Case Study: Western University of Health Sciences achieves proactive, automated IT service management and faster issue resolution with TeamDynamix

Western University of Health Sciences - Customer Case Study

Western University of Health Sciences faced a common higher-education IT problem: skilled technicians were spending most of their time reacting to emergencies and fielding phone and email requests instead of preventing issues or innovating. To change that, WesternU adopted TeamDynamix’s IT service management platform (and later TDX iPaaS for integrations) to consolidate project and service request management on a single, easy-to-use system.

TeamDynamix delivered a service portal with a public knowledge base, templated articles, customized intake forms and automated workflows, plus iPaaS connectors to automate onboarding/offboarding and inventory tasks. The result at WesternU was a measurable cultural shift to a more mature IT organization: more tickets created (due to easier initiation), faster issue resolution, reduced reliance on email/phone, and concrete time savings from automation (for example, automatic tickets when devices haven’t checked in within six months and automated inventory updates), freeing staff to focus on strategic improvements across 9 locations, 1,300 employees and 4,000 students.

Western University of Health Sciences

Nic Hayes

Lead Technical Analyst