一个新的解决方案改变了IT功能
The company worked with RSM to implement RSM WorkHub, leading to significant benefits. The solution has consolidated IT service management and strategic portfolio management (SPM) applications into a single platform, 集中工作流程并消除不同的系统.
遵循实现, the company now has a first-class IT service management system where they can manage their intake not only by inbound email, 还可以通过带有服务目录的面向客户端的服务门户. 用户可以提交事件, 项目要求, 增强请求, 入门请求和新桌面请求很容易. Tickets are routed through RSM WorkHub to the appropriate departments for more streamlined project management, while enhanced reporting and service-level agreement creation brings accountability to the department and enables the appropriate setting of expectations.
“当我们进入ServiceNow功能并实现它时, 这个平台比以前丰富多了,首席技术官说. “Especially when we got into the IT business management module—it’s just shocking how deep and how much functionality there is now.”
From an IT team perspective, employees now can manage their work in one place. They also can now manage their yearly planning through ideation and manage their ad hoc project intake process through demand management. More robust assessments and prioritization capabilities align to the company’s strategic framework, 确保IT支持整个组织的愿景.
"RSM以可实现的价格点提供企业级解决方案,首席技术官说. “They demystified the complexity of ServiceNow and gave us what we needed to understand our IT workload and streamline our project management processes.”
支持IT的持续发展
最终, the RSM WorkHub solution has given the company the ability to manage all their IT work in one place and a clear vision into whether resources are underallocated or overallocated in certain areas.
除了, 随着IT优化的新重点, 公司成立了IT指导委员会. 在那些月度会议上, the CTO uses the insight and data from RSM WorkHub to report on the tickets IT has for the month and how they are classified, 向利益相关者展示该功能的价值.
“这是一种觉醒，我早就知道会是这样，”他说. “We are seeing benefits in terms of the workload; we’re starting to see patterns in data to identify problem areas and email has come down because users can simply update a ticket. So, 对生产力有信心, 是能见度, 是的，工作量, 对优先级和升级是肯定的.”
使用RSM WorkHub, the company has the foundation to begin looking toward additional resource management in other areas of the business. 他们计划进一步构建SPM模块, including gaining a greater understanding of time management and the breakdown of operational versus project work. 随着平台的成功, discussions are ongoing to determine where its functionality can be further utilized.
在实现新的工作流解决方案之后, 这家家具公司打破了IT和业务之间的壁垒, 加强沟通和协作. The IT department is now in greater alignment with organizational goals and is more proactive with solutions and less reactive to problems, 提供更高的价值和效率, 更像是企业的战略合作伙伴.
