[February 23, 2017]

Beyond ITSM: TeamDynamix Platform Experiences 3x Growth as College Campuses Prioritize Enterprise Service Management to Support Skyrocketing Demand

There are 21 million students enrolled in colleges and universities in the U.S., each with an average of five connected devices. TeamDynamix - which provides a SaaS (News - Alert)-based work management platform built exclusively for higher education - has seen campus-wide adoption of its enterprise service management applications triple in the last 12 months and use of the online portal double, as colleges try to keep pace with the increased demand for self-service and shared knowledge. While 59 percent of schools self-rank as low on the IT maturity scale, institutions are clamoring to find ways to get ahead of the curve. Click to Tweet.

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Demand for IT support on college campuses skyrockets as 21 million students bring an average of five connected devices to their colleges and universities. (Graphic: Business Wire)

TeamDynamix attributes its growth to broader adoption of service management within campuses. College administrators are benefiting from having multiple departments - such as IT, facilities, marketing, HR, and media services - use one platform across campus. This animation illustrates what a day in the life of on-campus service management can be like at "Got-It-Together U."

"Businesses need our students to graduate with applied learning, ready to work," explains Anita Barrett, ITS director of project management at Wichita State University in Kansas. "We look to foster a campus of collaboration and inventive thinking, helping each other learn. This mission should transcend to how we think about information sharing and service delivery. At WSU there are now 14 different groups using the single platform for service management and we are just beginning. The Service Catalog is growing organically as we want staff and faculty to have a centralized portal for all requests in their terminology. The one portal is flexible and allows for customization needed."

TeamDynamix notes three trends as colleges move up the maturity ladder:

1) Enterprise Service Management: While service management gained its initial footing in IT, the concept and methodologies are expanding to many other departments including facilities, residential life, marketing, HR, media services and more. In 12 months, usage of the TeamDynamix platform by multiple departments on the same campus tripled largely due to lateral growth into additional campus departments.

2) Self-Service Adoption: Schools are looking to strengthen their service portals to make it easier and faster for students to access information and submit service requests. If support needs can be handled with a self-service portal, a campus will save $20 per request over a "level 1 support call" which requires individual handling. In the last 12 months, traffic on TeamDynamix service portal has doubled, indicating that colleges are increasingly relying on self-service not only to save costs but also to improve the student experience.

3) Knowledge Centered Support (KCS): By accessing a portal that includes a knowledge base, students and staff can resolve many issues based on others' experience, plus contribute content and leave feedback. This collective wisdom, which is accessible on demand and often deemed more relevant and effective, contributes to institutional knowledge that campuses can leverage to support all users.

"We work with hundreds of campuses and departments and support over 20 million devices on North American campuses," explains Aaron Crane, vice president of professional services at TeamDynamix. "Our focus is always on process improvement and maturity. We may start with a low maturity institution and roll out the platform for just the PMO and IT group, and then over time we start to see the school optimize and expand usage. The ability to move up the maturity ladder increases when you have the right technology to support the efforts."

Note to Media: Additional background and infographics sized for social properties can be found here.

About TeamDynamix

TeamDynamix cloud-based work management software gives service organizations in higher education the ability to align, work together, and simplify their work management processes. TeamDynamix transforms IT from order taker to strategic innovator. Colleges and universities use TeamDynamix project portfolio and service management to simplify, collaborate, and work. More at TeamDynamix.com, @TDXBuzz, LinkedIn.

View source version on businesswire.com: http://www.businesswire.com/news/home/20170223005474/en/

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