Leveraging the Broader User Community
With support from the TeamDynamix platform, the people behind it, and others who are using it, ISU’s Tech Support Services team are becoming more mature with its IT operations — and the ISU community has noticed the difference. “People are thrilled with our service now,” Yancy Phillips, team director, explains.
Key areas in which ISU has made great strides include ITIL Adoption, Resource Capacity Planning, Workflow Automation, SLA Management, and Project Intake. The team at Indiana State has relied on a combination of process consulting experts at TeamDynamix and the broader user community.
In addition to the TeamDynamix community, Phillips and his team have also benefitted from TDX Converge, the annual TeamDynamix client summit. “Interacting with the TeamDynamix user community has helped us learn new ideas,” he says. For instance, ISU initially didn’t use the platform for project intake — but after hearing ideas from other institutions, the university is developing a project intake process.
Moving up the maturity ladder often depends on not only the supporting technology but also the broader supporting team. By belonging to a strong peer community, the team at ISU can quickly bounce around ideas, get feedback and share best practices. To help facilitate this, TeamDynamix hosts monthly advisory calls, user group forums, and the annual client summit. There is also an online community board where users can post questions and ideas.
Supporting ITIL Adoption
Prior to implementing TeamDynamix, ISU’s Tech Support Services team had a basic ticketing system in place to manage the delivery of IT service. “The system served its purpose for many years, but as we started to adopt more ITIL best practices and worked to improve our service delivery, we knew we needed something more,” says Phillips.
Phillips wanted to create a knowledge base and an IT service catalog that would empower users to find answers to their questions online, or request help in an automated fashion if they couldn’t resolve an issue for themselves. He also wanted better visibility into IT service operations, such as how long it was taking to resolve tickets and the number of hours staff was spending on various activities.
To meet these goals, the team needed a much more robust IT service management solution. After an extensive RFP process, TeamDynamix emerged as the right choice, in part due to the strong user community.