{"id":4575,"date":"2022-02-10T19:34:53","date_gmt":"2022-02-10T19:34:53","guid":{"rendered":"https:\/\/www.teamdynamix.com\/uncategorized\/the-changing-landscape-of-itsm-software-why-automation-and-integration-are-now-basic-requirements\/"},"modified":"2024-07-01T13:25:23","modified_gmt":"2024-07-01T13:25:23","slug":"the-changing-landscape-of-itsm-software-why-automation-and-integration-are-now-basic-requirements","status":"publish","type":"post","link":"https:\/\/www.teamdynamix.com\/blog\/the-changing-landscape-of-itsm-software-why-automation-and-integration-are-now-basic-requirements\/","title":{"rendered":"The Changing Landscape of ITSM Software: Why Automation and Integration Are Now Basic Requirements"},"content":{"rendered":"

We\u2019ve heard it for years; the IT service desk is resource-constrained.\u00a0 IT Service Management <\/a>software that has promised to help is instead draining resources due to the high administrative burden. Meanwhile, the service request volume has increased substantially as the proliferation of point solutions has exploded.\u00a0<\/p>\n

Most service organizations are also spinning their wheels when dealing with procedural and repetitive ITSM tasks like user management, onboarding\/offboarding, name updates and so on.\u00a0According to a recent study conducted with Information Week, approximately 52% handle these manually, another 38% have implemented automation, but only through a patchwork of scripts and APIs.\u00a0 Only 7% have fully integrated and automated their ITSM software<\/a> platform.\u00a0<\/p>\n

In today\u2019s rapidly evolving IT environment, agility is key. Being able to pivot quickly in response to conditions that are constantly changing allows IT service operations to address the needs of users more effectively.\u00a0\u00a0\u00a0<\/p>\n

Saint Louis University (SLU), a private Jesuit research university with 14,000 students and 9,700 faculty and staff, has met this requirement with the help of TeamDynamix ITSM, an easy-to-use, no-code IT Service Management software<\/a> platform for managing the service desk, projects, assets and enterprise service for HR, Facilities and more.\u00a0<\/p>\n

Easy Admin of the ITSM Software with No Code Configuration Reduces Drain on IT Resources and Reduces Total Cost of Ownership <\/h2>\n

Prior to TeamDynamix, SLU was using another tool for IT service management (ITSM), but the product was complex and hard to manage. Configuring the system required specialized coding ability, and the university struggled to hire and retain the staff needed to administer it.\u00a0<\/p>\n

As a result, when IT service leaders wanted to make changes to the system, they would contract this work out to a third-party provider. \u201cIt would take at least a month to get any changes completed,\u201d says Cid Cardoz, director of end-user IT services for the university. \u201cWe were willing to go back to the drawing board to see if we could find a solution that worked better for our needs.\u201d\u00a0<\/p>\n

Through his research, Cardoz found TeamDynamix. \u201cWhat caught my eye was the no-code nature of the platform, because that meant we could have anybody administer it without programming knowledge,\u201d he observes.\u00a0<\/p>\n

Now, Cardoz and his team don\u2019t have to wait months to make changes, \u201cwe\u2019re able to make changes on the fly and come up with solutions very quickly,\u201d he says. \u201cWe have been making changes ever since we started using the system, adding new services to our service catalog\u2014and the platform\u2019s no-code nature makes this so much easier.\u201d\u00a0<\/p>\n

What used to take a month now only takes two or three days, Cardoz says.\u00a0<\/p>\n

IT Service Management (ITSM) Software Integration and Automation; Make it Part of the Larger Ecosystem <\/h2>\n

Another aspect of TeamDynamix that Cardoz and his team really appreciate is its Integrated Platform as a Service (iPaaS) capability. This codeless integration platform includes out-of-the-box connectors to popular systems such as Workday, Office365, Active Directory, Amazon Web Services, and more. With iPaaS, organizations can easily build integrations and automated workflows connecting various technology systems using a codeless, drag-and-drop visual workflow builder, streamlining the delivery of services even further.\u202fThe platform can be used to facilitate integration and workflow around any ecosystem such as Salesforce for marketing, or HRIS for HR.\u00a0<\/p>\n

