Case Study: University of South Dakota reduces IT ticket resolution time with TeamDynamix

University of South Dakota reduces ticket resolution time by 18% with TeamDynamix

The University of South Dakota's Information Technology Services (ITS) division faced significant inefficiencies due to a lack of a centralized knowledge base, with critical information residing in isolated departmental silos. This fragmentation hindered communication and problem-solving, preventing the department from operating as a cohesive team. To address this challenge, the university partnered with the vendor TeamDynamix to implement a new knowledge management strategy.

TeamDynamix provided the platform and methodology for the university to adopt Knowledge-Centered Service (KCS) practices. The solution involved creating a single, easily accessible knowledge base and training the entire ITS division on the UFFA (Use it, Flag it, Fix it, Add it) process for creating and maintaining articles. This implementation by TeamDynamix led to an 18% reduction in ticket resolution time, increased technician productivity, and a significant shift to self-service, effectively giving technicians back valuable time each week.

University of South Dakota