Working Better Together – How Organizations Can Better Manage Collaboration Across Teams

Texas Woman’s University (TWU) came to TeamDynamix to update an aging legacy system. “We needed a solution for project management and ITSM as well,” said Heather Davis, manager of IT training and development. As TWU Technology discovered in its evaluation, TDX provides an integrated ITSM platform to extend beyond IT to support facilities, admission, marketing, and HR. This one platform can expand and interact with PPM and resource management to meet both current and future university needs.

 “One benefit of a centralized solution is it provides a holistic picture. With the ability to tie service usage to project and support requests, we are better able to manage prioritization and workload,” said Lena McLain, Sr. Applications Developer at TWU Technology. “ESM helps us align with the university’s strategic plan and goals while maintaining excellent service through the ITIL framework in ITSM.”

At Covenant HealthCare, CIO Frank Fear recognized the value in having a combined ESM/PPM strategy, “As the CIO, I have IT resources, and I need to assess their capacity,” he said. “I look at what capacity do they have to work on projects, to work on change requests, to work on support requests. At the 40,000-foot level, having a comprehensive project management solution that also operates with the service management platform, allows me visibility for insight into those areas, and allows me to plan for project-based work based on the capacity to handle support requests and change requests.”

According to Fear, like many other business and organizations Covenant is becoming a digital business that provides healthcare, “Our customers need our support, so the demand is escalating and it’s only going to increase.”

Driving that increase, in part, for Covenant and hospital-based organizations nationwide, is the post-EHR (electronic health record) operation environment, “Just a small number of years ago, a relatively small percentage of patient care organizations in the United States had digital health records, so naturally, the first step was to implement EHRs… We’re now over 90-percent fully electronic in our processes. So now, we need to learn how to work different, and we need to leverage information technology to help create those process and performance changes,” Fear said.