(Supported Content) If you have experience managing an IT Service Desk, you know that small issues and anomalies in IT services and processes can easily become a bottleneck. What may not be obvious, however, is that the ITSM platform itself can become a drain. When evaluating the supporting technology, consider whether it requires a significant amount of time to manage; If it is not working optimally due to additional development and programming needs; if it provides end users with a viable self-service option; And if he can bring all the work together in one place – tickets, issues, change requests and project work.
Without the right IT service management technology to support the team, manual processing, redundant data entry, and poor access to information can hog your resources, cause unnecessary waiting periods for those who need help and cause strategic initiatives to be forgotten.
5 areas to check the effectiveness of the ITSM platform
- Do you combine ITSM and project management together? Oftentimes, technicians are assigned to both ticketing and project work – managing these things in different systems can be problematic. There is never a single view of all work, and managers cannot adequately manage resources which causes technicians to be over- or under-allocated.
- Do Service Portal Compatible with WCAG 2.0 AA? Ensuring access is important and often legally required. Increasing web access better helps end users of the Service, and failure to comply can result in lawsuits or other legal implications. With out-of-the-box compliance, you should look for hidden costs that can be charged if the portal requires updates every time the system is updated. It is important to ask questions about how access is deployed and how to manage it during updates.
- Does it run the full ITIL framework? IT service management encompasses a range of functions – from ticketing and incident/issue management to asset discovery and change management – it is important that all of these functions work together. It’s also important to be able to include the ITIL framework with workflows and automation – whether you’re just starting to explore this or have already invested, you need to make sure that you can grow in the framework over time.
- Look at the total cost of ownership / management of the platform: What does it really take to run the ITSM platform? Take a closer look at how to configure it – will it require coding or scripting? What does it take to manage it? What if another department outside the IT department wants to use it, like HR? How easy is it to create another service request for HR? Can they create their own configuration and workflows, or will it take more IT resources?
- Can it be used by the institution? Service management is no longer just for IT – it’s now used in human resources, procurement, facilities, marketing, and more. It is important that you have the flexibility so that you can either deploy one platform across the organization using one portal, or sites for different departments. With the right tool, you can maintain one enterprise service platform while still serving a unique landing page to each group, while directing all requests to one platform. Take advantage of iPaaS to integrate with other systems for quick action like HRIS, CRM, etc.
How did the Covenant improve productivity and results?
In the healthy age they needed a better way to manage tickets and projects in the IT field as the needs of staff, doctors, nurses and patients continued to evolve and grow.
Frank Fair, Covenant Chief Information Officer, recognized that a change was needed as technology expectations in healthcare began to shift. “Our patients expect technology. They expect certain things like virtual visits and the ability to schedule an appointment online.”
And it’s not just patients who expect technology.
“In healthcare, they need fast, fast access to a large amount of complex data,” explained Raymond Hall, director of technology at Covenant Health. They’re asking to see the patient’s chart and the x-rays and all that information, and they want to be able to get to this workstation and see it all in there.”
“I have my own CIO dashboard, and at one glance I can see any negative survey done in the last 24 hours, pivot and look at any project in case it’s red in need of my attention, then focus and have a look at it,” said Veer. What will happen in the next 30 days, then pivot and see the important tickets that could affect our entire organization.” “That’s great. It’s the pieces that come together in one part for me, as a leader, to be able to manage and support our organization.”
Another “wow” to fear? They do not need a dedicated dedicated employee to manage and maintain the TeamDynamix platform. “We felt that TeamDynamix has all the advanced functionality that other products have but doesn’t require the need for a full FTE to manage and support it.”
Andrew Graf is Senior Product Strategist at TeamDynamix. His passion lies in helping organizations thrive in an ever-changing environment. As one of the founders of TeamDynamix, Andrew is well versed in the common issues facing IT leaders – with the growing need for more IT maturity, he is able to help chart a path forward.