Prior to TeamDynamix ITSM, the State University of New York (SUNY), Brockport, was using an ITSM system that was cumbersome and hard to manage. By making the switch to a system that’s easy-to-use, agile and low code/no code – TeamDynamix’s ITSM platform – they were able to meet the challenges brought on by the pandemic in 2020.
When the coronavirus pandemic forced colleges to shift suddenly to remote learning during the spring 2020 semester, IT staff at SUNY Brockport, quickly revised their institution’s service catalog — making it easier for staff and students to find critical support.
Such a swift response never would have been possible with the IT service management platform the university was using before. “We wanted to be more timely and agile in making changes,” said Director of Information Technology Services Stephen Cook.
Cook and his colleagues are glad they made the switch. With TeamDynamix, SUNY Brockport now has a service management platform that’s easier for both IT employees and end-users alike, a no-code solution that doesn’t require much overhead to manage — backed by a company that is a full partner in the university’s success. Add to that, TeamDynamix costs less to license and to operate over time.
“We realized our ‘super’ users could actually make those changes quickly for themselves because it’s more agile, with a graphical user interface,” Cook said. “That would allow us to make changes on the fly.”
As a testament to the system’s ease of use, implementation began in April 2019 with a team of four people. By July 1, SUNY Brockport had completed Phase 1 of the implementation process, which included launching the ticketing system, service portal, and knowledge base.
“We had a service catalog and knowledge base already, but we had to recreate these within TeamDynamix,” Cook said. “We did all of that in less than three months.”
Because TeamDynamix is so easy to use, it’s transforming the delivery of IT service at SUNY Brockport. “We’re revisiting our business processes on the fly, which is improving our service,” Cook concludes. “TeamDynamix allows us to do that. We couldn’t do any of the things we do now with our old system without a significant increase in time and resources.”
Want to read more about SUNY Brockport’s experience? You can find it here: TeamDynamix’s Ease of Use Helps SUNY Brockport Transform IT Practices
If you are looking for more examples of TeamDynamix customers who have built stellar self-service portals with well-organized, user-friendly service catalogs check out our portals page: Stellar Client Service Portals
This post was originally published in March 2020 and has been updated with new information.