Gaining Better Visibility and Resource Planning
With TeamDynamix, ISU’s Tech Support Services team has set up automated workflows to build a knowledge base and develop a service portal. Service requests submitted through the portal are routed automatically to the appropriate group or technician for a response, leading to a faster resolution.
Tech support staff have also created automated workflows to help guide service delivery. Before, once each step in a multistep process was completed, service technicians would rely on email to alert the next person in the process chain. This resulted in “a lot of wasted time,” says Christopher Middleton, a systems support manager for IT service management.
Now, entire processes run much more smoothly. “Tasks are completed faster than before, the staff is more organized, and there are no lingering requirements that are overlooked,” Middleton says.
What’s more, the service team has better insight into how long tasks are taking, so they can set realistic service goals and measure their progress.
“The ticketing system we were using before didn’t have the reporting we needed to understand how we were doing,” Phillips says. “With TeamDynamix, we have a plethora of reports right out of the box — and we can also configure reports to meet our specific needs.”
Using these reports, “we can drill down to understand why certain tasks might be taking so long,” Middleton says. IT staff are using this insight to improve their processes.
Process Consulting Optimizes Service Delivery
ISU hasn’t relied only on the platform’s comprehensive reporting features for insights on how to improve. The university has also received valuable advice from TeamDynamix process consultants.
“The consultants showed us how we could improve our delivery of service even more by empowering service owners to make changes within the system,” Phillips says. For instance, service owners are now responsible for approving knowledge base articles and setting service level agreements (SLAs) for their area of service. This simple change has made it clearer to everyone who has what authority, while further streamlining processes.
By looking at historical data within TeamDynamix, service owners have been able to set practical SLAs for their area of service. “Knowing they’ll hear back from us within a specified time period makes a big difference to users,” Phillips says.