Case Study: Elon University achieves streamlined, automated IT service delivery and improved self-service with TeamDynamix

Elon Optimizes IT Service Delivery and Reduces Total Cost of Ownership

Elon, a mid-sized private university in North Carolina, faced inflexible ITSM systems that required time-consuming changes and relied on phone/email and a public wiki for support. Seeking a better fit, Elon chose TeamDynamix and its cloud-based IT service management platform—including a service portal, knowledge base, service catalog and automation—to modernize how IT delivers services.

TeamDynamix implemented an integrated portal and knowledge base (deployed in spring 2019) with configurable forms, workflows and automation, working with two TeamDynamix consultants to fast-track the rollout. The solution automated previously manual processes, drove user self-service, routed requests directly to the correct teams to cut resolution time, improved knowledge accuracy and discoverability, and reduced total cost of ownership—saving IT staff time and improving the experience for students, faculty and staff.

Elon

Patrick Donohue

Assistant CIO and Director