of data tracking with its old ticketing system, McNeely says it’s hard to quantify how much time his IT technicians are saving using TeamDynamix—but he says it’s significant. “It’s so much easier to create a ticket in TeamDynamix than in our previous system,” he observed.
And while Great Eastern Resort is just now branching out into ESM, another hospitality organization, Casino Arizona and Talking Stick Resort, has been using ESM for years and just recently switched to TeamDynamix.
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.
However, the legacy ESM solution these properties were using had serious limitations. For instance, there wasn’t a way for employees to log into the system remotely from a smartphone or other mobile device to track or make service requests on the go. What’s more, making changes to the system’s configuration involved expensive updates to the software’s code.
“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.”
Whether it is a stadium venue running off a sophisticated collection of ticketing kiosks, point-of-sale machines, and tech-enabled physical security systems, or a lodging chain running front desk systems, housekeeping project management tracking, and free Wi-Fi for guests, hospitality organizations depend on rock-solid technical support and speedy ITSM SLAs. When these organizations invest in ITSM platforms that can easily expand across multiple groups, they can also increase their ROI by expanding applicability across the enterprise through ESM.
Want to learn more about the state of ITSM in hospitality? Check out the full survey from TeamDynamix and InformationWeek.