Case Study: City of Buffalo achieves automated IT service management and improved self-service delivery with TeamDynamix

City of Buffalo Automates IT Service Management and Improves Self-Service Delivery

The City of Buffalo sought to speed up IT service delivery for its 2,100 employees so staff could better serve the city’s 250,000+ residents. To address slow, phone-driven support and scattered ticket tracking, the City of Buffalo turned to TeamDynamix and its IT service management (ITSM) platform to improve self-service and workflow automation.

TeamDynamix implemented a self-service portal, knowledge base, automated workflows and reporting so employees can resolve issues online or route requests automatically to the right IT staff. As a result, the City of Buffalo reduced help-desk phone calls by at least 20%, resolved tickets faster with better tracking and metrics, and freed IT staff to focus on strategic projects—improving overall service delivery.

City of Buffalo

Nathan Ignatz

System Support Analyst