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Companies Say They Need Automation, Easy-to-Manage ITSM

Published Date
Author Brooke Tajer

A new study from Information Week and TeamDynamix shows companies are looking to invest in IT service management (ITSM) software that is simple to administer and includes codeless automation. When looking at top challenges, 44 percent of participants said their number one issue is administrative burden and the costs associated with it. Many are looking to move to codeless platforms that offer a lower overall cost of ownership. In addition, many say hidden costs in ITSM platform administration are causing them to look for more viable ITSM solutions that require less overhead.

Another top challenge, according to 41 percent of respondents, is the excessive manual processing and lack of automation. Many are looking for an ITSM tool that provides automation so IT teams are spending less time on repetitive, mundane tasks.

ITSM Top Challenges

Supercharging ITSM with Automation and Integration

In today’s age of digital transformation, automation and workflow provide the foundation for ITSM 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 maximize their resources in the pursuit of servicing end-users with minimal delay or frustration.

According to the study, 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. Approximately 52% handle these manually. Another 38% have implemented automation, but only through a patchwork of scripts and APIs. Just 10% of organizations say they’re able to leverage an integration and workflow platform to handle these tasks automatically.

By using an ITSM tool that includes integration and automation with iPaaS (integration platform as a service), you can free up your resources by automating the everyday, mundane tasks they normally have to complete before working on bigger projects.

Here are a few other ways iPaaS with ITSM can help reduce IT drain on an organization:

  • Facilitate enterprise integration by using a single hub with pre-built connectors to systems that you use every day as well as a connector concierge for the creation of specific connectors. (Imagine being able to automatically change a username, add someone to a distribution group, onboard an employee)
  • Expedite creation of automation and workflows with a visual flow builder (codeless) that is easy to use, own and operate; reduce IT backlog of integration and workflow requests.
  • Optimize resources across IT to allow for improved output and a higher level of service delivery to your internal and external customers by removing redundant data entry and manual processing.
  • Reduce API risk with a single connectivity platform that will offer increased oversight and control

Codeless, All-in-One Platforms Relieve Administrative Burden

Only a little over half of organizations polled say they engage in some form of resource planning and workload balancing. Just under half have a formal intake, prioritization and review process in place. What does this mean? Likely that many organizations don’t have a good grasp on what work is being done where and when. And in a resource-constrained world, this lack of transparency can cause projects to run over budget and past deadlines while tickets go unanswered and get lost in emails.

Only 27 percent of organizations say they are able to manage all ITSM work on one platform, increasing administrative overhead and also the risk of problems flying under the radar or surprising the team at inopportune times. When combining the burden of administering a clunky service platform with an overall lack of built-in automation the hidden costs of legacy ITSM systems adds up – causing a much higher total cost of ownership.

When combining iPaaS with ITSM and PPM on a single platform you can automate both complex and simple tasks, as well as connect disparate systems throughout your organization.

And when you chose a codeless platform for this, you get the added benefit of anyone being able to use these tools – not just IT. By allowing lines of business to create their own workflows you can free up your IT resources to work on larger projects and eliminate the logjam when it comes to integrations within your organization.