Solutions for the
Public Sector

Public Sector IT leaders are looking to no-code ITSM/ESM platforms to help reduce admin overhead and drive digital transformation.  Download this report to read about 6 different groups doing just this.

eBook - 2024 Outlook for Trends in IT Service Management

TeamDynamix serves the public sector community.

Default Title
Default Title
Default Title
Default Title
Default Title
Default Title
Default Title
Default Title
Default Title
Default Title
Default Title
Default Title
Default Title

Staffing Constraints are Top Challenge for the Public Sector

IT teams in the public sector are managing more applications than ever while also balancing an increase in complexity.  As a result, many are turning to no-code ITSM/ESM platforms to help reduce IT resource drain.

 

No-code ITSM platforms offer reduced admin overhead allowing teams to focus on more strategic work.  With a no-code platform, automation and integrations can be easily built out – without the need for developers – helping to reduce manual processing.

Staffing Constraints

Staffing constraints is the top challenge facing IT leaders in the Public Sector.

Funding Constraints

With a focus on digital transformation, IT leaders are opting to reduce admin burden.

Stay Ahead

IT leaders are looking for agile solutions that can be quickly adapted to new needs.

ITSM for the public sector

A Drive for Improved Automation of IT Service Management

A lack of automation in public sector ITSM exacerbates staffing and workload challenges. The CDG survey shows that government IT teams continue to spend significant time on manual service desk tasks. Respondents identified a “dirty dozen” time-consuming manual tasks, with managing service requests and tickets at the top of the list.

 

Respondents are also struggling to manage their current ITSM solutions. They ranked “system administration” and “creating integrations with other systems” among their most time-consuming ITSM tasks, suggesting that agencies could benefit from modern no-code ITSM.

Trends in IT Automation in the Public Sector

In a CDG study of IT practices in the public sector, more than half of respondents (58%) said they are adopting automated workflow processes now or plan to adopt them within 12 to 18 months.

 

That’s not surprising, given the issues government IT organizations face around rising workloads, growing complexity and limited staffing. Only 20% of respondents said their organization has fully adopted automation, suggesting that many agencies have big opportunities for improvement in this area.

ITSM-Automation

Driving Self-Service Adoption with Improved Portals

System end users – whether government employees or constituents – want to access information quickly, easily, and increasingly, without picking up the phone. Self-service support presents an attractive value proposition. Users can access information on demand, giving IT support resources more time to focus on other priorities.
 
There is a catch, however. Self-service options succeed only when information is accessible, complete, and actionable. For issues that require additional support, users must have the ability to submit a request quickly and get a response confirming receipt of the request and an expected timeframe for a response. 
 

Self-Service Checklist

  • Is it easy to navigate?  Can end-users easily find information and use a powerful search engine to find answers quickly?
  • Is it easy to modify?  Can IT – and other groups – quickly update the portal, manage knowledge base content and design?
  • Do you have a way to take feedback?  Employ knowledge centered service principals for a feedback loop.
  • Can you embed custom forms, and fields – build workflow – and automation to take action?
  • Is it integrate to back-end systems to create a personalized experience through Conversational AI?
  • Is it WCAG 2.1 AA compliant?  Is the portal meeting accessibility standards so that you can offer a unified experience?

Put the Power in the Hands of Your End-Users with Conversational AI

When you deploy a self-service portal with Conversational AI, you can change the way you chat.  Rather than simply offering the ability to scrape or scan your KB, you can instead embed forms to the chat, integrate to back-end systems, and create automation.  This will greatly improve adoption while having a dramatic impact on the IT team.

Password Resets

Automate password resets from the self-service portal by leveraging Conversational AI.

Equipment Replacement

Determine the assets owned by the end-user, and automatically initiate replacement requests.

An employee self-service portal was a pivotal step in streamlining IT service for the city.

Nathan Ignatz

System Support Analyst

City of Buffalo

80% of Public Sector IT leaders expect demand to keep growing.

IT leaders in the public sector know that service is everything and we agree. That is why we wrap white-glove services around our software.  From initial implementation to ongoing support, we do not outsource our service delivery – we stay by your side.

