Service Simplified Each semester the doors turn and in comes an ever-evolving user base of hundreds or thousands. Sound familiar? It does if you are in Higher Ed IT.

Onboarding becomes a unique challenge, one that is not realized by any other entity. BYOD? BYOD times three!

On average a new student will arrive with three devices—and the expectation that there is immediate help. Yet resources constraints and lack of collaboration tools can make supporting this unique user base daunting.

Built for Higher EducationTDX helps address these challenges by providing an integrated ITSM platform that can extend beyond IT to support facilities, admissions, marketing, HR and more. This one platform can be expanded and integrated with portfolio, project, and resource management to fit the needs of today and tomorrow.

A single ITSM Platform that can extend to Facilities, Admissions, Marketing, HR, and more—all integrated with Project Portfolio Management Integrated on a Single Platform.

The Right Fit for Higher Education

Service on Campus.

TDX transformed the way we service our students and faculty. We are more efficient in how we operate and we can now offer a public-facing portal with a service catalog and knowledge base. Our student experience rankings have immediately improved and we are able to contribute on a more strategic level.”

- Brett Williams, Manager, Technology Support Unit and Help Desk University of Wyoming - Information Technology, Client Support Services

“SER VICE MAN AGE MENT FOR ITSM & BEYOND

Highlights

Service Management on a Single Platform:

• Ticketing/Incident Tracking

• Configurable Workflow

• Change Management

• Asset Configuration

• Service Catalog/Knowledge Base

• Release Control

• Student/Faculty Portal

• Integrated Remote Access

ITSM that Expands Across Campus:

Facilities, Admissions, Marketing HR—and more.

• Easy to configure, own and operate - no scripting/no coding

• Integrated platform for services and project portfolio management

• SaaS or Private Cloud Deployment

Incident Management With a systematic approach, you can restore normal service operations as swiftly as possible following an incident. The platform helps organizations move up the maturity model from ad-hoc and chaotic to systematic, repeatable, trackable, and ultimately optimized processes.

With the TDX ITSM Platform, organizations can minimize the effect to campus operations and ensuring a high level of quality. From the basics of log, classify, assign, escalate, and oversee through to tracking, performance management, and ongoing analytics the solution is aimed to deliver a high level of customer service.

Service Simplified

Client PortalStudents arrive to campus with the expectation of connectivity, immediate answers, all systems go. The office of the CIO is expected to make this a reality—and you can! An ITSM system with an integrated portal is how you can get there. TDX offers an integrated Section 508-friendly, portal.

The highly configurable portal allows users have a quick and easy self-service platform—that they can even configure! Add news streams, knowledge base links, access to the service catalog and ticketing system. All of this is at their fingertips—just a click away.

Best of all, there is no programming and there is no scripting. All we need to understand is your vision for your campus and we can help you build it out.

Asset and Configuration Management Effectively manage and maintain asset, configuration data, and dependencies.

Knowledge Base Share knowledge across the IT department and across campus. Create, edit, and view the organization’s collective knowledge, in one, organized spot. Enhance self-service by making the campus Knowledge Base accessible to students, faculty, and staff.

Service Catalog Increase the quality, speed, and transparency of service to students, faculty, and staff through Service Portfolio Management. Use the tool to catalog, publically display, track, and report on services for campus.

Problem ManagementNot only do you want to quickly restore service when incidents occur, but you also need the ability to uncover the underlying root cause. Leverage data and analytics to become more strategic. Driving operational change is a key component of improving overall campus life and student experience.

Change Management Manage the human-side of change and minimize the risks with Change Management. Thoughtfully handle the process by creating, assessing, approving, and making changes within the same project, portfolio, and IT service management platform.

Release ManagementEnsuring software is released properly into your environment is serious business. Using a single platform to organize and manage the plans, execution, and perhaps most importantly, the communication.

Transforming the student experience by rolling-out TDX, we were able to use the built-in knowledge base, home page, service catalog, and ticket request forms to replace about 95% of our existing website content.”

- University of Wisconsin – River Falls

It all comes down to client satisfaction. If our users can transition to this new process with minimal effort and without being inconvenienced, then it’s a success.”

- Virginia Tech

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TDX Buzz

TDX Focus on Service

Implementation ServicesThe TDX Services team has been onsite at literally hundreds of campuses. They understand that Higher Ed is unique. They understand that nowhere else do you find an operating model where each year you onboard hundreds, thousands and, tens of thousands new users. You will benefit from the collective best practices gained from this experience.

On-Going SupportAt TDX, we take service management seriously. Our support team interacts with our user community daily. With our knowledge base and service catalog we easily share common questions and answers, take enhancement requests and intake issues or questions for live interaction. We are available by phone, email, or through the portal to help resolve your issues or to discuss your ideas and feedback. Our Higher Ed user community is very active; your network of peers will help support you as you move your organization forward.

Managed ServicesIn order to alleviate resource constraints,many schools are now working with a partner who can take on a range of work from basic user administration to building out of workflows, dashboards and client portals. This partner is a true partner that is aligned with the longer term vision.

TDX offers the opportunity to optimize services by extending your team with a dedicated resource, who can help free up time by managing basic activities or enhancing service management output, or leveraging our domain expertise in:

• User Administration

• Client Portal Creation / Build-outs

• Dashboards & Reporting

• Workflow Configuration

Open Integration and Integrated Remote Access Complex, campus-wide networks require the management of hundreds or thousands of desktops, servers, tablets, and smartphones. Likewise, in the age of Amazon, Google, eBay, and social media, the higher education customer expects fast, effective, and quality service.

TDX offers integration points with ERP Systems, CRMs, BOMGAR, Dropbox, OneDrive, Google Drive, Box, and more. Students and faculty can initiate or accept remote support sessions on computers running Windows, Mac, and Linux, as well as mobile devices running Android, iOS, or BlackBerry.

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