Telecom, Media & Tech companies are seeking modern ITSM/ESM platforms. Use the Info-Tech ITSM Market Guide to evaluate options.
TeamDynamix powers a diverse customer community.
IT leaders in Telecom, Media and Tech have no time to waste—agility is key.
Take the fight out of self-service with a flexible portal that leverages automation.
Quickly evolve and expand with custom forms, fields, workflows and integrations.
Skilled technologists tend to gravitate to IT for the opportunity to innovate, solve complex technical problems, and work with cutting-edge technology. But look under the hood at a typical IT professional’s workload, and the truth is that their schedule tends to be cluttered with administrative drudge work.
What’s more, many of the do-it-yourself automation fixes that IT teams devise to ease their overburdened schedules of tedious tasks can sometimes create hidden administrative strains later down the line.
Data from an InformationWeek market study shows that IT teams are spending weeks and even months of people-hours per year on the least innovative scut work. When they do build out automation workflows and integrations, the scripts powering them are often uncontrolled, lack visibility and are ripe for redundancies. This is causing significant backlogs and failing to meet the needs of stakeholders.
The answer to this problem is better automation, though how
teams go about devising automated fixes can sometimes
introduce more problems in the long run.
With IT workers being the independent problem solvers that they are, many of them have responded to repetitive manual work by building their own scripts, home-grown automations and using a sea of APIs to alleviate their woes.
More than four in 10 respondents to the InformationWeek study say they spend at least five hours a week developing home-grown scripts for automation between and within applications and writing scripts for workflow and automation.
Referring back to our calculations, that means that IT workers are spending more than six weeks a year tending to the care and feeding of internally built automations.
With a modern ITSM/ESM platform, IT teams in telecom, media and tech can improve response time, reduce resource drain and decrease budget dollars being spent on costly and complex platforms with high administrative overhead.
The proliferation of point solutions has created a scenario where
organizations have redundant data stored in multiple locations.
As the InformationWeek survey results reflect, managing the workflow between these applications can be daunting. Building the connections between them also takes time and, overall, catching up to the backlog is a never-ending process.
As organizations seek to cut down on the manual work identified in this survey, they should be looking for technology that can help them build connectors to common systems, manage and bring visibility to the APIs in use, harmonize and synchronize data management and quickly build workflows with as little coding and extra work as possible.
Leverage a library of pre-built connectors to common systems such as Salesforce and Workday.
Leverage a visual no-code builder to create workflows, automations and to aggregate data.
IT teams in media and tech are hyper-focused on service delivery – yet are mired in manual tasks – by automating the resolution of many requests, the teams can focus on more strategic, innovative digital transformation efforts.
When you deploy a self-service portal with conversational AI, you can change the way you chat. Rather than simply offering the ability to scrape or scan your KB, you can instead embed forms to the chat, integrate into back-end systems and create automation. This will greatly improve adoption while having a dramatic impact on the IT team.
Automate password resets from the self-service portal by leveraging conversational AI.
Determine the assets owned by the end-user, and automatically initiate replacement requests.
With a no-code ITSM/ESM platform, telecom, media and tech companies can seamlessly and incrementally expand service management to other departments using the same tooling as ITSM, maximizing the ROI and minimizing the ramp-up time.
By aligning and integrating service management practices across different departments, organizations can use ESM to achieve greater efficiency and improved employee experience.
Fundamentally, ESM helps organizations to break down silos and encourage collaboration between teams, which is essential in the fast-paced, interconnected world of digital business.
ESM platforms must be easy to administer to help drive adoption by HR, facilities, legal and other teams
Custom dashboards offer unique views for each team. This allows HR or facilities to quickly see the information relevant to their teams
An ESM platform needs to offer segregated assets so that a team such as facilities can view their assets separately from the IT group
Whether you are looking to level up an older ticketing platform or considering migration to a no-code platform, you will benefit from this comprehensive report which looks at business value, ease of use, strategy and innovation across ITSM vendors. Get the Info-Tech Vendor Rankings Report.
CUSTOMER STORY
CUSTOMER STORY
Solutions for Telecom, Media and Technology Companies
Life-cycle IT Service Management with support for ITIL, assets, change, self-service, conversational AI and automation.
Make enterprise service management a reality with a single platform across IT, Facilities, HR, Marketing and more.
Let automation take off with no-code enterprise integration and workflow. Embrace digital transformation.
Change the way you chat with conversational AI – natural language processing with automation.
Tackle projects of any size with a platform that is as simple or as sophisticated as you need it to be.
Unlock the power of seamless service delivery, intelligent AI solutions and automated efficiency. Take your enterprise to new heights with TeamDynamix.
