In Oklahoma City, Business Systems Manager Dusty Borchardt credits well-defined processes and a solid ITSM for the city’s success in the modernization of the IT Service Desk.
“The feedback we’ve gotten is that everyone loves TeamDynamix,” Borchardt said. “This is the first IT Service Management platform we’ve implemented that everyone loves to use.”
With about 100 people providing IT service for more than 5,000 city employees, the IT department needs to work efficiently. TeamDynamix has allowed them to do so by streamlining the delivery of IT service through automated workflows.
“TeamDynamix has brought simplicity to our operations,” Borchardt said.
Using tools within the platform, Oklahoma City IT staff have created a self-service portal linked to an expanding knowledge base. City employees can find answers to common problems and frequently asked questions within the knowledge base, and if they can’t resolve their own issue, they can submit a service request through the portal. Based on the nature of the problem they describe; their request is routed automatically to the appropriate IT team for a response.
“Our goal is that use of the self-service portal will continue to grow, reducing our call volume and emails to the IT service desk,” Borchardt says.
Automated workflows also ensure that important tasks aren’t overlooked when IT staff are busy. For instance, when new city employees are hired, there are many steps in the onboarding process. With TeamDynamix, the entire workflow can be initiated with a single service request that is routed to the various departments automatically. The same is true for requesting purchases and managing IT contracts.
In addition to automation and a self-service portal, Borchardt and his team have benefited by gaining deeper insight into IT operations through reporting. Using dashboards and reports, IT leaders can identify trends and patterns that help them make more informed decisions. For example, they can see how much time a task is taking, or which service categories are getting the most requests and allocate their limited resources more effectively.
Using TeamDynamix has helped Oklahoma City’s IT support teams realize their vision for using industry best practices to improve the delivery of IT services.
“We adopted the ITIL framework more than 15 years ago. We’ve had effective processes in place for a while, but we haven’t had a decent toolset to manage them until now,” Borchardt said. “TeamDynamix works better than any system we’ve had previously.”