Higher Ed IT Support: It’s a different day!

The IT department at Western Kentucky University (WKU) took a big step to ensure a positive student experience by implementing Knowledge Centered Support using TeamDynamix with an embedded Knowledge Base.

The Knowledge Base (KB), an integrated feature of TeamDynamix Service Management, allows the IT department to reach students, faculty, and staff at many touch points. This powerful tool makes it simple to share knowledge across the IT department and across campus.

The ability to create, edit, and view the organization’s collective knowledge in one, organized spot leads to significant time savings. With a campus-wide KB for students and faculty, not only is the IT department freed up to complete other tasks, but self-service capabilities are enhanced across campus.

TeamDynamix user Kaliegh Belda, Knowledge Coordinator at Western Kentucky University, shares how expanding the university’s knowledge base is having a positive impact on the student experience.

“One of the biggest goals that TDX has helped us to achieve is our Knowledge Base. We wanted a way to better communicate with our students…and TDX has a wonderful integration with the Knowledge Base to the ticketing system, and it has allowed us to expand our knowledge to the campus community.”

-Kaliegh Belda, Knowledge Coordinator at Western Kentucky University