Case Study: City of Worcester achieves ITIL-aligned ITSM maturity with TeamDynamix

City of Worcester unifies ITSM and PPM with TeamDynamix, launching 50-article self-service and managing 100+ projects

The City of Worcester faced significant challenges with its disjointed IT operations, including inadequate ticketing tools, a lack of data for decision-making, and no formal change management processes. To modernize its service management and achieve ITIL maturity, the city partnered with vendor TeamDynamix to implement its unified IT Service Management (ITSM) and Project Portfolio Management (PPM) platform.

By implementing TeamDynamix, the city established critical change management processes, built a new self-service knowledge base, and gained visibility into its project portfolio. The results included improved resource allocation, the successful deflection of common tickets, and a low administrative overhead for ongoing management. The solution's success led to its expansion into Enterprise Service Management (ESM) for other city departments like HR and Law. TeamDynamix provided the city with the tools to transform from basic ticketing to a mature, strategic IT organization.

City of Worcester