SERVICE MANAGEMENT SOFTWARE ISN’T EXCLUSIVELY FOR IT.
With the standardization of many IT processes, there are many services that provide management solutions to match the needs of your IT teams. But there are other teams that provide key business support. What exactly is stopping them from using the same platform to improve their workflows?
There are many practical reasons for separating your support teams and siloing operations. Many options are great at separating data, but fail to address each teams’ specific needs and workflows. IT will naturally resolve requests differently from compliance or HR.
That being said, your support teams don’t have to be siloed. They will benefit from having a centralized area to coordinate, standardize and automate work. Multi-tenant platforms can provide specific benefits to your operations. Let’s look at a few of them.
1. CONSOLIDATED SERVICE REPORTING
Most teams run their own reports, but analyzing a single group does not provide full insight into the overall service output. Departments often work independently of each other, which results in non-standard reporting. This places a burden on your executives when trying to make decisions from unrelated data sources. Collaborative work between departments also often goes unreported. Interdepartmental tasks are mostly handled through email with no method to analyze data associated with each action. This prevents analysis of any standard workflows that involve multiple teams.
Multi-tenant platforms simplify reporting standards to better determine team and organization KPIs. CIOs can benefit from having both a high-level view over each department’s performance and the ability to dive deeper into individual metrics.
2. IMPROVED SERVICE MAINTENANCE
Integrations commonly play a large part in many effective service management platforms. They are often used to connect disparate systems in order to get deeper analytics and metrics around your service operations. An example would be a development team that uses Jira integrating with their service management tool to determine which changes lead to an influx of service tickets.
When managing multiple systems for various support teams, the effort of upkeep between all these integrations can become expensive and complicated. Multi-tenant solutions eliminate that risk by offering a single avenue with which to link your various assets together.
3. MORE COST-SAVINGS
Many service management platforms will charge on a user-by-user basis through licenses. You might think that more users on one system would drive up costs, but, in fact, individual license costs will often decrease. Multi-tenant platforms will often offer more flexible pricing around their licensing models, especially when overall user counts increase. Effectively blending together named and concurrent licenses to fit the needs of your business will also add to your overall cost-savings.
In closing, multi-tenant solutions have clear advantages over separate platforms by providing enhanced visibility over organizational performance, an ease of maintainability, and a lower operating cost. These platforms provide the building blocks to design a custom solution per team, while hosting all the data in the same area.