In an organization, IT is rarely the only group that offers services – whether to employees, customers or citizens – and state and local governments are no different. But not every group has an organized system for service requests – that’s where Enterprise Service Management (ESM) comes in.
As state and local governments kick off digital transformation initiatives, many find their existing IT Service Management (ITSM) tool presents a stumbling block. Fortunately, more modern, codeless ITSM platforms provide the necessary capabilities for success – combining Project Portfolio Management (PPM), Enterprise Service Management (ESM) as well as integration and automation (iPaaS) in one platform.
As state and local governments continue to modernize, many are making the switch to codeless service management platforms that can integrate with automation tools like iPaaS. Not only do these types of tools offer great flexibility, but they also often have a lower total cost of ownership. Here are two stories from local governments who recently made the switch.
Did you know the average IT worker spends up to 10 hours a week – that’s one whole financial quarter per year – on completing manual tasks that should be automated? These are tasks like onboarding and offboarding users, name changes, department changes, password resets, etc.
As state and local governments look to modernize aging IT infrastructure and offer more self-service to residents in this digital age, it’s becoming clear that successful digital transformations rely on a solid IT Service Management (ITSM) foundation – a foundation that will form the backbone for a broader use of service management best practices. The combination of a clear ITIL framework and a flexible, no code, easy-to-use ITSM platform is essential for any organization striving to meet the needs of its end-users with both limited budgets and resources.
If you have experience in IT, you know that minor issues and anomalies in IT services can easily become a huge bottleneck for technicians. Without the right IT service desk technology, manual processing can bog down your resources and cause unnecessary waits for those needing help. As a result, end-user satisfaction will start to fall as people suffer through long hold queues and waste valuable work hours trying to resolve issues instead of focusing on their own projects. In this article, we will discuss three challenges faced by the IT service desk and how you can overcome them.
By Andrew Graf, Chief Product Strategist, TeamDynamix First developed in the 1980’s, the IT Infrastructure Library (ITIL) is a library of volumes describing a framework of best practices for IT service management (ITSM). Since its introduction, ITIL continues to evolve. Today, it includes five books, each covering a different ITSM lifecycle stage. These stages include […]
Raleigh’s IT team wanted to improve user experiences, said Spencer Smith, applications manager for the City of Raleigh, at ServiceNow’s Knowledge 19 Conference in May. The city consolidated seven IT departments into one ServiceNow enterprise IT service management (ITSM) platform. They took a grassroots approach, letting each success help build momentum.