Columbus, OH (April 20, 2016) – There is no doubt about it–Higher Ed IT professionals are strained and the pressure continues to mount. According to the TeamDynamix 2016 Higher Ed IT Maturity Pulse Study, 59% of study participants self-rank at Level 1 or 2 (out of 5) in the maturity model. When looking beyond those rankings to understand the biggest challenges and roadblocks, 46% identified resource constraints as the top challenge and a lack of processes or controls as the top roadblock.
“Higher Ed IT professionals are often faced with unique challenges,” explains Andrew Graf, head of customer success. “Each year hundreds, thousands or even tens of thousands of new users flood the campus, each toting a myriad of devices. We work with our clients to create the most simplified and optimal user experience possible.”
55% of the study respondents state that less than 10% of service requests can be fulfilled via a self-service portal. Only 11% are reporting a fulfillment rate of 50% or greater. Self-service portals rest on a foundation referred to as the Service Catalog. It is the primary interface between the customer and the service provider and as such it can be extremely challenging to create one that is effective.
“Explaining technical services to a non-technical population can be as difficult as translating information from one language to another,” adds Graf. “So, how can you help students, faculty, and staff find what they need? One of the things we focus on is how to use a templated approach to build out the service catalog. We find that this can help our customers get a jump start. Another area that we tend to hone in on is resource allocation. We encourage our customers to put service management and project portfolio management on a single platform. This can deliver a much more fluid and dynamic approach to resource optimization.”
Visit www.teamdynamix.com/study to download a complete copy of the study.