The Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech ITSM Quadrant and Customer Viewpoint report today.
We’ll show you some of our best situations and show you exactly how to execute them to get immediate results. The best part is, iPaaS tools often feature easy-to-use click and drag functionality, meaning you don’t need a dedicated employee building integrations and workflows.
System Integrators, Value Added Resellers, Technology Providers, and Buying Consortiums can benefit from a partnership with TeamDynamix.
The Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech ITSM Quadrant and Customer Viewpoint report to gain a better understanding of key vendor strengths and emerging market requirements.
Like most K-12 school systems, Alaska’s Matanuska-Susitna Borough School District finds funding to be a constant struggle.
The district’s IT department, which consists of 32 full-time staff members, must support nearly 14,000 devices used by 18,800 students and approximately 2,200 staff in 47 schools and three additional facilities spread across a geographic area the size of West Virginia.
This task would be nearly impossible without improving the maturity of its IT management. But with the help of certain tools and processes, Senior IT Program Manager Justin Michaud and his colleagues are delivering more value to the district—while adopting a “customer-focused” mindset.
Part of that “customer-focused” mindset is investing in self-service, the district uses a self-service portal and knowledge base hosted by TeamDynamix, which allows users to resolve many of their own IT issues—such as resetting their network password.
Students and staff can search the district’s knowledge base for articles or advice pertaining to their questions. “We have made it easy for end-users to find what they are looking for,” says Michaud. “We’re trying to get people the help they need more expediently. Gone are the days of filling out a support ticket and waiting a week for service.”
Matanuska-Susitna has identified a “digital first responder” (DFR) in each school. These are teachers who are paid a stipend to help resolve issues that users can’t solve for themselves. If the DFR can’t fix the problem, then it gets escalated to an IT support employee.
The TeamDynamix platform helps IT staff keep track of which service requests are still open, so no request falls through the cracks. It also provides valuable metrics that help IT leaders measure their success in resolving issues, so they can set goals for continuous improvement.
“If we’re not meeting our service level targets, it jumps out at us now,” Michaud says. Having the ability to measure success has helped the district’s IT department reduce how long it takes to respond to IT problems.
In moving toward a more mature approach to IT management, Michaud and his colleagues now project costs and manage projects more effectively. In addition, IT staff closely monitor software usage to see if they should renew contracts as they expire. “You need tools in place to help you make those decisions,” Michaud says.
He observes: “IT maturity is not going to happen overnight. It requires process changes. The way you look at things has to change over time.”
Part of that “customer-focused” mindset is investing in self-service, the district uses a self-service portal and knowledge base hosted by TeamDynamix, which allows users to resolve many of their own IT issues—such as resetting their network password.
Students and staff can search the district’s knowledge base for articles or advice pertaining to their questions. “We have made it easy for end-users to find what they are looking for,” says Michaud. “We’re trying to get people the help they need more expediently. Gone are the days of filling out a support ticket and waiting a week for service.”
Matanuska-Susitna has identified a “digital first responder” (DFR) in each school. These are teachers who are paid a stipend to help resolve issues that users can’t solve for themselves. If the DFR can’t fix the problem, then it gets escalated to an IT support employee.
Gainesville Regional Utilities (GRU), a multi-service utility owned by the City of Gainesville, uses TeamDynamix for ITSM and iPaaS.
Combining ITSM with automation and integration (iPaaS) on a single, codeless platform is helping NaphCare improve its IT service desk.
CUSTOMER SPOTLIGHT Shaner Hotel Group Levels Up IT Service Management with Improved Self-Service Portal, No Code Workflow and Better Ticket Triage Customer service is the
TeamDynamix’s award-winning SaaS cloud solution offers IT Service and Project Management together on one platform with enterprise integration and automation.
[email protected]
(877) 752-6196
Contact Us
