Maximizing Efficiency: Consolidating Service and Project Management, Automation on a Single Tool
With technology evolving at breakneck speed, IT leaders face the daunting task of managing multiple facets of their organization’s technology infrastructure efficiently and effectively.
From IT Service Management (ITSM) to Project Portfolio Management (PPM), Enterprise Service Management (ESM) and automation, each component plays a crucial role in driving business success.
However, managing these functions separately can lead to siloed processes, inefficiencies and increased complexity. That’s where the power of consolidation comes into play, and platforms like TeamDynamix offer a compelling solution with ITSM, PPM, ESM and automation all within a single platform.
TeamDynamix is more than just a tool; it’s a comprehensive platform designed to streamline IT operations, enhance collaboration and drive innovation. By integrating ITSM, PPM, ESM and automation capabilities into a single unified platform, organizations can unlock a myriad of benefits including:
- Streamlined Operations – Consolidating ITSM, PPM, ESM, and automation on a single platform eliminates the need for disparate tools and systems, simplifying the management of IT operations. Instead of juggling multiple solutions with their unique interfaces and workflows, IT teams can access everything they need from a single, intuitive dashboard. This streamlines processes, reduces the risk of errors and enhances overall efficiency.
- Enhanced Visibility and Insights – With all essential functions housed within a unified platform, IT leaders gain comprehensive visibility into their organization’s IT landscape. They can easily track projects, monitor service requests and analyze performance metrics in real time. This visibility enables data-driven decision-making, facilitates resource allocation and ensures alignment with business objectives.
- Improved Collaboration and Communication – Effective collaboration is critical for driving innovation and delivering exceptional services. By consolidating ITSM, PPM, ESM and automation on a single platform like TeamDynamix, organizations can break down silos and foster collaboration across teams and departments. Whether it’s sharing project updates, collaborating on service requests or automating workflows, seamless communication becomes the norm, leading to faster problem resolution and improved customer satisfaction.
- Increased Agility and Adaptability – In today’s fast-paced business environment, agility is paramount. A unified platform enables organizations to adapt quickly to changing market conditions, emerging technologies and evolving customer needs. Whether scaling up operations, launching new initiatives or responding to incidents, IT leaders can leverage the flexibility and scalability of a consolidated platform to stay ahead of the curve.
- Cost Savings and ROI Maximization – Consolidating ITSM, PPM, ESM, and automation on a single platform not only reduces complexity but also delivers cost savings. By eliminating the need for multiple licenses, maintenance fees and integration costs associated with disparate tools, organizations can achieve significant ROI. Moreover, improved efficiency and productivity translate into tangible bottom-line benefits, further enhancing the overall value proposition.
Customers Share Success with Unified Service Management
At Festival Foods they use TeamDynamix for ITSM and PPM with enterprise automation. Having just one platform for both ITSM and PPM has greatly improved the lives of their IT technicians, “Before, they couldn’t customize what their desktop looked like,” Alex Turek, IT service desk manager, said. “They couldn’t get their own reporting or metrics. Now, the technicians make their own dashboards showing what they need to see. They can run their own reports. Metrics and key performance indicators are very easily set up, and these go to our leadership team automatically so leaders can see what we’re working on and what our pain points are.”
And now, there’s a process in place for projects too.
“Before, we had no project governance process,” Turek said. “It was very ad-hoc. Whoever could scream the loudest got the most IT resources. Finding a tool that also included PPM was huge.”
Managing projects and IT services within the same platform has brought significant benefits, leading to improved efficiency and accountability.
“Technicians can see their project work and their IT work in one space,” Turek said. “This means it’s easier to communicate and ensure follow-through. Project managers can assign tasks to my service desk team within the same dashboard they’re using to resolve tickets. Those pop right up, helping them be aware of all their tasks and priorities so they can easily meet their deadlines.”
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.”
Combining ITSM and PPM through a tool like TeamDynamix means integrating project tasks and tickets. With ITSM/ESM and PPM together you can pull tickets into a project plan, and tickets can be escalated to a project or project request.
Additionally, change and release tickets can be incorporated into existing projects, and service validation and testing can be supported via a ticketing application or through PPM.
Can your organization benefit from a unified tool for service and project management with automation? Read more customer stories and see what other IT leaders are doing in your industry here.