Oklahoma City Improves IT Help Desk for Employees

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Effectively managing the technology needs of the city’s more than 5,000 employees, including those who use the technology in the field, requires the right mix of people, process and technology.

Director of Enterprise Systems Dusty Borchardt said Oklahoma City has a top-notch IT team and well-defined processes, but the city government lacks a THIS sservice mmanagement (ITSM) which would allow it to become a fully mature IT organization … that is, until it migrates to a new Service desk easier to use and administer platform.

ELIMINATE THE “TICKET ABYSS”

Before this change (at Dynamix team), Oklahoma City used a ticketing app that gave employees very limited visibility into the status of their service requests. Employees had to be connected to the city network to create and update service tickets, which was inconvenient for IT technicians working remotely. Additionally, services that required performing routine tasks by multiple groups within IT had to be manually routed by employees.

The new service center platform has made IT more efficient for city employees. Oklahoma City has built a self-service portal to better meet the IT needs of employees.

SELF-SERVICE PORTALS HELP VISIBILITY AND FAST RESULTS

Now, city workers can initiate a service request wherever they use their phone or other internet-connected device. Employees have more visibility into the status of their requests, and IT managers have complete insight into how their department is performing. Borchardt and his team continue to expand the use of TeamDynamix and look forward to improved project management tools and more efficient allocation of IT resources once PPM is fully implemented.

“The feedback we’ve received is that everyone loves TeamDynamix,” he says. “This is the first IT service management platform that we have implemented and that everyone enjoys using. “

GAIN MORE EFFICIENCY

With around 100 people providing IT services to over 5,000 city employees, IT needs to work efficiently. TeamDynamix enabled them to do this by streamlining IT service delivery through automated workflows. “TeamDynamix has brought simplicity to our operations,” says Borchardt.

Using the platform’s tools, Oklahoma City IT staff created a self-service portal linked to a database. City employees can find answers to common issues and frequently asked questions in the knowledge base, and if they can’t resolve their own issue, they can submit a service request through the portal. Depending on the nature of the problem they describe, their request is automatically routed to the appropriate IT team for a response.

“Our goal is for the use of the self-service portal to continue to grow, thereby reducing our volume of calls and emails to the IT help desk,” says Borchardt.

Automated workflows also ensure that important tasks aren’t overlooked when IT staff are busy. For example, when new municipal employees are hired, the onboarding process has many steps. With TeamDynamix, the entire workflow can be started with a single service request that is automatically routed to different departments. The same is true for purchase requests and the management of IT contracts.

“Before TeamDynamix, we had employees emailing requests directly to our administrative group within IT, which caused some issues,” Borchardt explains. “Sometimes requests fell through the cracks and months went by without anyone noticing.”

THE BENEFITS OF A DEEP PERSPECTIVE

Greater efficiency is one of the main benefits Oklahoma City IT staff have achieved using TeamDynamix. A better understanding of IT operations is another.

Dashboards and reporting capabilities within the platform help IT managers identify trends and patterns that enable them to make better decisions. For example, managers can see how long various tasks are taking or which service categories are receiving the most demands, so they can allocate limited resources more efficiently.

“FANTASTIC” IMPLEMENTATION WITH STRATEGIC KNOWLEDGE TRANSFER

Getting TeamDynamix up and running required careful planning. “Before we started, we spent time defining our service catalog so that we could implement it with the right structure in mind,” Borchardt explains. “We wanted to get it right because we knew it would form the basis of everything we were trying to accomplish.”

Borchardt describes the implementation process itself as “fantastic”.

“We worked side by side with the TeamDynamix team to configure the system. The TeamDynamix consultants taught us all aspects of the platform as we went through the system setup, ”he explains. “It helped us understand not only how to use it, but more importantly, how to think about the system strategically. It was an immediate transfer of knowledge about how the system works in all areas. “

Using TeamDynamix has helped Oklahoma City’s IT support teams realize their vision of using industry best practices to improve IT service delivery.

“We adopted the ITIL framework over 15 years ago. We have had effective processes in place for some time, but we did not have decent tools to manage them until now, ”concludes Borchardt. “TeamDynamix works better than any system we have had before. “

ORGANIZATION OF THE COMPANY
Better work together. Our philosophy is that technology should be easy to use, own and operate. IT Service Management (ITSM), Project portfolio management (PPM), and Enterprise Service Management (ESM) together – on a simple platform, without code. From there, we focused on business connectivity and workflow with a enterprise integration platform – iPaaS. Life is complicated enough… we make it easier.

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