Case Study: Cornell University achieves IT service maturity and self-service excellence with TeamDynamix

Taking IT Service and End-User Satisfaction to New Levels of Maturity at Cornell

Cornell University’s Central IT needed to mature its IT service capabilities but found its existing ITSM platform too technical and restrictive—reporting required programming skill and there was no easy way to build self-service portals or manage knowledge content. Seeking a simpler, more capable solution, Cornell selected the TeamDynamix IT and enterprise service management platform, including its client portal and knowledge management features.

TeamDynamix delivered client portals dynamically linked to knowledge-base articles, automated workflows, and intuitive reporting (with plans to expand into project portfolio management), enabling users to self-serve or create requests that route automatically to the right technicians. The result: reporting that once took hours now takes minutes and can be run by authorized staff, reduced workload on technicians, improved operational insight and campus-wide IT maturity, and greater efficiency and coordination across units — with Cornell praising TeamDynamix’s supportive partnership.

Cornell University

Todd Maniscalco

Assistant Director for Customer Service & Support