A recent market study from TeamDynamix found that 78 percent of organizations surveyed listed resource constraints as one of their top challenges. If you’re familiar with ITSM (IT service management), it’s no surprise that many organizations find self-service and Knowledge-Centered Service (KCS^®) to be effective strategies to mitigate this challenge. And while both self-service and KCS are sound tools for ITSM, there are other strategies you should consider adding to build out a true 360 platform.

BRINGING IT SERVICE MANAGEMENT TOGETHER WITH PROJECT PORTFOLIO MANAGEMENT
In fact, to gain better control over all IT resources, many organizations use a one-platform approach for ITSM and project portfolio management (PPM). Of those surveyed, 61 percent said they are planning to move to a single-platform approach to manage 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 study found an astounding 77 percent of organizations surveyed are NOT currently engaging in resource capacity planning. To build a strong ITSM foundation and move ahead of the pack, it’s recommended more organizations explore the benefits a one-platform solution can have when building out their ITSM road map.

CITY OF SUNNYVALE, CALIF., EMBRACES A SINGLE-PLATFORM APPROACH

The city 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 is exactly what they have, a single view of all tickets and projects. This helps with resource planning, increases visibility and improves communication. Here’s what they have to say:

“With one platform, we can actually see the tickets that are being worked on, as well as the projects that are in the pipeline,” explains Hema Nekkanti, project management officer at the city of Sunnyvale, Calif. “That gives us the ability to actually allocate the resources appropriately, and there is no resource conflict. We have multiple dashboards for each of the departments so that they can see the entire portfolio of projects as well as their own projects.”

“I needed that resource management visibility,” adds Kathleen Boutté, CIO at the city of Sunnyvale, Calif. “Which is why TeamDynamix has been such a great tool for us. We have both the IT service management and project portfolio management areas. So, I can see if my team is working on a ticket or project, and I can see what availability they have so that I can forecast more effectively.”

COMPANY BIO

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 one, simple, codeless platform. From there, we focused on enterprise connectivity and workflow with a full enterprise integration platform – iPaaS. Life is complicated enough … we make it easier.