3 Advantages of a Low-Code ITSM Solution for Higher Education IT Departments

Posted by on December 03, 2017

3 Advantages of a Low-Code ITSM Solution for Higher Education IT Departments

For IT organizations, the programming effort required to customize software solutions to meet the unique needs of the organization can hamper agility while requiring a generous budget. In contrast, a low-code solution, which allows you to configure your IT solution without actually writing code, gives your IT department the freedom to customize solutions in house, without the need to budget for software developers and consultants. Low-code design architecture also gives your IT department greater flexibility for project development.

Perhaps nowhere can low-code software have a greater impact than in the area of IT service management (ITSM), which is arguably IT’s greatest workload in the world of higher education. In the higher education setting, where departments are often strapped for resources and budget, opportunities for homegrown solutions are welcomed. TJ Martinez, Director of Customer Support for the University of New Mexico’s Core Information Technologies Department, appreciates the DIY element low-code architecture brings to their ITSM initiatives. "You don’t need highly skilled developers and resources to make changes to the system,” explains Martinez.

Implementing an ITSM solution with a low-code architecture means that there's no step of the ITSM process—from initial setup and configuration to all the maintenance, modifications, integrations, and enhancements—that requires knowledge of a programming language. Only a foundational knowledge of a low-code ITSM product is required for your IT department to accomplish major tasks. Take a look at three major advantages of a low-code ITSM solution for college and university IT departments:  

1. Greater Independence, Agility, and a DIY Philosophy

The refrain from your fellow higher education IT leaders is consistent and clear: Being beholden to developers is an impediment, not an advantage. Joshua Tooley, an Associate Director of IT Support at Texas Christian University, praises the low-code aspect of their ITSM solution for giving the service desk freedom “to build everything we need to do our jobs without expert developers.”

IT departments at colleges and universities are asked to do a lot: Maintain the systems used by students and professors, and also offer technology support for multiple departments, from facilities to research to recruitment. Expectations are high, but timelines and budgets are often quite limited. Campus IT departments have learned to adapt to these constraints, and develop a DIY spirit. Low-code architecture allows your IT department the freedom to easily come up with solutions on your own—without the need for developers—and implement them quickly.

2. Lower Labor Costs, and a Broader Candidate Pool

Recruiting for an engineer with a skill set in a specific programming language narrows the applicant field, while increasing candidates' salary requirements. Especially for remote campuses, far from the coasts or major cities, recruiting for these specialized skills bears a particularly high level of difficulty.

The market for staff who can work with a low-code ITSM solution, in contrast, is wider and more budget-friendly. This means hiring to support your ITSM program is easier, as is handling turnover among staff.

Tweet this: Having a low-code ITSM solution can allow organizations to recruit from broader candidate pools

3. Ability to Innovate and Offer Value Beyond ITSM

While delivering IT services and support is at the core of any IT department’s higher education mandate, what if IT were capable of building solutions that could help other departments deliver their own specialized services? Imagine having a single tool that helps campus security to better manage its staffing requirements, the admissions office to score and track applications, the registrar’s office to administer the course approval process, and library services to automate notifications for overdue books. What if you were able to build anything with your ITSM tool that you are able to draw on a whiteboard?

This is the where the real magic happens with the low-code approach. With an ITSM tool that’s built on a low-code platform, you aren’t limited to the ITSM functionality built into the tool; you can build countless solutions that enable other departments to better execute upon their own unique initiatives. In fact, by offering value that goes far beyond that which you are expected to deliver, you make your team truly indispensable to your institution of higher learning.

Find New Freedom with Low-Code Architecture

It can seem like a smart, sophisticated choice to build your ITSM solution on a specific programming language. This decision, however, locks you into a propriety solution, limits your staffers' ability to be nimble and responsive, restricts your recruitment pool, and hampers your team’s ability to innovate. In contrast, low-code technology allows you to rapidly develop low-cost, specialized solutions that support not only your team and the services they deliver, but also the broader mission of higher education.

Next up: Download our eBook for ITSM success stories from eight universities.

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