Case Study: Drake University achieves service excellence and higher student & faculty satisfaction with TeamDynamix

Driving Excellence in Service Delivery with Optimized Process at Drake University

Drake University, a mid-size private university in Des Moines, needed a more mature, ITIL-aligned approach to IT service management to support students and faculty. ITS leaders wanted a platform that enabled self-service knowledge articles, mobile ticketing and workflows, operational transparency, and KPI tracking — and selected TeamDynamix as the solution.

TeamDynamix delivered a comprehensive IT service, project, and resource management platform that centralized knowledge, mobile service requests, and performance scorecards. With TeamDynamix, knowledge base page views rose from 55,000 (2018) to 75,000 (2019), ITS can monitor response/resolution targets and KPIs more effectively, student/faculty satisfaction holds at least a 4/5 rating, and other departments (like facilities) have begun adopting the platform.

Drake University

Chris Gill

Chief Information Technology Officer