For the City of Avondale, AZ, the TeamDynamix IT Service Management (ITSM) platform plays a critical role in helping several branches of the local city government to work better together. For the past year, the city has been engaging in full Enterprise Service Management (ESM) to serve nearly 100,000 residents – using the ITSM platform in other departments, outside of IT, like human resources, facilities and finance. According to City of Avondale CIO Jeff Scheetz, the TeamDynamix platform has transformed service delivery for the city, “We have much better communication now, and tickets are getting handled much faster. The TeamDynamix platform saves everyone a lot of time and helps us make sure that nothing gets lost in the shuffle.”
Using a Self-Service Portal to Facilitate Requests
Prior to TeamDynamix, Scheetz said people would have to call or email the help desk with service requests. Now, rather than managing all of the emails and ticket requests, they have the portal, as well as workflows and automations, to ensure everything is being handled quickly and efficiently. “The workflows [we have set up] ensure that the requests are handled efficiently and provide additional reporting capabilities,” he said. “Before, it was hard to prioritize tasks without a full view of what was going on.” Now, government employees can submit IT service requests through a self-service portal, as well as find answers to common questions and problems within the growing knowledge base. When service requests are submitted, they are routed automatically to the appropriate team member for a response based on the nature of the issue. Team members are automatically notified when tasks that affect them are completed or require their involvement—and comprehensive dashboards give IT leaders full visibility into the status of all service requests.
“Everybody has a limited staff. Having a system like TeamDynamix makes a huge difference.” - Jeff Scheetz, CIO
Using TDX for Enterprise Service Management
When other city departments saw how the platform helped improve the delivery of IT service, they realized they could streamline their own processes using TeamDynamix, Scheetz said. The Human Resources department is currently onboarding TDX to manage its service delivery, and Facilities and Finance are coming on board soon. In addition to streamlining workflows and improving communication among city employees; Scheetz said TDX provides key insights that help leaders manage their departments more effectively, “We can see trends and patterns that help us deploy our limited resources in a more intelligent manner.” For Scheetz, the system has added a tremendous amount of value to the city, “Everybody has a limited staff,” he said of municipal organizations. “Having a system like TeamDynamix makes a huge difference.” To read more about the City of Avondale’s experience check out: Customer Spotlight – City of Avondale.