Timely and reliable IT Service Management (ITSM) is critical for most organizations, but especially for those in the banking and financial industry. Systems need to run smoothly and securely, and any downtime or security issues can be very costly. To meet these challenges, IT staff need comprehensive visibility into technology operations, as well as sound change management processes.
At LINKBANK, they were initially outsourcing their IT services to a third-party provider. However, Chief Technology Officer (CTO) Mark Yerger said they weren’t getting the visibility they needed to plan effectively and meet the bank’s current and future technology needs, “We wanted to own these processes ourselves,” he said.
In order to take full ownership of their ITSM LINKBANK needed an affordable, highly flexible and customizable solution that would help IT staff provide reliable service while also accommodating future growth. That’s how they found TeamDynamix.
“TeamDynamix is flexible and has a very good price point,” Yerger said.
Project Manager Katie Hayes agrees, “It’s a very configurable tool.”
LINKBANK is using TeamDynamix to automate and streamline workflows for delivering IT service, managing projects and change requests, and tracking technology assets. Hayes has set up forms within the TeamDynamix platform for employees to request IT service tickets, projects, or changes. These forms collect the information needed to understand the nature of a request and then route it automatically to the appropriate team members for a response. Every action taken on a request is logged into the system so that everyone who’s authorized has full visibility into the status of each request.
Change control is vital for success, Yerger notes — especially in a banking environment. Introducing any change in hardware, software, or network configuration can create unforeseen problems, security holes, or outages. A well-designed change management strategy can reduce the chances of this occurring, and that’s what LINKBANK has created with the help of TeamDynamix.
By tracking the steps involved within TeamDynamix, Yerger, and others can see how the change might affect other systems and can easily troubleshoot if any problems should arise.