Don’t Let Your ITSM Software Break the Bank – Why Codeless ITSM Matters

There is no mistake about it, the IT Service Desk is getting crushed with increased volume. 

Between the proliferation of point solutions, the distribution of the workforce and an endless request for routine, manual maintenance tasks such as user/group management, new user creation and system to system integration and project-related work can eat up valuable time.  

Compounding this challenge is the fact that many ITSM software platforms require technical expertise and developers to create the automation and workflow necessary to accommodate much of this work.  For this reason, many IT leaders are looking for a better way. That’s where codeless IT service management comes in. With codeless integration and automation, nearly anyone can do the work – that's why codeless is the way forward. 

Care and Feeding of ITSM Software – the Migration to Codeless

When it comes to IT Service Management, organizations are trending toward increased maturity with more sophisticated routing, engaging in knowledge-centered service, adopting ITIL, leveraging change management, using self-service portals, etc. None of these concepts are new and their adoption continues to grow. But what else can be done to relieve the drain on IT? As organizations look forward, the next big initiative is to tackle true automation and enterprise integration. 

Until recently, this would require coding and the use of technical resources which means, as ticket volume grows, it would get pushed to the back burner as IT teams work to satisfy the ongoing and ever-growing requests for support. Today, however, IT leaders are realizing that codeless is the way forward… much like Cloud was the way forward twenty years ago or more.  

Supercharging ITSM with automation and integration will alleviate much of the strain on the IT service desk, but this can only be accomplished if there’s no further drain on technical resources and developers. 

IT Administration of an ITSM Software System Should Not Drain Your Resources

In the recent Info-Tech IT Service Management software Quadrant and Vendor Reviews for 2022IT leaders said they are focused more and more on ITSM administration. They are examining the total cost of ownership – particularly around system configuration, and workflow/automation. There is a real need for this level of IT maturity, but it can’t take 6-8 IT resources to manage the ITSM software.   

Further, this heavy drain on admin prevents enterprise service management (ESM) adoption. Adding forms, workflows, variables and so on should be easy – it shouldn’t require any coding or scripting.  Codeless ITSM with integration and automation is emerging as the best way to optimize budgets and resources. 

As the report outlines, helping end-users reach decisions and action outcomes is critical. Over 1,000 reviewers highlighted what’s most critical with ITSM software and identified what’s most important to their satisfaction with TeamDynamix.  

Beyond the core capabilities and features for workflow, reporting and ITIL-based service desk support, TeamDynamix delivers market-leading performance in knowledge management, self-service and service catalog functionality. 

How Enterprise Integration and Automation Are Changing the Service Desk

As we look forward, enterprise integration and automation are going to fundamentally change how organizations think about IT service management. Most service organizations are spinning their wheels when dealing with procedural and repetitive ITSM Service Desk requests.  

With an integration and automation layer, tasks such as user management, onboarding/offboarding, name updates and so on can be executed directly from the service desk platform. Without the integration and automation capabilities, service desk technicians are doing this work manually or are relying on a patchwork of scripts and APIs. 

Low Admin Burden Makes Enterprise Service Management a Reality

More departments are looking to use service catalogs to document business needs, workflow and action efforts. Many IT leaders interviewed for this report identify usability, vendor support and vision and standards-based features as core to their product experience. This results in positive referrals to peers based on vendor engagement, the ability to manage projects (with the integrated project management features) and the tool’s usability (low code) and functionality. With this in place, teams from HR, marketing, legal and facilities can easily adopt the solution for managing both service management and projects – and they can integrate it with their broader tech stack, all without any coding. 

Case in Point: Pricing Model, Flexibility, Ease of Use Deciding Factors for University of Michigan to Migrate Away from Large, Complex ITSM Platform to TeamDynamix

Through their search, the University of Michigan’s ITS found TeamDynamix, “The platform was easy to use, it was SaaS-delivered, and required no coding knowledge for users to create customized forms and workflows. The platform was flexible enough to support the university where it is now while positioning it for future IT processes.”   

In just four months the university went live with TeamDynamix, replacing the ITSM tool previously in place.  In an article on their website, they talk about why they made the switch, “By equipping our staff with the best tools for their job, each person in ITS is empowered to better support the university community,” said ITS project sponsors Bob Jones, executive director of Support Services, and Diane Jones, executive director of Administration. “Selecting the right tool was only the start. The most impactful work was introducing a simple methodology for how we serve our customers and then aligning the organization to support it.”