What to Do When IT Ticket Volume Is Out of Control: Lessons from Florida Southwestern State College

Florida Southwestern State use a single platform approach to manage both their IT services and their projects. By having ITSM and Project Portfolio Management (PPM) on one platform Dudley and his staff have full visibility into all project work as well as tickets, incidents and problems. All work, and resource allocation across the work, is in one place, “IT projects no longer disappear into a ‘black hole,’ we have full transparency,” he said.

College personnel can submit project requests through the TeamDynamix client portal. Dudley and his staff have created a scoring system within the platform that helps college leaders understand how mission-critical a project is. This gives them a formal project intake framework that can be leveraged in high-level stakeholder discussions. 

“I meet with the other vice presidents on-campus quarterly,” he says. “I provide them with the list of projects that have been submitted through TeamDynamix, along with a scorecard for these projects and we use this scorecard as one of the driving factors in making decisions as a team about which projects we should move forward on and in what order of priority.” 

Since implementing TeamDynamix, “we’ve become much more efficient at completing projects,” Dudley notes. “Our project completion time has stayed consistent; however, we’re now able to complete twice as many projects in the same time frame. In our most recent analysis, we showed a 60-percent increase in the number of projects we completed over a six-month period.” 

To read more about Florida Southwestern State College’s successes check out their customer spotlight: Reaching New Heights with IT Service Management (ITSM) Software.