Case Study: City of Madison’s Information Technology achieves transformed IT service delivery and empowered self-service with TeamDynamix

City of Madison Transforms IT Service Delivery with No-Code Platform, Bringing ITSM and PPM Together

City of Madison’s Information Technology faced rising service demand, fragmented resources and legacy ITSM tools that couldn’t support its digital transformation goals. To modernize service delivery, improve transparency and enable better project prioritization, the city selected the TeamDynamix no-code platform (ITSM with PPM and ESM capabilities).

TeamDynamix implemented a single-platform solution including a client portal and two knowledge bases (internal and self-service), consolidated request channels, and added time-tracking for capacity planning. As a result, TeamDynamix helped the city reduce ticket volumes, improve citizen communication and transparency, and gain clearer visibility into staff time and project priorities for better resource management.

City of Madison’s Information Technology

Abigail Ferguson

Customer Success Manager