Solutions for
Higher Education

As IT leaders in Higher Education contemplate an ITSM/ESM tech refresh, many are looking for no-code automation – use the Info-Tech ITSM Vendor Comparison Guide to identify your top evaluation criteria.

ITSM Quadrant Vendor Rankings Info-Tech Software Reviews

TeamDynamix for the Higher Education community.

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Higher Education Embraces No-Code ITSM with Automation

In Higher Education, students, faculty and staff depend on the IT team to deliver fast, efficient service.  And to do this, you need to be supported by a platform that can handle your unique requirements.  When it comes to ITSM platforms – Higher Education is looking for flexible, agile solutions that require low admin overhead yet the ability to handle sophisticated automation and campus integration.

 

Higher Education IT service teams have unique challenges.  Each year the team onboards new students at a rate that would make most IT teams collapse.  Not only is the influx of new users dramatic, but most come with 5 of their own devices – and all want immediate connectivity.

Low Admin Overhead

Higher Education IT leaders seek no-code ITSM/ESM technology with low admin drain.

Delight Everyone

Self-service portals need to be accessible, easy to search and quick to resolution.

Stay Ahead

Quickly evolve and expand with easy to configure automation and integration.

ITSM for Higher Education

Adopting Agile Solutions for Improved IT Service Delivery

IT Service Management (ITSM) for Higher Education is daunting at times – the influx of students, the high ticket volume, the diversity of devices and applications – it is complicated.  This is why the help desk needs an ITIL-aligned platform that is easy to use, own, and operate.

 

By adopting no-code platforms, IT leaders in Higher Education can become more agile.  They can quickly add a new form, field, or workflow – they can drive more self-service with better organization of the service catalog and with this, they can enjoy better ticket triage.  

 

Today, CIOs in Higher Education are looking at the service desk through the lens of digital transformation.  They are looking for areas to automate, and to integrate the ecosystem of campus-wide systems for better data management.

IT Teams are Spending 2-3 Months a Year on Manual, Repetitive Tasks

Higher Education is looking to digital transformation to help ease the burden of manual processing.  For many, no-code has become the great enabler – helping to greatly reduce admin overhead and giving increased agility to IT teams.

What caught my eye was the no-code nature of the TeamDynamix platform.

Cid Cardoz

Director of End-user IT Services

Saint Louis University

Reducing Admin Overhead with Agile, No-Code ITSM

Many platforms are never fully implemented because they are simply too cumbersome to configure and administer.  At some point, the project team runs out of time, resources and budget and the platform hangs in a time capsule – never to be updated.  Sound familiar?  

 

These days will soon be a distant memory as CIOs in Higher Education migrate to no-code platforms that offer rapid time to value and agile infrastructure. As your requirements continue to evolve, the platform can adapt to your needs.

  • Look for an ITIL-aligned ITSM solution that can incorporate change management and asset management
  • Self-service portals need to be accessible, easy to update, offer integrated automation and the ability to deploy multiple portals
  • Easily integrate campus systems such as SIS, LMS, AD, Office365 and more for a seamless view of data—and improved workflow
  • Quickly spin up new apps for HR, Marketing, Facilities and others—using custom forms, fields, workflows and even portals if needed
  • Use a visual flow builder to create automation such as on/off-boarding, password resets, software provisioning and catering requests

Enterprise Self-Service Enables One Stop Student Services

In Higher Education, it is all about the student experience.  By offering a single portal that offers services across IT, financial aid, housing, dining, and more, IT teams can delight end-users and reduce IT resource drain.

 

What makes a good service portal?  For many Higher Ed institutions, the service portal has become the face of One Stop Student Services.  The thought process is not about how can IT reduce ticket volume, but rather, how can I streamline the student experience.

 

Rather than sending users one place for IT issues, another for financial aid inquiries, and yet another for housing questions – why not bring this all to one place?  With a single portal, all teams across the campus can streamline interactions and reduce inefficiencies.

Service desk, ticketing, ITSM for Higher Education, Enterprise Service

During the offboarding workflow, the system can also remove the user from MS Teams.

Kevin Cook

Application System Engineer

BYU-Idaho

Digital Transformation is Leading the Way for Higher Education

According to a study by InformationWeek, the average IT person will spend 5-10 hours a week on manual, repetitive tasks or ‘toil’.

By leveraging no-code automation and an integration hub, many IT leaders are now able to reduce this time wasted—allocating resources instead to more strategic initiatives.  What happens when we bring digital transformation to the IT Service Desk?

