The Resurgence of the IT Department

Gone are the days the Information Technology department is simply seen as a system support function that keeps things running and comes to the rescue when your laptop fails. IT has experienced a resurgence in the modern age of business, and is considered central to business strategy and to organizational success.

Today’s IT department lays the foundation for innovation and the establishment of competitive differentiators. IT dictates the speed at which the business moves through the acceleration of processes and the promotion of greater convenience and access for employees. However, this resurgence has not come about without new challenges. Never before has so much been asked of IT, all while the purse strings continue to tighten.

Optimizing Resources and Promoting Productivity

Technology is continually advancing creating growing pressure on IT to learn new skills. But with limited resources available, this often results in significant skill gaps or a lack of specialty expertise. So how can organizations optimize their existing IT resources and continue to drive productivity for their business? More often than not, automation plays a key role in the solution.

The Inevitable Adoption of the Cloud

Regardless of company size, industry, or geography, the impact of cloud computing on the IT department has been huge. While leading-edge organizations are well underway with their cloud maturity, many others have barely dipped their toe in the water.

The shift to the cloud is inevitable.

Even conservative organizations will approach this change. They often invest in long-term migration plans that take a hybrid approach – bridging on-premises systems and those based in the cloud. The reality is that a shift to the cloud is often less about moving systems or infrastructure, and more about data sovereignty and understanding the effect it has on everyday business processes. Furthermore, the practicalities of an initial move from large capital investments to an operational model can be tricky, and the task of navigating these complexities typically falls on IT.

The fact is that, while migration is easier said than done, cloud solutions create the ability to move faster and reduce the learning curve and dependence on IT.

IT as Technology Enablers, Not Gatekeepers

As the importance of IT in business strategy increases, more and more is asked of IT by the lines of business to help them be more productive and ultimately profitable. This growing dependence often strains the finite resources of IT who must prioritize business initiatives. As a result, pockets of Shadow IT form, where the line of business worker takes it into their own hands to procure and implement new technology. The problem is that this technology is typically unsanctioned, a duplication of software, or disconnected from the rest of the systems used.

To alleviate the pressure resources and the associated impacts, IT must continue to look for way to scale, becoming technology enablers for the rest of the business, rather than gatekeepers.

Our research has shown that there a number of key process that It can automate to aid this process:

Manage Help Desk Requests

The success of an IT help desk is frequently measured by the speed and quality of its service request management. Productivity suffers when employees can’t connect to a network, experience hardware or software issues, or have a tech support problem. Automating help desk service requests, including the escalation of requests to appropriate parties, can streamline the customer support processes, expedite resolution, and allow employees to get back to their work.

Use the Nintex Platform to:

  • Capture required information and set notifications to keep requests moving
  • Route requests to the correct technician or escalate overdue tickets
  • Integrate with knowledge bases to provide faster and more accurate responses
  • Integrate with ITIL/IT service management systems to ensure IT policy compliance

Manage and Track IT Assets From Acquisition to Disposal

IT asset management is an important part of a company’s strategy because it helps organizations manage their systems more effectively and avoid unnecessary purchases. By knowing what assets you have, where they are and who’s using them, IT can control asset inventory across the enterprise network and make decisions about hardware and software purchases and redistribution.

Use the Nintex Platform to:

  • Create self-service portals
  • Automatically assign/recycle licenses and hardware resources to different users
  • Create reports and views on current asset usage, updates and more
  • Schedule workflows to track firmware/software updates, resource usage, and warranty expirations

Provision User Accounts

User account provisioning is a business process for creating and managing access to resources in an IT system. For companies looking to lower the administrative burdens of account management and reduce risk, automated digital workflows can ensure all required approvals are received before granting users access to an application or data.

  • Easily add or delete user accounts for employees who are joining or leaving the company
  • Create forms that capture all required data
  • Keep a full audit trail of user account access
  • Route provisioning requests to the correct approver

Automate Message Notifications

Push notifications can draw attention to a message, but productivity can take a nosedive when notifications from multiple lines of business applications, phone, email, and SMS come through multiple channels and devices. Improve message management by integrating the Nintex Platform with line of business applications like Active Directory and Azure Service Bus to streamline notifications.

Use the Nintex Platform to:

  • Route messages according to their relevance to the correct employee and groups, improving employee productivity and morale
  • Create a single portal to view and manage all pending tasks and notifications
  • Prevent information leaks and ensure confidential information is secure

 

Interesting in learning more about the Nintex Platform? Sign up for a free demo today! 

 

Patrick Nguyen

Pat Nguyen has been with Nintex as a Business Analyst for almost two years. In his role he uses Nintex Forms and Nintex Workflow to build custom workflow solutions to solve business challenges. In his spare time Pat enjoys exploring Seattle on his longboard. He’s a University of Notre Dame alum and a Fighting Irish fan.