Did you know the average IT worker spends up to 10 hours a week – that’s one whole financial quarter per year – on completing manual tasks that should be automated? These are tasks like onboarding and offboarding users, name changes, department changes, password resets, etc.
In fact, a recent market study from InformationWeek revealed that 58% of organizations say their IT team dedicates more than five hours per week (six-and-a-half work weeks annually) fulfilling repetitive requests from the business. Alarmingly, 90% of respondents say that manual and repetitive IT tasks contribute to low morale and attrition in their organizations.
This is a trend that hasn’t gone unnoticed, and it’s one of the reasons Pima County brought in TeamDynamix for IT Service Management (ITSM) and iPaaS.
“TeamDynamix is a place where we are really trying to kickstart and accelerate the ideology that automation with the right tools can bring value not just to IT, but to other departments within our organization,” Mark Hayes, information technology leader, said. “We’re starting in IT, so that they can see the possibilities as we move forward with our digital transformation and expand outside of IT.”
Pima County made the switch to TeamDynamix for IT service management (ITSM) after using a different system for the last 10 years. Traditionally, the county has taken in tickets through email, phone and a service catalog with base-level triage, but with TeamDynamix in place, they will be able to leverage self-service and automation to better serve its citizens and reduce the drain on employees and resources.
“Prior to TeamDynamix, we didn’t have the ability to automate things and build workflows to do things that eliminate toil and redundancy for our employees,” Hayes said.
And with many organizations struggling to maintain or hire new talent, especially in IT, this was critical for the county, “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,” Haye said.
“Our ITSM is our entry point to our entire IT organization, and we want our employees to graduate out of this area into other roles within our organization – network technicians, client services, desktop technicians, developers and project managers,” he continued. “If all they’re doing is handling tickets and doing the same mundane, manual tasks over and over that’s not particularly great training. So investing in tools that allow our employees to engage in meaningful work is something that’s important to us as an overall IT organization.”