Automated Workflows Make Workflow Faster
Automated workflows within TeamDynamix help guide service delivery. Before, once each step in a process was completed, service technicians would rely on email to alert the others who were involved. This was a time-consuming and inefficient system of communication. Now, notifications and approvals happen automatically whenever tasks are completed. Processes run much more smoothly, jobs are completed faster, staff are more organized, and there are no steps accidentally overlooked.
What’s more, the client services team has better insight into how long it takes to resolve problems, so they can set realistic service goals and measure their progress. Team members also have more visibility into the nature of service requests, so they can be more proactive in addressing problems.
If they notice there are repeated connectivity issues within a certain building, for instance, they can investigate the root cause of these issues. If students and faculty have recurring problems with a certain piece of software, perhaps more training is needed — or maybe it’s time to look for an alternative program.
Looking to the future with Enterprise Service Management
Volunteer State Community College’s use of TeamDynamix has improved IT service and helped IT staff operate much more efficiently. That’s critical for a public community college with limited resources, especially now when many community colleges face funding shortfalls.
But the impact of TeamDynamix at Volunteer State has extended beyond IT service. Other departments on campus are using the platform to improve service delivery as well, such as the Office of Planning and Assessment. “As people see the efficiencies we’ve gained in IT, they naturally come on board,” Norwood says.
Integrated Asset Management Helps Reduce Wasted Time
Volunteer State’s IT department also uses TeamDynamix for asset management, and the platform has been instrumental in loaning laptops, webcams, headsets, and other technologies to students so they could learn remotely during the pandemic.
“We have 500 pieces of equipment that we’ve loaned to students,” Norwood says. “With TeamDynamix, we can easily see who’s got what and be efficient at distributing and tracking all of those devices. I don’t have a clue how we would have done that before without this software.”
Keeping track of all computers, servers, switches and other IT infrastructure within TeamDynamix also allows IT staff to troubleshoot problems more effectively. Norwood’s next goal is to take advantage of the platform’s project portfolio management (PPM) features to manage IT projects more efficiently.
“In the beginning, we wanted a ticketing system that wasn’t as much of a headache. But with TeamDynamix, we found a system that lets us look to the future,” he concludes. “It allows us to do so many things. We’re just scratching the surface of its capabilities.”