At the University of Michigan, creating a culture of service excellence is a top priority for Information and Technology Services (ITS). And to provide high-quality, collaborative IT services to a community of 46,000 students and 25,000 faculty and staff at the Ann Arbor campus ITS sought out well-designed tools and processes to keep them laser-focused on excellent customer service and align with the university’s goals.
“The university’s ITS team set out to find an IT service management (ITSM) platform that could help them identify problems and repeated requests, automate workflows, and help users find their own answers to questions whenever possible. They also wanted to invest in a future vision that would allow them to embrace a true enterprise service,” the university said.
Through their search, ITS found TeamDynamix, “The platform was easy to use, it was SaaS-delivered, and required no coding knowledge for users to create customized forms and workflows. The platform was flexible enough to support the university where it is now while positioning it for future IT processes.”
In just four months the university went live with TeamDynamix, replacing the ITSM tool previously in place.
In an article on their website, they talk about why they made the switch, “By equipping our staff with the best tools for their job, each person in ITS is empowered to better support the university community,” said ITS project sponsors Bob Jones, executive director of Support Services, and Diane Jones, executive director of Administration. “Selecting the right tool was only the start. The most impactful work was introducing a simple methodology for how we serve our campus customers and then aligning the entire organization to support it.”
According to the university, the switch to TeamDynamix resulted in a 100% reduction in ITS incidents unresolved after three days that were submitted by faculty members, deans, and unit leaders.
In addition to the improvement in resolved incidents, the university expects to realize significant cost savings across the university. In another article from the University of Michigan website states, “ITS expects to realize an annual savings of $307K starting in FY21 and, due to the licensing structure, ITS is able to pass on an annual savings of $236K to campus. As more schools, colleges, and units adopt TeamDynamix, the savings from retired legacy systems can be expected to grow.”
To learn more about the University of Michigan’s experience with TeamDynamix check out: Customer Spotlight – University of Michigan.
Whether you are starting from scratch or replacing an existing ITSM tool – it can be helpful to hear from peers who’ve gone through the