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University of Illinois and TeamDynamix:
Service Management Platform Implementation


Last update date: 11/12/20

A Transition Offering New Opportunities

Beginning in Fall 2020, the University of Illinois System (Illinois, UIC, UIS, and System Offices) is implementing a new Service Management and Project Portfolio Management (PPM) solution, TeamDynamix. Implementation of the TeamDynamix private cloud-based platform will have multiple phases which are displayed in the image and details below.

Why are we doing this?

  • To improve the customer experience. Customers are often inconvenienced by having to navigate the university organizational structure to locate the help they need. We aim to create a seamless ticketing system that supports all customers regardless of unit affiliation. To meet the need for a customer support tool that has a modern, mobile-friendly interface.
  • To replace ticketing systems and project portfolio systems that have reached their limits of effectiveness and adoption.
  • To enable leadership to more easily and accurately understand the effort and impact of IT at our universities

Transition Information

Centrally Supported Legacy Ticketing System Users

  • Technology Services, ACCC, ITS, and AITS will transition to the TeamDynamix solution and document lessons learned and best practices to assist additional units with implementing the solution.
  • Units currently utilizing central IT-supported legacy systems will be prioritized to allow legacy systems to be retired. Central IT organizations will partner with units currently using these legacy systems to transition to the TeamDynamix solution.
  • Each unit will be responsible for recreating any non-standard reports, dashboards, or forms currently used in the legacy systems.

Departments with Self-Supported Ticketing Systems

  • Departments using self-supported ticket systems will be considered once centrally supported ticketing systems and users have transitioned to TeamDynamix.
  • We will be working on plans to accommodate these units. Look for more information in the future.
  • Local central IT admins and experts will work with departments to assess readiness, determine priority, and identify resources needed for their transition project.

Centrally Supported Legacy PPM System Users

  • Technology Services, ACCC, ITS, and AITS will transition to the TeamDynamix PPM solution and document lessons learned and best practices to assist additional units with implementing the solution.
  • Units currently utilizing centrally supported legacy PPM solutions will be prioritized to allow legacy systems to be retired. Central IT organizations will partner with those units to transition to the TeamDynamix solution.

 

This image that follows is of the TeamDynamix Implementation High Level Timeline. There are 5 transition tracks. Track 1 is the Pilot Ticketing Applications. It starts summer 2020 and ends fall 2020. Track 2 is the Legacy System Transition Ticketing Applications where
  • Central IT starts summer 2020 and ends spring 2021
  • Service Desk Manager Units starts winter 2020 and ends summer 2021
  • Request Tracker Units starts spring 2021 and end fall 2021.
  • Other Units starts fall 2021
Track 3 is the Legacy System Transition Project Management (Clarity)
  • Central IT Units using starts fall 2020 and end spring 2021
  • Clarity units starts spring 2021 and end summer 2021
  • Other Units starts fall 2021
  • Track 4 is the Legacy System Transition Change Management<
  • ACCC (RT) and AITS (SDM) starts fall 2020 and end spring 2021
  • Other Units starts Fall 2021
  • Track 5 is the Legacy System Transition CMDB
  • AITS (SDM) starts winter 2020 and end spring 2021
  • Other Units starts Fall 2021

TeamDynamix Implementation High Level Timeline

The TeamDynamix Scorecard shows how many units have transition from either CA Service Desk or Request Tracker to TeamDynamix.


Have a question or concern that is not addressed in the FAQs?

Email us: University Implementation Planning Team

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