Case Study: University of Michigan achieves faster, unified IT service delivery with TeamDynamix

U of Michigan Lowers TCO and Improves ITSM Process & Outcomes

The University of Michigan, serving roughly 46,000 students and 25,000 faculty and staff on its Ann Arbor campus, needed an IT service management solution to identify recurring problems, automate workflows, and enable user self-service as part of ITS’s customer-focused vision. They selected TeamDynamix, a SaaS ITSM platform that required no coding to create customized forms and workflows and could support both current needs and future enterprise service goals.

TeamDynamix was implemented and went fully live in four months, delivering automated ticket workflows, project tracking, and a growing knowledge base; its enterprise site licensing and distributed administration let units like Facilities and Operations, Shared Services, and the School for Environment and Sustainability manage their own applications. Features such as the shared-ticketing application The Hub increased the number of people resolving tickets, helped ITS absorb pandemic-driven spikes in requests, and measurably improved problem resolution and the customer experience across the university.

University of Michigan