A recent market study by TeamDynamix found that 78% of organizations surveyed cited resource constraints as one of their top challenges. If you are familiar with ITSM (IT Service Management), it is not surprising that many organizations find self service and Knowledge Centered Service (KCS)®) be effective strategies to mitigate this challenge. And while self-service and KCS are strong tools for ITSM, there are other strategies you should consider adding to create a true 360 platform.
ASSOCIATE IT SERVICE MANAGEMENT WITH PROJECT PORTFOLIO MANAGEMENT
Indeed, to better control all IT resources, many organizations use a single-platform approach to ITSM and project portfolio management (PPM). Of those surveyed, 61% said they plan to move to a single-platform approach to managing all IT resources.
There are many benefits to bringing ITSM and PPM together for proper resource capacity planning, including improved IT productivity, improved quality of service, and improved IT performance measurement and reporting capabilities.
Yet despite these benefits, our market research found that 77% of organizations surveyed are NOT currently engaging in resource capacity planning. To build a solid ITSM foundation and get a head start, more organizations are recommended to explore the benefits of a single-platform solution when building their ITSM roadmap.
CITY OF SUNNYVALE, CALIFORNIA ADOPTS ONE-PLATFORM APPROACH
The ctown of Sunnyvale was looking for a two-in-one cloud-based SaaS solution that could handle service desk tickets, project management, and time tracking. Today, that’s exactly what they have, a single view of all issues and projects. This facilitates resource planning, increases visibility and improves communication. Here’s what they have to say:
“With one platform, we can actually see the tickets being processed, as well as the projects in progress,” says Hema Nekkanti, project management manager at the City of Sunnyvale, California. “It gives us the ability to allocate resources appropriately, and there is no resource conflict. We have multiple dashboards for each of the departments so they can see the entire project portfolio as well than their own projects.
“I needed this visibility into resource management,” adds Kathleen Boutté, CIO of the City of Sunnyvale, California. “That’s why TeamDynamix has been such a great tool for us. We have both the areas of IT Service Management and Project Portfolio Management. So I can see if my team is working on a ticket or project, and I can see their availability so I can plan more efficiently. »
Work better together. Our philosophy is that technology should be easy to use, own and operate – so we put IT Service Management (ITSM), Project Portfolio Management (PPM)and Enterprise Service Management (ESM) together – on a simple, no-code platform. From there, we focused on business connectivity and workflow with a enterprise integration platform – iPaaS. Life is complicated enough…we make it easy.