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To remain aggressive and discover new, creative methods to maintain their IT groups completely satisfied and productive, many organizations are upgrading their IT Service Administration (ITSM) instruments and shifting to codeless ITSM platforms that supply extra flexibility and easy-to-configure integration and automation at a decrease complete price of possession.
In Arizona, at Pima County, Data Know-how Chief Mark Hayes mentioned efficiency points with their previous ITSM platform drove them to marketplace for a more recent system. Their previous software was changing into tough to make use of and now not had the performance they wanted to help the wants of the rising inhabitants and the newer calls for for a extra digital expertise. As well as, workers have been fighting a scarcity of automation and integration — which was inflicting a drain on IT assets and leading to worker burnout.
To resolve this, Pima County chosen TeamDynamix ITSM with iPaaS. iPaaS is a codeless enterprise integration and automation software you may leverage with ITSM, or by itself. With iPaaS you may combine methods throughout a company utilizing a library of connectors to your ITSM, Salesforce, Workday, Office365, DocuSign, Energetic Listing, Azure and extra right into a single hub.
iPaaS additionally permits you to arrange workflows utilizing a drag-and-drop codeless builder to automate frequent and repeatable processes using these integrations between methods.
At Pima County they’re utilizing iPaaS to automate the onboarding and offboarding course of for HR.
Relating to onboarding new hires, the county’s aim is to have new workers arrive on day one with all the things they should get to work, “You don’t must waste a lot time in relation to onboarding,” Hayes mentioned. “It truly is such a bitter expertise for a brand new rent to return in, at the present time, and sit round for 3 days ready on their pc to indicate up. We have to get out of that mode and iPaaS goes to assist us try this.”
As well as, utilizing iPaaS to automate offboarding will save numerous hours for a course of that’s usually very handbook and closely audited as Pima County is a authorities entity.
“As a authorities group we get audited by the state yearly and so they wish to know what these stale accounts are doing sitting right here,” Hayes mentioned. “Offboarding is at the moment a really handbook course of — having to assessment the record from HR of people who find themselves now not employed with us and manually revoking their privileges from all of the totally different methods and software program and disabling their accounts. There’s completely no cause for that to not be automated. iPaaS goes to assist us quite a bit with this and save us time.”
All that point provides up, and it’s that saved time that’s making all of the distinction for Hayes.
“Previous to TeamDynamix, we didn’t have the power to automate issues and construct workflows to do issues that remove toil and redundancy for our workers,” Hayes mentioned.
With organizations struggling to take care of or rent new expertise, particularly in IT, this was vital for the county, “Individuals really feel a lot extra empowered and have a lot extra price when they’re doing issues which are intellectually rigorous and difficult versus when they’re simply repeating the identical mechanical actions again and again and over with little or no thought,” Hayes mentioned.
And Pima County isn’t the one group attempting to enhance its worker expertise by way of IT automation.
Nutrabolt Supercharges ITSM with Ticket Automation, Account Creation and Extra
At Nutrabolt, a quickly rising energetic well being and wellness firm primarily based in Austin, Texas, their previous assist desk software wasn’t reducing it. “We had a assist desk software in place, nevertheless it was not purposefully constructed,” defined Mark Dittenber, Director of IT. “It was very generic, and there was no self-discipline in using it.”
Dittenber and his workers wanted a versatile, customizable ITSM platform that would scale with the quickly rising firm and help new IT processes with automated workflows now, and into the longer term, as the corporate’s IT operations continued to mature.
“I favored the light-weight nature of TeamDynamix, in addition to its capability to scale with our wants,” Dittenber mentioned.
Utilizing TeamDynamix, Dittenber and his group have created personalized types and automatic workflows to create community accounts, assign rights and privileges to new teammates, submit and observe service requests, request and approve IT adjustments, provision new gadgets, and extra.
As they create new IT processes from the bottom up, they’re additionally constructing out a information base and a self-service portal. Having thoughtfully crafted processes in place — and the correct enterprise service platform to help them — has already made a huge impact in only a few months.
“We actually discover this after we onboard new teammates, they’re ramping a lot quicker,” Mark mentioned.
Study extra about supercharged ITSM: Automate IT – A Playbook for Supercharged ITSM.
Andrew Graf is the Chief Product Strategist for TeamDynamix. His ardour lies in serving to organizations thrive in an ever-changing surroundings. As a co-founder of TeamDynamix, Andrew is nicely versed within the frequent points going through IT leaders– as the necessity for elevated IT Maturity rises, he is ready to assist map out a approach ahead.