For instance, SLU has used iPaaS with ITSM<\/a> to create an automated workflow for adding users to Active Directory groups. When someone submits a request, it goes through an approval process\u2014and then the user is added to the appropriate Active Directory group automatically, without the need for any manual intervention.\u00a0<\/p>\n

\u201ciPaaS allows us to be more efficient in our workflows and processes,\u201d says Tom Birmingham, an ITSM specialist for the university.\u00a0<\/p>\n

Configuration Ease and Flexibility is a Big Win with IT Service Management Software <\/h2>\n

Cardoz describes the flexibility to make changes quickly as \u201ca very big win for us.\u201d\u00a0<\/p>\n

\u201cIf something isn\u2019t working right on an old service request form,\u201d Birmingham explains, \u201cwe can easily make a change to allow for a better workflow for our users.\u201d\u00a0<\/p>\n

The streamlining of workflows through automation and process improvements has saved time for IT service employees. As a result, they\u2019re able to close more tickets and provide better service for constituents. \u201cThat\u2019s a big win for our customers as well,\u201d Birmingham says.\u00a0<\/p>\n

In addition, the insights that leaders are able to glean from TeamDynamix analytics allow them to manage employees and resources more effectively. The platform \u201cgives leaders the capability to understand each team\u2019s workload and put business cases together to argue for more resources, if necessary,\u201d Cardoz says.\u00a0<\/p>\n

With all of these benefits, encouraging other university departments to adopt TeamDynamix for managing their own service requests has been an easy sell. Enterprise Service Management expansion has included HR, Enrollment, Admissions and Finance.\u00a0<\/p>\n

Taking the IT Service Desk to a New Level <\/h2>\n

Implementing a new ITSM platform can be challenging, but Birmingham called the TeamDynamix implementation \u201ca great experience.\u201d\u00a0<\/p>\n

\u201cIt was a little hard for me in the beginning,\u201d he explains, \u201cbecause I was a fish out of water working with ITSM.\u201d\u00a0<\/p>\n

\u201cThankfully, with the guidance of the TeamDynamix implementation team, the learning that took place from the ground up was very helpful,\u201d he said. \u201cTheir patience was amazing, and their knowledge of all aspects of the tool was astounding. They were able to answer questions about our processes and how to improve those using TeamDynamix. Their ability to think outside the box and show how we could configure the tool to mimic the success of other organizations was incredible.\u201d\u00a0<\/p>\n

Within a few months, SLU had rolled out TeamDynamix with a service catalog of some 30 to 40 different types of service requests. Currently, Cardoz and his team are implementing the platform\u2019s asset management features, and when that\u2019s done, they will configure the tool for managing projects as well.\u00a0<\/p>\n

\u201cFrom an ITSM perspective, my goal is to have users request services through the tool\u2019s self-service portal instead of reaching out directly to us,\u201d Cardoz says. \u201cWe\u2019re trying to push users there today. The way to do that is to make it simple and convenient by giving them different ways to put in their service requests.\u201d\u00a0<\/p>\n

At Saint Louis University, TeamDynamix<\/a> has improved efficiency and given leaders greater insight into the delivery of IT services, resulting in a much more connected enterprise.\u00a0<\/p>\n

\u201cWe have our future in our hands with TeamDynamix,\u201d Birmingham concludes. \u201cIt\u2019s been a very valuable tool for us.\u201d\u00a0<\/p>\n

Using iPaaS with IT Service Management to Drive Digital Transformation Across the Enterprise <\/h2>\n

Jump start digital transformation with a codeless\u202fintegration and workflow\u202fplatform\u202f<\/a>that includes\u202fout-of-the-box connectors to popular systems like\u202fSalesforce, Workday,\u202fOffice365,\u202fDocuSign,\u202fActive Directory, Azure, Amazon Web Services and more.\u202fWith iPaaS you can easily build workflows using a codeless visual flow builder\u202fand\u202fwatch automation take off.\u00a0<\/p>\n

More stories of IT Service Management Automation\u00a0<\/b>\u00a0<\/p>\n