By using an ITSM tool that includes integration and automation, you can free up your resources by automating the everyday, mundane tasks they normally have to complete before working on bigger projects – things like system name changes, resetting passwords, or granting certain permissions to software. For many organizations, this is critical for not just excellent service delivery, but for employee morale.
Mark Hayes, information technology leader at Pima County, said the county made the switch to TeamDynamix for ITSM for just this reason, “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.”
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,” Hayes said.
From password resets to onboarding/offboarding and name changes, all of these tasks and more can be automated with workflows using iPaaS with your ITSM.
By combining iPaaS (integration platform as a service) with ITSM and PPM on a single platform you can automate both complex and simple tasks, as well as connect disparate systems throughout your organization.
If you chose a codeless platform for this, you get the added benefit of anyone being able to use these tools – not just IT. By allowing lines of business to create their own workflows you can free up your IT resources to work on larger projects and eliminate the logjam when it comes to integrations within your organization.
With TeamDynamix now in place, Pima County is looking to automate and integrate as much of the manual ITSM processes into workflows as they can.
“That’s something the organization is really just starting to comprehend as a vision that we want to get to overall,” Hayes said referring to automation. “My goal and hope is to make sure people understand the possibilities of workflow beyond just getting approvals routed because that’s all that we really do today.”
Here are a few other ways iPaaS with ITSM can help reduce IT drain on an organization:
- Facilitate enterprise integration by using a single hub with pre-built connectors to systems that you use every day as well as a connector concierge for the creation of specific connectors. (Imagine being able to automatically change a username, add someone to a distribution group, onboard an employee)
- Expedite creation of automation and workflows with a visual flow builder (codeless) that is easy to use, own and operate; reduce IT backlog of integration and workflow requests.
- Optimize resources across IT to allow for improved output and a higher level of service delivery to your internal and external customers by removing redundant data entry and manual processing.
- Reduce API risk with a single connectivity platform that will offer increased oversight and control.