Case Study: Texas Woman's University achieves campus-wide Enterprise Service Management and unified ITSM/PPM with TeamDynamix

Building Out Enterprise Service Management

Texas Woman’s University (TWU) faced a growing gap in its legacy service tools: the campus needed project portfolio management (PPM) alongside IT service management (ITSM) to support IT and other departments. After a competitive evaluation, TWU selected TeamDynamix’s cloud-based work management platform (TDX) to provide an integrated ITSM + PPM solution that could expand beyond IT to facilities, admissions, marketing, and HR.

Using TeamDynamix, TWU built out Enterprise Service Management across more than six departments by 2017, deploying PPM in 2014, Knowledge-Centered Support (KCS) in March 2016, and ITSM in December 2016 with only about 35–40 hours of consulting from TeamDynamix. The single-platform approach delivered measurable benefits: a 24/7 knowledge base that saved service desk time, improved prioritization and workload visibility by tying service usage to projects, and more efficient resource allocation across multiple campuses.

Texas Woman’s University

Heather E. Davis

Manager of IT Training and Development