Harnessing the Power of No-Code Service Management for Better, Faster Service

Having the right tools in place to manage operations, projects, services and resources in the most efficient manner possible is critical for public institutions these days. Not only does this help with resource drain, but streamlined processes and communication keep everything running smoothly and projects on track for success.

One of the best tools you can invest in is a codeless work management solution that brings tickets, projects and integrations together on a single platform.

By investing in codeless service management platforms that combine IT Service Management (ITSM) and Project Portfolio Management (PPM) with integration and automation you can supercharge your service management enabling effective resource capacity planning and overall enhanced transparency into the work being done both inside IT and within various departments throughout your organization.

Other benefits include:

1. Improved collaboration and communication – With a single platform, it’s easier for teams to collaborate and communicate effectively. With all the tools in one place, everyone can access the same information and work together more efficiently. This can lead to faster decision-making and more effective problem-solving.
2. Streamlined processes – IT teams can create workflows that automatically trigger tasks for project-based events. Departments outside of IT can utilize integration and automation for processes like onboarding employees and more.
3. Better visibility and control – When all IT functions are consolidated on one platform, it’s easier to get a comprehensive view of the organization’s technology landscape. IT leaders can see all of the projects, tasks, tickets and resources in use at any given time and can adjust as needed to improve performance. This increased visibility and control can also help teams identify areas for improvement and optimize their workflows.
4. Reduced costs and complexity – Rather than purchasing and maintaining separate tools, and building homegrown automations between everything, IT teams can use one platform that covers all of their needs. This can reduce the time and resources required to manage multiple tools, as well as the costs associated with purchasing and maintaining them. With everyone on one platform, you have a lower total cost of ownership.
5. Enhanced security and compliance – IT teams can create policies and procedures that apply to all IT functions, ensuring that data is protected and regulatory requirements are met. This can be especially important for public sector organizations.

Working Better Together

Having ITSM and PPM, along with integration and automation, on a single, no-code platform ensures that processes are streamlined from beginning to end. Using just one platform, teams can complete tasks quickly without toggling between different software. This not only speeds up service delivery but also contributes significantly to cost savings due to reduced man-hours spent managing resources.

Additionally, because it’s codeless, you can democratize workflow and integration building so IT resources aren’t bogged down with requests. This means you can cut down on your integration backlogs while still maintaining visibility, security and governance over the connections and automations being built outside of IT.

By allowing technically inclined employees in groups like HR or facilities to integrate and automate their own processes and software – you increase transparency around the work being done throughout your organization. This transparency allows stakeholders to make better informed, data-driven decisions about strategy, cutting down on the silos that can exist within organizations. You get the added benefit of groups outside of IT being happy to not have to put projects on hold while they wait out IT backlogs and resource constraints.

Making Data-Driven Decisions at the City of Goodyear

These days, it’s almost a given to assume that IT departments are understaffed and overextended. However, “it’s one thing to say we’re overworked—and it’s another to be able to illustrate this with concrete data,” explained Lisa Faison, CIO for the City of Goodyear, Arizona, municipal government.

Having the data to back up this assertion makes all the difference in justifying a larger investment in resources to organizational leaders. With the help of TeamDynamix, Faison and her colleagues in Goodyear’s IT department have been able to do just that, which has led to improved service for the city’s nearly 1,000 employees.

Using TeamDynamix for ITSM and PPM gives city leaders a holistic view of the work employees are doing. In addition, the platform allows for simple configuration and automation of IT processes, without a lot of coding or administration needed on the back end.

Automated workflows have helped streamline key processes and improve the delivery of IT services. For instance, the IT team established an automated workflow within TeamDynamix for purchasing hardware and software, with requests being routed automatically to the appropriate people for approvals. “It’s a nice, fully automated workflow,” Faison said. “We’d like to implement automated workflows in other areas moving forward as well.”

In addition to workflows and automation, Goodyear has been able to implement self-service and now 75% of all tickets are coming into the helpdesk via the portal. “We did a training roadshow,” Faison said, whereby IT staff met with various departments and showed them how to use the self-service portal. They also handed out pens with the link to the portal etched on the side. This internal marketing campaign has contributed to widespread adoption.

On the project side, TeamDynamix gives the city’s IT department a simple way to evaluate, approve and manage projects of all sizes. Managing IT projects and service requests within the same platform gives leaders a holistic view of the work that team members are doing.

“It helps us evaluate whether we can take on new projects based on the people we have available,” said Remi Nunez, senior IT project manager – this is critical for reducing resource drain. Having clear data showing the scope of the work that team members are doing also gives IT leaders the evidence they need to advocate for additional staffing in areas that require it.

For instance, Faison and her colleagues knew the GIS team had a constant backlog of work, but they weren’t able to quantify this challenge before. With TeamDynamix reporting, they were able to demonstrate this need and hire another full-time GIS employee.

One year into using TeamDynamix, having better visibility into project and service information has helped the city’s IT department improve customer service for employees—and the city has only begun to scratch the surface of what the platform enables.

As Goodyear’s IT maturity continues, Faison and her colleagues will be looking to use the data they collect on IT projects to accurately forecast the amount of time that new projects will take, so they can allocate resources to projects more effectively. They also plan to help other city departments use TeamDynamix for enterprise-level service and project management.

To see how other organizations are supercharging their service management using a codeless service management platform, check out this eBook: Automate IT – A Playbook for Supercharged ITSM.