One of the biggest perks of having your ITSM and PPM on the same platform is the visibility you get into all of the work being done across your organization.
“With one platform now we can actually see the tickets that are being worked on as well as the projects that are in the pipeline,” Hema Nekkanti, project management office manager at the city of Sunnyvale, said. “This gives us the ability to actually allocate the resources appropriately, and there’s no resource conflict.”
And this is a common theme among those using ITSM and PPM together.
“I have a single pane of glass,” said Frank Fear, CIO at Covenant Healthcare. “I can pivot and see SLAs that are not being met, then pivot and see projects at risk – it’s all on one dashboard.”
At the City of Madison, the TeamDynamix platform is being used to support digital transformation initiatives with great success.
The team implemented TeamDynamix ITSM with PPM – focusing on self-service to kick off the city’s IT service delivery transformation according to Abigail Ferguson, Customer Success Manager for the City of Madison’s Information Technology.
“We are seeing the same resource constraints other cities are,” she said. “We are understaffed at times and need to focus on higher-value implementations. So, anything we can do to empower our users to find the resources they need for self-service is a must for us.”
Like many other businesses and organizations – the demand for service has gone up exponentially over the last few years as IT now has to support better digital experiences and a “service anywhere, anytime” mentality, even within the public sector.
To address the growing demand, the City of Madison is taking a proactive approach and combining Project Portfolio Management with ITSM using a single platform through TeamDynamix, “This is going to help us really get a sense of what projects align with our strategic goals. We can see what projects align with our service catalog that exist today and take a more proactive approach with our customers and other agencies,” she said.
This single platform approach for ITSM and PPM is also going to help the city identify what projects should be a high priority and what projects can be turned down or scheduled for a later time, “In government, you can’t always say no – it’s more of a ‘we can do that later’ so we want to be able to support our staff and our citizens the best we can by prioritizing the work,” Ferguson said.
So how should you approach bringing together ITSM and PPM at your organization? Here are some tips:
- Define a clear strategy: Before integrating ITSM and PPM on a single platform, it’s important to define a clear strategy that aligns with organizational goals. This strategy should include a roadmap for implementation, a timeline and a budget.
- Define roles and responsibilities: It’s important to define roles and responsibilities for IT teams and project managers to ensure effective collaboration. Clear communication and collaboration between teams are key to success.
- Define processes and workflows: Establishing clear processes and workflows is essential to ensure that ITSM and PPM are integrated effectively. Standardizing processes and workflows enables organizations to deliver high-quality services and projects consistently.
- Use an integrated toolset: To manage ITSM and PPM on a single platform effectively, it’s essential to use a platform, like TeamDynamix, that supports both functions. An integrated toolset enables organizations to manage ITSM and PPM processes and workflows seamlessly.
Integrating ITSM and PPM on a single platform enables organizations to manage IT services and projects effectively, resulting in increased efficiency, better resource allocation and improved decision-making. To ensure the successful implementation of a single platform for both ITSM and PPM, IT leaders should define a clear strategy, define roles and responsibilities, establish processes and workflows and use the right platform. By following these best practices, organizations can optimize their ITSM and PPM processes and deliver high-quality services and projects consistently.