When it comes to IT Service Management, chaos is not something that you want to live with. As a result, IT organizations are increasingly trying to move from an unorganized, reactive approach to a more organized, managed, measured, and proactive approach. When accomplished, this transition shows the capability of IT organizations to serve as a true, stable partner in achieving organizational goals.
In this HDI toolkit, you will learn how to take your IT Service Management team to the next level. Understanding the value of self-service portals and Knowledge Centered Service (KCS®) will help you leap forward in IT Service Management maturity. (KCS® is a service mark of the Consortium for Service Innovation™)
Study this toolkit to begin your IT Service Management assessment.
“If you’re trying to develop a strategic plan… and you want to align your technology with that plan, TeamDynamix gives you the platform to do that and to be very strategic in the process,” says Tom Pagano, Chief Information Officer at JCCC. “It helps you quickly triage the issues and get them to the right people to answer the question or fix the problem quickly.”
Strategic planning is a key piece of IT Service Management maturity. As JCCC looked at their plans, they saw that their technology needed to align with those plans in order to be truly strategic. This allowed them to shift from basic IT Service Management to more advanced, in-depth processes that positioned them as a strategic partner.
Learn more about the team at JCCC and their strategic plans.
Scroll down to view the case study.
Institutions are taking a more centralized approach to IT by implementing a single IT Service Management platform, making it easier for users to request services and check the status of a service request. IT staff members are better able to manage and resolve requests while improving communication across departments. By centralizing IT Service Management, organizations can move towards maturity.
This live panel features leaders from BYU-Idaho, Texas Woman’s University, and the University of New Hampshire System. Each organization discusses their struggles with using multiple platforms for managing IT Service Management, the negative results of doing so, and how it’s all turning around thanks to centralizing their IT services.
Gather your team and hear how these IT leaders approached centralization.
View the panel now to learn more.
“One of the things we’ve done to expedite resolution is to develop an internal knowledge base for technicians. If someone doesn’t know how to do something or has a specific question, we’ll publish an article in the internal knowledge base,” says Jason Welborn, Manager of the RITE Service Desk at SUNY Buffalo State.
Their IT Service Management organization was originally using 3 to 4 different systems. They realized that they could improve efficiency if they were able to move all those processes to one IT Service Management platform with integrated project management. They’re now putting time back into their day and sharing knowledge more readily.
Read how SUNY Buffalo State benefited from moving to One Platform.
View the case study from Buffalo State now.
USE THIS HDI TOOLKIT TO ASSESS YOUR MATURITY WHEN IT COMES TO IT SERVICE MANAGEMENT
JCCC GAINED A NEW PERSPECTIVE
ON IT SERVICE MANAGEMENT; CREATING GREATER
IMPACT ON THEIR ORGANIZATION
A CENTRALIZED APPROACH TO
IT SERVICE MANAGEMENT
SUNY BUFFALO STATE GOES
TO ONE IT SERVICE MANAGEMENT PLATFORM;
GETS TIME BACK IN THEIR DAY
"Responsive Company, Flexible Product"
In the product itself, I really like the ease of use for our customers, the ability to quickly configure changes to the system to reflect changes in process for IT, and as a bonus, it's out of the box accessibility compliant.
"TeamDynamix is a Higher Education Institution’s Must Have..."
TeamDynamix has been truly helpful with enabling us to implement an enterprise service management ecosystem that accommodates many areas; even those external to IT.