Work Better Together with a One-Platform Approach to Service Management

As businesses become increasingly reliant on technology to streamline their processes, it’s important for IT teams to have the right tools at their disposal to ensure that they can meet the needs of their organization. One of the ways to achieve this is by having IT Service Management (ITSM), Project Portfolio Management (PPM) and Integration Platform as a Service (iPaaS) all on a single platform. Here are some of the reasons why:

  1. Improved collaboration and communication – When ITSM, PPM and iPaaS are all on a single platform, it’s easier for teams to collaborate and communicate effectively. With all the tools in one place, everyone can access the same information and work together more efficiently. This can lead to faster decision-making and more effective problem-solving.
  2. Streamlined processes – Having ITSM, PPM and iPaaS on a single platform can also help streamline processes. IT teams can create workflows that automatically trigger tasks for project-based events, for example. Departments outside of IT (if employing an Enterprise Service Management approach to service delivery) can utilize integration and automation for processes like onboarding employees and more. This reduces the amount of manual work that needs to be done and helps ensure that nothing falls through the cracks both in IT and other departments – all utilizing the same codeless platform.
  3. Better visibility and control – When all IT functions are consolidated on one platform, it’s easier to get a comprehensive view of the organization’s technology landscape. IT leaders can see all of the projects, tasks, tickets and resources in use at any given time and can adjust as needed to improve performance. This increased visibility and control can also help teams identify areas for improvement and optimize their workflows.
  4. Reduced costs and complexity – Using a single platform for ITSM, PPM and iPaaS can also help reduce costs and complexity. Rather than purchasing and maintaining separate tools, and building homegrown automations between everything, IT teams can use one platform that covers all of their needs. This can reduce the time and resources required to manage multiple tools, as well as the costs associated with purchasing and maintaining them. With everyone on one platform, you have a lower total cost of ownership.
  5. Enhanced security and compliance – Finally, having ITSM, PPM and iPaaS on a single platform can help enhance security and compliance. IT teams can create policies and procedures that apply to all IT functions, ensuring that data is protected and regulatory requirements are met. This can be especially important for businesses in regulated industries, where compliance is critical.

Saving Time and Improving Processes

At Pima County, they’ve taken a single-platform approach to service management and delivery.

“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,” said Mark Hayes, information technology leader, “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 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 serve its citizens better and reduce the drain on employees and resources.

One process automation, in particular, that’s saving significant time is onboarding and offboarding employees – something every organization deals with.

“You don’t need to waste so much time when it comes to onboarding,” Hayes said. “It really is such a sour experience for a new hire to come in, in this day and age, and sit around for three days waiting on their computer to show up. We need to get out of that mode and iPaaS will help us do that.”

And when it comes to offboarding Hayes said, “As a government organization we get audited by the state every year and they want to know what these stale accounts are doing sitting here. Offboarding is currently a very manual process – having to review the list from HR of people who are no longer employed with us and manually revoke their privileges from all the different systems and software and disable their accounts. There’s absolutely no reason for that to not be automated.”

The construction industry can be very volatile, with a high employee turnover rate due to seasonal fluctuations in the workforce. A key challenge for the IT staff in this environment is the time spent onboarding and offboarding employees, issuing passwords and devices for new hires, and then keeping up to date on departures.

If construction firms don’t have a well-designed and automated system for managing IT service, “things can easily get lost or missed in the shuffle,” Jason Mohs, IT manager for the Walbec Group, said.

Based in Waukesha, Wisconsin, the Walbec Group is a vertically integrated organization of six companies that produce high-quality construction materials and deliver unparalleled professional design, engineering, and construction services.

When Mohs joined the company, approximately 90 percent of IT service requests were via email or phone. Help desk staff spent far too much time communicating with employees, collecting the information they needed to understand the problem completely, and passing requests along to the appropriate IT staff member. This process bogged down the already resource-constrained team.

By moving to TeamDynamix for ITSM with automation – Mohs said his team has seen several improvements.

To start, moving to a self-service portal for ticket creation has saved IT staff at least two or three minutes per service request.

Mohs’ team has used the platform’s capabilities to create a robust self-service portal with customizable service categories and an archive of knowledge base articles.

In addition, automated workflows have streamlined employee onboarding and offboarding while ensuring no steps are missed.

Mohs’ team has set up automated workflows within TeamDynamix to initiate critical tasks in provisioning passwords, technologies, and network privileges for new hires and revoking these items when employees leave the company.

As a result, IT staff are saving time on these repetitive and labor-intensive tasks. In addition, “We don’t miss things anymore,” he observed.

The efficiencies Mohs and his team have gained from using TeamDynamix have enabled them to focus on becoming more strategic. They’re using this extra time to take on projects they couldn’t get to before, such as cleaning up user accounts within Active Directory and addressing the root cause of frequent IT issues.

In turn, the end-users are experiencing better IT service and faster resolution of their problems, allowing them to do their jobs more effectively and enhancing the company’s bottom line.

“I’ve worked with other ticketing systems before,” Mohs concluded, “We are happy with the benefits we’ve realized so far, and we see a lot of potential for even further growth moving forward on the TeamDynamix platform.”

Consolidating ITSM, PPM and iPaaS on a single platform can bring a host of benefits to organizations of all sizes. From improved collaboration and communication to enhanced security and compliance, a unified, codeless platform can help IT teams work more efficiently and effectively while reducing costs and complexity.

Want to learn more about the benefits of bringing ITSM and PPM together with iPaaS? Check out:

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