How Automation Has Changed IT Service Management

ITSM has come a long way since its inception. From manual processes to automation and everything in between, ITSM is continuing to evolve. Automation has made IT service management more efficient, cost-effective, and reliable. It’s also enabled organizations to focus on strategic tasks rather than mundane ones like maintaining systems or dealing with tedious tickets.

While ITSM tools help organizations improve service delivery, enhance customer experience, and reduce operational costs, automation has allowed ITSM to move beyond manual processes for tasks like incident response, problem management, and change management. ITSM automation helps streamline operations and enables teams to focus on delivering value to customers rather than tedious activities.

The benefits of automation and ITSM are numerous. Here are just a few:

1. Automation allows you to streamline and improve your IT service management process. This can save your organization time and money while also improving the quality of your services.
2. Automation helps you to optimize your resources and reduce waste. This can improve your efficiency and bottom line.
3. Automation makes it easier to manage change and compliance, reducing the risk of disruption to your services.
4. Automation can improve customer satisfaction by ensuring that services are delivered faster and more reliably.
5. Automation enables you to focus on strategic tasks rather than mundane activities, improving your overall productivity.

Using automation to reduce the drain on IT resources and provide a better service experience is one of the key initiatives for digital transformation in the financial services industry. And to achieve success in this area, you need the right people, processes and technology in place.

“We’re lean and mean,” Deborah Rojas, Chief Information Officer for Charter Oak Financial says. Her department supports the IT needs of 300+ financial professionals and nearly 200 other staff with only a handful of full-time employees.

With TeamDynamix ITSM, the practice optimization team has created a single point of contact for IT and other types of support: a “one-stop shop” for people to get help.

“We had a merger three years ago, and people are still trying to learn names, functions, and responsibilities,” Rojas says. “Seats changed, and responsibilities changed. So, we said, let’s just keep it simple and use one email address and one phone number. With that, we’re providing the simplest way that people can find an answer to their questions.”

Automated workflows help ensure that IT service tasks are completed in a timely manner, and Rojas and her team have full visibility into the status of service requests—as well as the data they need to measure the team’s effectiveness.

Besides improving the ticketing experience for users, Rojas’ team has also streamlined offboarding processes, and they’re now working on transforming onboarding and developing the knowledge base.

“When you think about bringing someone into an organization, there’s so much that needs to be done,” Rojas says. “We want to help that person feel welcomed into our organization, understand the entire platform and who to talk to. We need to think bigger and bolder and then have some consistent way to deliver that experience, and TeamDynamix lines up well for that.”