Case Study: University of South Dakota achieves 18% faster IT resolution and campus-wide self-service with TeamDynamix

University of South Dakota - Customer Case Study

The University of South Dakota’s Information Technology Services faced fragmented knowledge, siloed documentation, and inefficient service delivery that made it hard to do more with less. To unify processes and enable self-service, USD adopted Knowledge-Centered Service (KCS) and used the TeamDynamix platform as its central service and knowledge-management system.

Using TeamDynamix, USD built a KCS-driven knowledge base (Coyote One Stop) and adopted UFFA workflows and staff training to create, validate, and publish articles. The change delivered measurable impact: an 18% reduction in time logged to service tickets, nearly 5,000 knowledge articles (about two-thirds public), and rapid self-service adoption—2,000 users/31,000 page views in month one and 31,000 users/262,000 page views after six months—helping ITS scale support, especially during the COVID-19 shift to remote learning.

University of South Dakota

Katharina Wymar

Project Management Office