Many institutions are implementing ITIL to ensure they have a common vocabulary and methodology surrounding request fulfillment and incident response.
Increased demands for online and blended learning experiences put pressure on higher-ed IT organizations, but IT budgets are staying static or even decreasing.
TeamDynamix ITSM makes a positive impact when paired with ITIL in higher education. Yancy Philips, IT Team Director for Indiana State University, explained how their old basic ticketing system that was used to manage the delivery of IT service “served its purpose for many years, but as we started to adopt more ITIL best practices and worked to improve our service delivery, we knew we needed something more.”
That something more was TeamDynamix.
“People are thrilled with our service now,” Philips says.
Likewise, in an ever-connected world, state and local governments need to provide new services and keep up with changing needs while often balancing tight budgets.
Implementing ITSM best practices enables organizations to standardize and optimize the way they respond to the ever-increasing demand while keeping operational costs low and customer satisfaction high.
Dusty Borchardt, Business Systems Manager for Oklahoma City, said that they adopted the ITIL framework more than 15 years ago. He explains that they’d had effective processes in place for a while, but they “haven’t had a decent toolset to manage them” until they utilized TeamDynamix’s ITSM platform.
“TeamDynamix has brought simplicity to our operations,” Borchardt says. “This is the first IT Service Management platform we’ve implemented that everyone loves to use.”
Whether you’ve been using ITIL for years or are just starting, the right ITSM tool makes a difference.
The City of Goodyear recently switched to TeamDynamix for ITSM to address their lack of ITIL maturity and growing workloads.
“It’s one thing to say we’re overworked—and it’s another to be able to illustrate this with concrete data,” said Lisa Faison, deputy CIO for the City of Goodyear, Arizona, municipal government.
A few years ago, the City of Goodyear didn’t have any way to track the status of IT projects. The city government had a ticketing system for managing the delivery of IT services, but this system was very limited in what it could do and what information it could provide.
“We wanted to increase the maturity of our IT operations by moving to ITIL processes,” Faison said.
This meant bringing the oversight of IT services and projects together under a single platform for IT Service Management (ITSM) and Project Portfolio Management (PPM) to give leaders a holistic view of the work employees were doing. What’s more, the platform had to allow for simple configuration and automation of IT processes, without a lot of coding or administration needed on the back end.
One year into using TeamDynamix, having better visibility into project and service information has helped the city’s IT department improve customer service for employees—and the city has only begun to scratch the surface of what the platform enables.
As Goodyear’s IT maturity continues, Faison and her colleagues will be looking to use the data they collect on IT projects to accurately forecast the amount of time that new projects will take, so they can allocate resources to projects more effectively. They also plan to help other city departments use TeamDynamix for enterprise-level service and project management.
Want to learn more about ITIL? Read 4 ITIL Best Practices to Revive Your Service Management.
This blog was originally published in May 2020 and has been updated with added information.