Automation Takes Off

  • Automated password resets expedite resolution and dramatically decrease unnecessary ticket volume
  • On/off-boarding automation improves the user experience for both your students and your faculty—getting them up and running faster
  • Integrate financial aid systems and create workflows to automatically send notifications to students
  • Embed custom forms to capture requests for guest parking with automated integration to back-end systems
  • Connect Workday, Banner, Office365, Teams, Slack and hundreds of other systems for a single view of data and enterprise automation

Higher Education Focuses on Continuous Improvement

CIOs in Higher Education are focused on process improvement – looking for ways to deliver faster, better service and to do it efficiently, and effectively.  Agile technology allows you to evolve.

Improve ITSM Maturity with the ITIL Framework

Leverage an ITIL-aligned ITSM/ESM platform for improved controls – from better change management to root-cause analysis.

Leverage Custom Dashboards to Track Key Metrics

Custom dashboards for technicians, managers and execs allow you to track SLAs, project risk, ticket volume and root-cause analysis.

team, it, project management, ticketing, itsm and ppm together

We are routing tickets directly to the team that is responsible.

Brooke Spires

Service Design Analyst

Elon University

project portfolio management tickets and projects togther

Bring Tickets and Projects Together for a Single View

One of the biggest perks of having your ITSM and PPM on the same platform is the visibility you get into all of the work being done across your organization.  To achieve a single view to all work across the campus, not only is ESM a consideration but there is infinite value in having tickets and projects together in one view.

By managing tickets and projects together, technicians and team members can see all of their work in one place, and managers can view work across all work types and resources.  From Incidents, Problems, Requests for Change, to Project Tasks—get one view of all work in a single, custom desktop.

ITSM and Projects Together better reporting and dashboards

Tickets and Projects Together

Managing ITSM and PPM on a single platform enables better collaboration between IT teams and project managers, resulting in increased efficiency and productivity.

 

The integration of ITSM and PPM facilitates the flow of information between the two departments, ensuring that projects are aligned with business goals and IT services are delivered effectively.

Improve Decision Making

Organizations to make better-informed decisions with all relevant information in one place

Gain Control of Project Intake

Control project intake and set priorities with all resources and work in one view

Resource Capacity Planning

Optimize the use of resources and set realistic timelines with a centralized view of all work

Which ITSM Vendor is Right for You? Get the Vendor Quadrant Report.

Whether you are looking to level up an older ticketing platform or considering migration to a no-code platform, you will benefit from this comprehensive report which looks at business value, ease of use, strategy and innovation across ITSM vendors. Get the Info-Tech Vendor Rankings Report.

ITSM Quadrant Vendor Rankings Info-Tech Software Reviews

CUSTOMER STORY

SUNY Buffalo deploys a stellar service portal with ease.

Service desk, ticketing, ITSM for Higher Education, Enterprise Service

CUSTOMER STORY

NEOMED masters change management with ITIL-aligned ITSM.

IT Service Management ITSM for Healthcare - Enterprise Service Management

CUSTOMER STORY

FSSC improves project intake and governance with PPM.

ITSM with asset management

CUSTOMER STORY

BYU-Idaho automates on-boarding with no-code enterprise automation.

Enterprise-Service-Management-Key-Lessons-and-Best-Practices

CUSTOMER STORY

SLU decreases admin costs with no-code ITSM and automation.

no code ITSM IT Service Management enterprise service management

CUSTOMER STORY

U of Michigan reduces ITSM admin costs and burden.

Michigan Reduces ITSM Admin Overhead ServiceNow to TeamDynamix Migration Using No-Code Platform

In our most recent analysis, we showed a 60% increase in projects completed.

Jason Dudley

AVP for Information Technology

Florida Southwestern State College

SOLUTIONS FOR HIGHER EDUCATION

TeamDynamix Unified No-code Platform

ITSM

Life-cycle IT Service Management with support for ITIL, assets, change, self-service, conversational AI and automation.

ITSM Automation

ESM

Make enterprise service management a reality with a single platform across IT, Facilities, HR, Marketing and more.

iPaaS

Let automation take off with no-code enterprise integration and workflow.  Embrace digital transformation.

Chat

Change the way you chat with conversational AI – natural language processing with automation.

PPM

Tackle projects of any size with a platform that is as simple or as sophisticated as you need it to be.

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TeamDynamix awards & accolades.

G2 Higher Performer
InfoTech Emotional Footprint
Gartner ITSM quadrant customer choice
InfoTech Quadrant
G2 Best Support

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