Beyond ITSM, colleges desire high-level, enterprise-wide service management for facilities, HR, marketing and residential life thus giving students and faculty one portal for all service needs.
COLUMBUS, Ohio – July 11, 2017 – TeamDynamix has released results of the 2017 Pulse Study revealing a 20 percent improvement in IT Maturity over 2016 as colleges and universities ramp capabilities to meet growing demand generated through increased spending in edtech. The greatest increases in maturity center around the student experience with sharp improvements in response time and self-service capabilities.
“This research helps us better understand higher ed’s needs and challenges in order to best align our strategic direction,” said Andrew Graf, head of product strategy for TeamDynamix. “It also provides a great benchmark, allowing our customers to see how they rank against the aggregate.”
The Pulse Study surveyed 179 participants from two and four-year institutions of 5,000 to 50,000 undergraduates. Contributors were asked to self-rank in various capabilities to determine an overall maturity score. In addition, they were to identify and prioritize top initiatives for the next 18-24 months, which gives additional insight around IT maturity improvements on the horizon. The top three include:
Integrating Project & Service Management
Higher Ed IT departments are struggling with limited resources and the pressure continues to mount with consistent turnover of new users (students, faculty, and staff) who expect a seamless technology experience. This top challenge to meeting their needs is constrained resources and insufficient budgets to hire additional staff (49 percent of responses). To help optimize the time allocations, many CIOs are now looking to combine ITSM and PPM on a single platform to better manage time, projects, and tickets.
Enterprise-Wide Service Management
IT, facilities, HR, residential life, marketing, and other departments have unique requirements and challenges, yet their needs are best served in an enterprise-wide solution. Implementation of a single platform for all departments saves resources, improves the student experience and management efficiency with one platform, one investment.
Knowledge Centered Support (KCS®) – a crowd-sourced information resource.
KCS is now recognized for significantly improving incident resolution, student satisfaction, and self-service adoption. The knowledge base builds an informed, active user base, which can be used campus-wide in all departments. By harnessing information and offering a clear structure and framework for gaining feedback, organizations can publish more information, more accurately. Initially used for IT support, the adoption of KCS is now expanding to all service areas – including facilities, marketing, and more. Crowd-sourced knowledge allows for faster resolution and more up-to-date information.
About TeamDynamix
TeamDynamix cloud-based work management software gives service organizations in higher education the ability to align, work together, and simplify their work management processes. TeamDynamix transforms IT from order taker to strategic innovator. Colleges and universities use TeamDynamix project portfolio and service management to simplify, collaborate, and work. More at TeamDynamix.com, @TDXBuzz, LinkedIn.
Media Contact:
Jennifer Harrison at 916-716-0636 or [email protected]
KCS® is a service mark of the Consortium for Service Innovation™.