Case Study: Northeast Ohio Medical University achieves streamlined ITSM and change management with TeamDynamix

NEOMED Masters ITIL with Incidents, Problems, Change and Projects All Together

Northeast Ohio Medical University (NEOMED) faced rising service-ticket volume and fragmented IT processes as it expanded—adding programs, increasing class sizes, and nearly doubling campus size—without a unified way to manage projects, change, and requests. To address these challenges NEOMED adopted the TeamDynamix platform for ITSM, change management, a service portal/knowledge base, asset management, and project tracking.

Using TeamDynamix, NEOMED implemented a formal change form and change-control workflow with automatic notifications and calendar-linked changes, launched a self-service portal and knowledge base to reduce incoming help-desk calls, and automated asset tracking for its laptop loaner program. The TeamDynamix solution improved communication and troubleshooting (making it possible to trace incidents to specific changes), increased visibility into projects and staff time for better resource allocation, and enabled the IT team to scale operations to handle the university’s significant growth.

Northeast Ohio Medical University

Geri Hein

Project Manager