CUSTOMER SPOTLIGHT

From the West to a New Frontier - Abilene Takes IT Service to New Levels

Abilene Christian University

Abilene Christian University, a small private institution located in Texas, is using TeamDynamix IT service management (ITSM) to improve service delivery to their 5,000 students and 1,000 faculty and staff that work on campus.

At Abilene, their IT organization consists of 35 full-time employees and 55 student employees. Their frontline IT support is primarily made up of student employees, “Those students serve as the frontline for our IT organization,” Eric Lemmons, help desk manager, said. “All tickets come through them before they are passed on to the next level of support.”

Prior to using TeamDynamix ITSM, the university used a homegrown system that was built by student employees before taking on a “life of its own” Lemmons said.

“One of the challenges that we had was that it wasn’t really developed any kind of ITIL best practices,” he said. “It made reporting a challenge. The only way we could get data out of the system was through a simple CSV dump – there was no way for us to really create dashboards or do any kind of higher-level reporting that would be really useful for us to improve our service.”

When searching for new IT service management software Lemmons said they prioritized finding a tool that supports an ITIL foundation, “We needed it to have change management, problem management and incident management. And we needed good knowledge management behind all of that.”

They also needed something that could easily provide reports to upper-level IT leadership, “They need to be able to easily access the dashboards and be able to see what’s happening within our organization,” Lemmons said.

TeamDynamix allows us to improve the processes that we have in place and move towards industry best practices so that we can provide better customer service and provide a higher quality of service to everyone we serve.

- Eric Lemmons, Help Desk Manager

Taming the Wild West IT Culture with TeamDynamix

“For a long time, our IT organization has functioned in a kind of wild-west atmosphere where everybody did what they wanted, when they wanted, how they wanted,” Lemmons said. “We’ve been looking to try to standardize those practices, where we’re looking to industry best practices and industry trends so that we can move towards a more efficient model that provides better service to our customers.”

And that’s where TeamDynamix comes in.

Lemmons said TeamDynamix ITSM has really allowed him and his team to grow as an IT organization and standardize their practices. In addition, they can now get the valuable feedback they need to make informed decisions using the data in their reporting and dashboards.

“TeamDynamix allows us to improve the processes that we have in place and move towards industry best practices so that we can provide better customer service and provide a higher quality of service to everyone we serve.”

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