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Why State and Local Governments Are Moving to One Platform for ITSM and Project Management

State and local government IT teams are being asked to provide more support and more IT services without adding an increase in resources.

by TeamDynamix / July 1, 2020

State and local government IT teams are being asked to provide more support and more IT services without adding an increase in resources. However, with information and tools distributed across multiple platforms, resources can often find themselves bouncing all over the place and wasting valuable time. Most IT technicians are assigned both tickets and project task work — and most of the time the tickets are in one place and the project work, well that is splintered in many different places!

What happens? The technicians lose sight of the project work and budgets, timelines are busted, and teams are frustrated. No one wants to work this way. To overcome this, organizations are looking at how service requests are made and routed as well as how this can be combined with project tasks to give support techs one screen, one work management platform.

Integrated View of Tickets and Project Tasks

An integrated work management platform combines service management and project portfolio management into a centralized hub to help IT teams gain visibility; automate workflows; enhance efficiency; and ultimately provide better experiences to the public, businesses, and employees. Further, executive leadership can then better manage resources, optimize and workload balance effectively.

Government agencies are often under pressure to stretch tight budgets and spend tax dollars responsibly. Given that personnel costs account for more than 40 percent of annual spending for state and local governments, organizations need to maximize employee time; one platform for all IT work can go a long way.

In one study, 52 percent of large government IT projects went over budget, were behind schedule or did not meet expectations; and 41.4 percent were abandoned or had to be restarted. Why is this? Typically, the answer is poor controls and governance — without a project management platform there is no way to know where the risks are or how we are doing on deliverables or resource utilization.

Importance of Keeping Remote Teams in Sync

With new constraints, departments and IT leaders do not have the luxury of only focusing on one or two things at a time. They have their regular workloads to manage, they have several different projects on the go, and they are supporting project work from other business areas. Keeping track of this work accurately is critical to prevent things from being missed — this is especially true when managing remote teamwork. From simple tracking of how much time is being spent on project tasks to tracking status updates, dependencies, and project risks.

For these reasons, IT leaders are starting to move to IT Service Management software that is also integrated with Project Portfolio Management (PPM) so that the full scope of work can be managed, workflows can be streamlined and end users can benefit from having a centralized view of work assignments.

TeamDynamix offers a single approach — all from within the same cloud-based platform for better use of resources, faster turnaround time and better visibility to timelines and budgets. To find out more about streamlining your IT workflow, please click here.

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