City of Avondale Improves Efficiency, Service Delivery Using TeamDynamix ITSM

Prior to TeamDynamix, Scheetz said people would have to call or email the help desk with service requests. Now, rather than managing all of the emails and ticket requests, they have the portal, as well as workflows and automations, to ensure everything is being handled quickly and efficiently.

“The workflows [we have set up] ensure that the requests are handled efficiently and provide additional reporting capabilities,” he said. “Before, it was hard to prioritize tasks without a full view of what was going on.”

Now, government employees can submit IT service requests through a self-service portal, as well as find answers to common questions and problems within the growing knowledge base. When service requests are submitted, they are routed automatically to the appropriate team member for a response based on the nature of the issue. Team members are automatically notified when tasks that affect them are completed or require their involvement—and comprehensive dashboards give IT leaders full visibility into the status of all service requests.