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Between the “great resignation” and limited budgets, state and local governments are struggling with limited resources and low IT service desk maturity. In fact, according to a recent survey, 54 percent of participating governments say their IT service desk ranks as either not mature (meaning no standard processes or automation) or somewhat mature (some standard processes and automations, but not much).
Unsurprisingly, the top IT service management (ITSM) challenges according to those surveyed are too much ticket volume and not enough resources to address it. One solution to this challenge is investing in the right IT service management tool for your organization. When an organization has a low-code/no-code ITSM tool that is easy to use and administer, they are more likely to be able to reduce ticket volume and maximize resources using self-service portals, knowledge bases and workflow automations.
One of the most efficient ways to improve ITSM and service desk delivery is by removing the need for starting a ticket in the first place—by empowering users to answer their own questions and solve their own problems before an issue requires human intervention.
Self-service models that deflect calls from the helpdesk to the portal and give users access to an intuitive, timely catalog of technical knowledge not only improve customer satisfaction, they also dramatically reduce the per-incident cost incurred by IT.
For situations where you cannot self-resolve, you can automate IT.
Imagine that the end-user accesses the portal to request access to a specific software product and it routes automatically to their manager for approval. As soon as that is approved, the system then looks to see if there is licensing available or evaluates a set of rules to establish if the software can be automatically provisioned… if it can be, then it just happens – and it can even text and email the requestor to let them know that they now have access.
By far, the top choice for automation is around onboarding and offboarding. This is a great example of where IT service management automation transcends the IT team and really looks across the broader organization – everyone is involved in onboarding, from HR to finance to facilities to IT. Without automation, the process can take weeks, often delaying start dates. During a time of magnificent competition for talent, delayed start dates could mean lost talent.
So – how can the onboarding process be expedited? This is often a highly manual process – everything from creating the user in the Active Directory to provisioning the software, creating user/group permissions, establishing security settings and more. What if this could be automated? Imagine you go to the service portal and click on a form to onboard an employee. From there, you enter the details of the new hire and trigger an automated workflow. Or even better, you can set it up so that an acceptance of an offer letter triggers the workflow.
In most cases, when you onboard an employee without this type of automation you are tasked with creating tickets for everyone – and that is helpful… but with automation, the system creates the user, the email, the groups, provisions software and even executes notifications by email or text all within a single workflow that executes automatically.
Automation and workflow management for IT service management can provide the fundamental infrastructure for IT service desk success. ITSM groups that are able to manage the flow of service requests as effective project managers—and automate away the most time-consuming tasks— are the ones that can maximize their resources in the pursuit of servicing end-users with minimal delay or frustration.
In Oklahoma City, Business Systems Manager Dusty Borchardt credits well-defined processes and solid ITSM software for the city’s success in the modernization of its IT service desk.
With about 100 people providing IT services for more than 5,000 city employees, the IT department needs to work efficiently. TeamDynamix ITSM has allowed them to do so by streamlining the delivery of IT service through automated workflows.
“TeamDynamix has brought simplicity to our operations,” Borchardt said.
Using tools within the platform, Oklahoma City IT staff have created a self-service portal linked to an expanding knowledge base. City employees can find answers to common problems and frequently asked questions within the knowledge base, and if they can’t resolve their own issues, they can submit a service request through the portal.
Based on the nature of the problem they describe; their request is routed automatically to the appropriate IT team for a response. “Our goal is that use of the self-service portal will continue to grow, reducing our call volume and emails to the IT service desk,” Borchardt says.
Automated workflows also ensure that important tasks aren’t overlooked when IT staff are busy. For instance, when new city employees are hired there are many steps in the onboarding process. With TeamDynamix, the entire workflow can be initiated with a single service request that is routed automatically to the various departments. The same is true for requesting purchases and managing IT contracts.
“Before TeamDynamix, we had employees emailing requests directly to our administrative group within IT, and that was causing some issues,” Borchardt says. “Sometimes requests would fall through the cracks, and months would go by without anyone noticing.”
Using TeamDynamix has helped Oklahoma City’s IT support teams realize their vision for using industry best practices to improve the delivery of IT services.
“We adopted the ITIL framework more than 15 years ago. We’ve had effective processes in place for a while, but we haven’t had a decent toolset to manage them until now,” Borchardt concludes. “This is the first IT Service Management platform we’ve implemented that everyone loves to use.”
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