Case Study: Indiana State University achieves optimized IT service delivery and greater IT maturity with TeamDynamix

Indiana State Optimizes IT Services & Support Operations

Indiana State University faced limits with a basic ticketing system as it moved to adopt ITIL best practices and needed better self-service, visibility into ticket resolution times and staff hours, and formal project intake and resource planning. After an RFP, ISU selected TeamDynamix’s IT service management platform and process consulting to build a knowledge base, service catalog and more mature support operations.

TeamDynamix implemented an automated service portal, workflows, reporting and process consulting that streamlined intake, routed requests to the right teams, and enabled SLA management and capacity planning. As a result, tasks are completed faster, staff are more organized with fewer overlooked steps, the team can drill into task durations and set realistic SLAs, and ISU now has out-of-the-box and configurable reports to measure and improve service delivery.

Indiana State University

Yancy Phillips

Director