ITSM, or IT Service Management, is a platform used by organizations to help manage and improve IT services. An organization’s ITSM platform is a critical part of any successful business, ensuring that the important tasks related to information technology are carried out efficiently and effectively.
As a critical tool for any organization that wants to manage its IT services efficiently, ITSM platforms enable teams to streamline various IT processes, thereby increasing efficiency and reducing downtime. However, traditional ITSM platforms can be complex and require specialized coding skills, which can be both time-consuming and costly.
Enter the flexible, no-code ITSM platform – a tool that enables organizations to create and manage their IT services without complex coding or scripting. This approach to ITSM has numerous benefits that can help organizations optimize their IT services, making them more efficient, cost-effective and user-friendly.
Understanding the Benefits of No-code ITSM Platforms
The primary benefit of using a flexible, no-code ITSM platform is its capability to streamline various IT processes while eliminating the need for coding skills. This means faster implementations with minimal overhead costs and more efficient operations as teams no longer need to become bogged down in complex coding projects.
The no-code nature also lends itself nicely to an Enterprise Service Management approach to service delivery. This means, with the right ITSM platform you can extend its use to departments outside of IT, like HR, facilities, marketing or even finance. Each of these departments can use the same ITSM platform to spin up their own portals, forms and knowledge base articles – without the need for IT help.
Another key advantage of such a platform is its ability to be tweaked and customized according to specific business needs without any custom coding involved. This eliminates the lengthy process associated with custom software development which would typically require significant resources in terms of money and time, something that would overwhelm already stretched IT teams.
In addition to saving resources, some platforms also provide real-time insights into business processes which allow administrators to further optimize the usage of resources within their organization. By leveraging analytics such as performance metrics, system latency measurement and workflow diagnostics among others, managers can quickly identify areas where improvements can be made as well as track overall progress towards core business goals.
Organizations should also take into consideration the importance of investing in an ITSM platform that guarantees reliability when it comes to service delivery.
Through a combination of features such as automated problem management capabilities, businesses can ensure continuous operation even during mission-critical periods without downtime or disruption in service quality.
Frontwave Credit Union has adopted a digital-first strategy to deliver a heightened experience to all members. Based in Oceanside, California, Frontwave has experienced a lot of growth over the last few years and that’s resulted in many competing priorities as the organization continues to scale. Because of this, there is a renewed focus on understanding process excellence.
“We’ve dubbed this year the year of the process, and that’s where we are really focused,” explained Roger Estrada, Vice President of Process Excellence and the Program Management Office. “We are meeting this increased demand by restructuring what we do and how we do it by making our processes scalable, creating better escalation paths, providing self-service opportunities and prioritizing requests based on different criteria. But it all begins for us by really understanding our value stream and overall service flow.”
Estrada and his team work cross-functionally with IT, Operations, Finance and many other groups to support the respective team’s initiatives.
As part of its digital-first strategy, Frontwave switched to TeamDynamix for service and project management as it offered a unified platform for ITSM, Project Portfolio Management (PPM) and enterprise integration and automation (iPaaS). With a no-code platform, the team can reduce time spent on system administration and can roll out new functionality, workflows and integrations faster.
Another way Frontwave is meeting increased demand for service and growth is by having a self-service portal supported by a robust knowledge base.
“The key to providing exceptional self-service, and getting people to adopt and use it, starts with being proactive and anticipating the needs of your users,” Estrada said. “You need to have a strong technology platform in place and build out your portal with a set of tools that allow users to find what they need with minimal effort, yet still provide an exceptional user experience.”
Having flexible automation tied to the service portal is part of that exceptional experience as it can smooth out the escalation path when tickets come in through the portal and automatically get routed appropriately for resolution. The technology helps to streamline the way technicians work, allowing for more time to be allocated to strategic initiatives.
Within TeamDynamix you can quickly spin up a self-service portal supported by a knowledge base and can build out dynamic forms for additional automation – allowing you to manage requests quickly and efficiently as they come in.
In addition, Frontwave is looking to automate manual tasks that bog down resources. TeamDynamix can supercharge ITSM and PPM by integrating with enterprise systems, or it can be used to integrate any applications for data transfer and automation. This can include Workday, Salesforce, Teams, Slack, DocuSign, Office365 or any of the hundreds of solutions that make up an organization’s tech ecosystem.
“Our focus is really on improving our operational layer and looking to optimize with technology enhancements,” Estrada said. “Our biggest focus is on delivering the best experience, products and service to our members.” And TeamDynamix is there to support that.
No-code ITSM Helps Saint Louis University Create an Agile Service Desk with Automation
Saint Louis University (SLU), a private Jesuit research university with 14,000 students and 9,700 faculty and staff, uses the TeamDynamix ITSM platform for managing the service desk, projects, assets and enterprise service for HR, Facilities and more.
Prior to TeamDynamix, SLU was using another tool for ITSM, but the product was complex and hard to manage. Configuring the system required specialized coding ability, and the university struggled to hire and retain the staff needed to administer it. As a result, when IT service leaders wanted to make changes to the system, they would contract this work out to a third-party provider.
“It would take at least a month to get any changes completed,” said Cid Cardoz, director of end-user IT services for the university. “We were willing to go back to the drawing board to see if we could find a solution that worked better for our needs.” Through his research, Cardoz found TeamDynamix.
“What caught my eye was the no-code nature of the platform, because that meant we could have anybody administer it without programming knowledge,” he observed. Now, Cardoz and his team don’t have to wait months to make changes, “we’re able to make changes on the fly and come up with solutions very quickly,” he said. “We have been making changes ever since we started using the system, adding new services to our service catalog—and the platform’s no-code nature makes this so much easier.” What used to take a month now only takes two or three days.”
Utilizing a flexible no-code ITSM platform brings about many benefits for organizations looking for ways to effectively manage their IT services while remaining agile and cost-effective at the same time. Not only does it eliminate the need for costly custom software development, but it also provides useful insights into operational performance allowing administrators to make informed decisions on how best they can invest their resources toward achieving long-term success.