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Ability to adopt the ITIL framework to improve internal processes.
Reducing workload with automation and improved visibility to resource capacity.
Process consulting services helped to identify key areas to target.
Industry: Higher Education
End-users: 15,000
Previous System: Legacy
Key areas in which ISU has made great strides include ITIL Adoption, Resource Capacity Planning, Workflow Automation, SLA Management, and Project Intake. The team has relied on a combination of process consulting experts and technology from TeamDynamix as well as user community for best practices.
With TeamDynamix, organizations get much more than just a comprehensive platform for managing IT and enterprise service. They also get a full partner who’s invested in their success — as well as a network of thousands of users committed to sharing ideas.
This community-driven approach through TeamDynamix has served Indiana State University (ISU) well in its journey toward greater IT maturity.
With support from the TeamDynamix platform, the people behind it, and others who are using it, ISU’s Tech Support Services team are becoming more mature with its IT operations — and the ISU community has noticed the difference. “People are thrilled with our service now,” Yancy Phillips, team director, explains.
In addition to the TeamDynamix community, Phillips and his team have also benefitted from TDX Converge, the annual TeamDynamix client summit. “Interacting with the TeamDynamix user community has helped us learn new ideas,” he says. For instance, ISU initially didn’t use the platform for project intake — but after hearing ideas from other institutions, the university is developing a project intake process.
Moving up the maturity ladder often depends on not only the supporting technology but also the broader supporting team. By belonging to a strong peer community, the team at ISU can quickly bounce around ideas, get feedback and share best practices. To help facilitate this, TeamDynamix hosts monthly advisory calls, user group forums, and the annual client summit. There is also an online community board where users can post questions and ideas.
ITIL adoption is enabling the team to deliver optimized services … faster.
Resources are optimized with a centralized view of work across tickets and projects.
ISU hasn’t relied only on the platform’s comprehensive reporting features for insights on how to improve. The teamalso 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.
Organizations looking to optimize processes will benefit from a process consulting audit and engagement to plan for the future.