IT Service Management automation

Reduce Resource Drain

Many public sector IT organizations have 5% or more of their positions vacant, and they struggle with employee recruitment. More than 70% of IT officials said project timelines are being missed or extended due to staff shortages and skills gaps. More than 60% said staff fatigue or burnout is a significant challenge.

 

By reducing the time spent on manual, time-intensive tasks, IT teams can be more productive and can reduce turnover being caused by burned out teams that are not being used effectively.

This is the first ITSM platform that we’ve implemented that everyone loves to use.

Dusty Borchardt

Business Systems Manager

Oklahoma City

No-Code Automation Is Helping to Eliminate Manual Tasks

Modern ITSM/ESM platforms  are offering no-code integration and automation to help address the problems of growing demand coupled with resource and budget constraints.

By connecting enterprise systems, and building workflow automation, IT teams can reduce the time spent on manual, repetitive tasks.  In an InformationWeek market study, survey respondents stated that their IT teams are spending an average of 5-10 hours a week on manual ‘toil’ – this amounts to 2-3 months a year.

 

By connecting the ecosystem of enterprise systems (Tyler, Workday, HRIS, Oracle, ActiveDirectory, DocuSign, Salesforce and more) you can easily synchronize data and create workflows to eliminate manual processing and redundant data entry.

  • Create on/off-boarding workflows that can take days or even weeks out of the process – for a streamlined end-user and technician experience.
  • Automate password resets – including the ability to create and embed custom forms to a chat interaction with SSO and automation.
  • Automatically update the ActiveDirectory from a ticket – reducing steps required for user / group permission updates.

Modernizing ITSM in the Public Sector Market Report with 6 IT Leaders

Are you looking for ways to level up the IT Service Management function?  This report highlights 6 public sector IT leaders – illustrating how they have used automation to alleviate pressure and reduce IT resource and budget drain.  Download this report to learn how you can too.

eBook - 2024 Outlook for Trends in IT Service Management

CUSTOMER STORY

Sunnyvale, CA gains a single view of tickets and projects.

IT Service Management - service across the enterprise

CUSTOMER STORY

Pima County deploys smart ITSM with no-code workflow automation.

Pima County Supercharges IT Service Management ITSM

CUSTOMER STORY

Oklahoma City embraces self-service with flexible portal design.

City of Oklahoma Loves ITSM Adoption

CUSTOMER STORY

City of Madison gains a single view of tickets and projects.

CUSTOMER STORY

City of Goodyear adopts the ITIL framework for faster, better service.

CUSTOMER STORY

City of Buffalo automates manual tasks for faster, better IT service.

Which ITSM Vendor is Right for You? Get the Vendor Quadrant Report.

Whether you are looking to level up an older ticketing platform or considering migration to a no-code platform, you will benefit from this comprehensive report which looks at business value, ease of use, strategy and innovation across ITSM vendors. Get the Info-Tech Vendor Rankings Report.

ITSM Quadrant Vendor Rankings Info-Tech Software Reviews

TEAMDYNAMIX SOLUTIONS

TeamDynamix Unified No-code Platform

ITSM

Life-cycle IT Service Management with support for ITIL, assets, change, self-service, conversational AI and automation.

ITSM Automation

ESM

Make enterprise service management a reality with a single platform across IT, Facilities, HR, Marketing and more.

iPaaS

Let automation take off with no-code enterprise integration and workflow.  Embrace digital transformation.

Chat

Change the way you chat with conversational AI – natural language processing with automation.

PPM

Tackle projects of any size with a platform that is as simple or as sophisticated as you need it to be.

You might also like

TeamDynamix awards & accolades.

G2 Higher Performer
InfoTech Emotional Footprint
Gartner ITSM quadrant customer choice
InfoTech Quadrant
G2 Best Support

Experience TeamDynamix Today

Unlock the power of seamless service delivery, intelligent AI solutions and automated efficiency. Take your enterprise to new heights with TeamDynamix.