The Texas A&M System Office of IT improved workflows by simplifying the routing of service tickets, consolidating multiple email addresses, and adding user-friendly drop-down menus. This new approach allows them to create automated workflows, making IT staff more efficient and ensuring faster, more effective service delivery.
TeamDynamix is a highly flexible and customizable platform that enables IT to configure the system according to their specific processes without requiring specialized coding skills or altering their existing business practices. This enabled different service groups, with unique needs for change approval and management, to set up their own versions of the application.
By adopting a single, unified platform to manage IT service requests, projects and changes, IT gained improved visibility of information across the organization. This enhanced visibility empowers managers to understand each team member’s current capacity, which in turn facilitates more effective planning, task assignment and resource allocation, ultimately leading to greater success
Industry: Higher Education
End-users: 165,000+
Previous System: ServiceNow
The Texas A&M University System is one of the largest systems of higher education in the nation, educating more than 165,000 students with a budget of $7.3 billion. Efficiency is critical to serve the technical shared services needs for an enterprise of this size, as the System is comprised of a statewide network of 11 universities, a comprehensive health science center, eight state agencies, Texas A&M-Fort Worth and Texas A&M-RELLIS.
To maximize efficiency, the A&M System Office of Information Technology relies on TeamDynamix to manage IT services, projects, and changes. TeamDynamix is a highly flexible and customizable platform that allows organizations to build automated workflows easily with no special knowledge of coding required, and its integration and automation capabilities enable users to create integrations between applications using a simple, drag-and-drop process.
Previously, the A&M System Office of IT used another platform to manage IT tickets and service requests. However, this other platform was cumbersome to administer and needed very specialized skills for the level of customization needed.
“We were looking for a system that could easily be configured to our specific processes,” said Ranil Gunasekara, director of IT operations and support for the A&M System Office of IT. “TeamDynamix stood out because of its low admin overhead and its ability to be easily customized. We were able to set it up the way we wanted.”
Moving to TeamDynamix supports the A&M System Office of IT’s adoption of ITIL best practices in order to work more efficiently.
For instance, Gunasekara and his staff have simplified the routing of service tickets, consolidating multiple email addresses down to a single address and adding drop-down menus for users to specify the type of service they’re requesting. Moving forward, they will be able to create automated workflows to streamline the delivery of IT services and ensure that nothing falls through the cracks.
By using a single, unified platform to manage IT service requests, projects, and changes, the A&M System Office of IT has improved the visibility of information across the organization, Gunasekara said. This helps managers understand each team member’s current capacity, which enables them to plan for changes, assign tasks and projects, and allocate resources more effectively—leading to greater success.
“It helps us to organize our work,” Gunasekara explained.
What’s more, the flexibility of TeamDynamix has enabled Gunasekara and his staff to configure the platform in a way that works for the organization, without having to change their business practices to accommodate the software and its demands.
For example, the A&M System Office of IT has four service groups that take care of different types of services. Each of these four service groups is at a different level of IT maturity, so change management is handled based on the unique needs of the groups and services.
According to Gunasekara, one of the groups was using SharePoint forms to manage change requests. Others had no process in place before implementing TeamDynamix. And each group had a different level of control they wanted to exert over the change approval and management process.
With TeamDynamix, each group was able to set up its own version of the application to accommodate its specific needs.
“Each group can work the way they need to,” Gunasekara noted.
TeamDynamix has given the A&M System Office of IT a flexible, versatile platform for managing IT service, projects, and changes within a single solution, keeping everyone on the same page and making IT staff more efficient.
With a much lower administrative threshold, Gunasekara and his team aren’t spending valuable time in updating the platform. They can easily configure TeamDynamix to meet their own unique business requirements, creating automated workflows for managing projects and service requests to provide faster, more efficient IT service for their organization.
“TeamDynamix gives us a more modern system for managing IT service and support,” Gunasekara said.
