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The Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech ITSM Quadrant and Customer Viewpoint report to gain a better understanding of key vendor strengths and emerging market requirements.
As the manufacturing industry continues to evolve to meet the accelerating needs of consumers and businesses many manufacturing IT leaders say they are focusing on building more resilient supply chains, digital transformation and IT modernization heading into the next twelve months. As part of that focus, many leaders are looking to update their IT Service Management tools so they can meet high service levels and support their ever-growing bench of mission-critical IT systems and users.
Data from InformationWeek’s State of ITSM in Manufacturing Report shows that while manufacturers are making great progress on maturing their ITSM systems and processes, they’ll soon face headwinds if they don’t digitally transform ITSM the way they are transforming their factory floors.
The survey shows that manufacturers run lean ITSM teams, and handle increasing numbers of IT tickets by the day, but still process much of their work manually.
Coming in as the top challenge, more than 44 percent of those surveyed cite excessive manual processing and insufficient automation as their top IT challenge along with the same percentage naming a lack of IT resources and high ticket volumes as a top challenge.
According to the InformationWeek survey, a third of organizations contend with over 1,000 tickets per month, while more than half handle up to 1,000. A large number of those tickets are wrapped up in extremely repetitive tasks.
In fact, 32 percent of survey respondents say they and their teammates spend between 5 to 10 hours of their week on repetitive tasks or requests. What’s worse is many of them are completed manually. Forty-four percent of organizations say they do tasks like user management, onboarding/offboarding, name change updates, and more without the use of automation.
Did you know the tasks that create the most IT job dissatisfaction within manufacturing IT teams and wreak havoc on their service levels are manual password resets, credential management and onboarding/offboarding?
ITSM has come a long way since its inception. From manual processes to automation and everything in between, ITSM is continuing to evolve. Automation has made IT Service Management more efficient, cost-effective and reliable. It’s also enabled organizations to focus on strategic tasks rather than mundane ones like maintaining systems or dealing with tedious tickets.
While ITSM tools help organizations improve service delivery, enhance customer experience and reduce operational costs, automation has allowed ITSM to move beyond manual processes for tasks like incident response, problem management and change management. And when survey results show that 44 percent of manufacturing IT teams are still doing many of the most common ITSM tasks manually, it’s easy to see how much of an impact implementing an ITSM tool with automation and integration can have.
ITSM automation helps streamline operations and enables teams to focus on delivering value to customers rather than tedious activities.
The benefits of automation and ITSM are numerous. Here are just a few:
So what’s the hold up in getting more ITSM automation in manufacturing?
According to the InformationWeek survey, ITSM teams at manufacturing firms run relatively lean. More than half of manufacturers have fewer than 10 systems admins to support all of their IT systems/applications.
Given the team sizes, the movement toward Industry 4.0 through digital expansion and growing IT/OT convergence is naturally increasing the workload on this limited pool of ITSM staffers. It’s also raising operational and cybersecurity risks across the board for manufacturers. These pressures are reflected in the top IT issues named by survey respondents.
In the face of growing ransomware attacks against manufacturers and risks to operational equipment through IT breaches, it’s no surprise that security and compliance are the top concerns keeping manufacturing IT leaders up at night. However, these pressures are also mounting in tandem with logistical issues that include budget pressures, resource constraints and project backlog.
When you combine those with other concerns like the need to have data integrity, modernization and digital transformation, a lot of those issues can be tied to inefficiencies in the ITSM function.
These inefficiencies are caused by some of the biggest ITSM challenges faced by survey respondents today. Their response to the No. 1 challenge in ITSM came up as a tie. “Lack of resources/high ticket volumes” was in a dead heat with “excessive manual processing/insufficient automation.” In both instances, 44% of respondents said this was one of their top challenges.
Seeing the numbers, it’s no surprise that ITSM systems that offer integration and automation, along with project management, the ability for Enterprise Service Management (ESM) and conversational AI chat are growing in popularity within the manufacturing industry.
In fact, IT leaders in manufacturing say digital transformation, leveraging AI for proactive resolution and expanding ITSM to other departments through ESM are top priorities heading into the next few years.
With the right ITSM tool, you can achieve all three of these initiatives. How?
Start by finding a platform that offers ITSM, Project Portfolio Management (PPM) and automation and integration (iPaaS) on one platform.
With this approach, you get the following benefits:
At Nutrabolt, a rapid-growth active health and wellness company based in Austin, Texas, they are using TeamDynamix to automate ticket assignments, create accounts and more. “We had a help desk tool in place, but it was not purposefully built. It was very generic, and there was no discipline in the use of it,” Mark Dittenber, Director of IT, said.
Dittenber and his staff needed a highly flexible and customizable platform that could support new IT processes with automated workflows now, and into the future, as the company’s IT operations continue to mature.
“I liked the lightweight nature of TeamDynamix, as well as its ability to scale with our needs,” he said.
Dittenber and his team were able to implement TeamDynamix in a matter of weeks. They began with IT Service Management and have now expanded to include project management. All the configurations and automation are created without any technical resources on TeamDynamix’s no-code platform.
Within the tool, Mark and his team established customized forms and automated workflows to create network accounts, assign rights and privileges to new teammates, submit and track service requests, request and approve IT changes, provision new devices and more.
As they create new IT processes from the ground up, they’re also building out a knowledge base and a self-service portal. Having thoughtfully crafted processes in place — and the right enterprise service platform to support them — has already made a big impact in just a few months.
“We really notice this when we onboard new teammates, they are ramping much faster,” Dittenber said.
Do you want to learn more about the state of ITSM in manufacturing? Check out the full report here.
Enterprise Service Management (ESM), a holistic approach that extends the idea of IT Service Management (ITSM) to other parts of an organization, can streamline workflows and
As an IT leader, you’re consistently challenged with optimizing performance, reducing costs, and delivering value. One of the most effective ways to achieve these goals
As anyone in the IT industry can attest, automation has changed the way we do things. It’s brought about efficiency and cost savings like never
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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