Tag Archives: TMIS
The Information Technology Department (ITD) in a large mid-Atlantic University supported more than 100 service offerings comprised of voice, data, and video. Many processes for things such as ordering services, scheduling of staff time, responding to trouble reports and repairs, and billing were not integrated. This lack of an integrated TMIS limited the department’s ability to maintain current service levels and add new ones. Since the University was establishing a new charge-back methodology for their voice, data, wireless, and video services, it was critical a new TMIS be produced.
The University engaged WTC Consulting, Inc. to determine the feasibility of selecting a new TMIS. The study included documenting existing applications and business processes, identifying the functional attributes that a new system should have, preparing a Request for Technical Information, and developing an evaluation tool and selection criteria. WTC worked with the ITD staff to develop detailed system requirements. Six major areas of functionality were identified and a final decision was made and a TMIS System was installed and implemented.
The University integrated the service order and trouble ticket processing for both systems into a single system with improved tracking, auditing, reporting, and analysis capabilities. A more flexible front end improved the Help Desk application, supporting client services on and off-campus with web interface. And, a flexible data base improved support for the new funding models the University put in place.
WTC Consulting, Inc. is a national professional services firm delivering consulting services to a higher education and academic medical centers for over 28 years. Expertise in strategic technology planning, rate and funding strategies, IT assessments, and wired and wireless infrastructure planning. WTC has conducted more than 860 engagements for 250 clients.
Visit our website at www.wtc-inc.net