Frequently Asked Questions

IT Service Management takes a holistic approach towards managing the delivery and function of IT services.

While ticket management systems are designed with a focus on managing break-fix incidents and customer requests for IT service, ITSM solutions support these functions and much more. For example, ITSM solutions provide the ability to track and manage changes to your IT services and assets, define and track your service levels, configure customer-facing portals with service catalogs, map your IT infrastructure and dependencies, and more.

At the University System level, TDX is governed by the TDX Collaborative Board, consisting of representatives from the University of Illinois Chicago (UIC), University of Illinois Springfield (UIS), University of Illinois Urbana-Champaign (UIUC), and System Office. The meeting minutes for the Collaborative Board are published publicly online.

At both Chicago and Urbana, a TeamDynamix Advisory Group (TDAG) has been formed, which works with that university's stakeholders to address matters pertaining to the use and expansion of TeamDynamix at their University. The chair of each University’s TDAG is also a member of the Collaborative Board.

For questions regarding TDX governance:

• Chicago — UIC TDX Service Page (login required)
• Springfield — techsupport@uis.edu
• Urbana — urbana-tdag@illinois.edu

IT Service Management (ITSM)

• Self Service
• Incident Management
• Service Request Fulfillment
• Change Management
• Service Catalog
• Satisfaction Surveys
• Asset Management
• Knowledge Base
• Problem Management
• Bomgar Integration

Project Portfolio Management (PPM)*

• Project Request Management
• Project Management
• Resource Management
• Time Tracking

* Not all features are available to or implemented at each university; see below for details.

It is the intent to eventually offer TeamDynamix PPM to any interested unit. Central IT units proceeded first. The timeline for other interested units is on hold until we learn more about future enhancements from the vendor. The product roadmap includes enhancements to PPM that will allow more options and flexibility for customizing PPM to better serve the unique and individual needs of each unit. Once these enhancements are announced, we will resume efforts to make PPM available to interested units.

If you are interested in using the PPM module, please contact the appropriate university governing body mentioned above.

Technology Services at UIUC and System Offices will continue to use the Wisconsin Knowledge Base platform (Answers @ Illinois). ITS at Springfield and Technology Solutions at UIC have moved to the TeamDynamix platform. Units at UIC and UIS can use the TDX knowledgebase.

Long-term, we are working with TeamDynamix on knowledge management features that will hopefully support a more complete migration to the TDX knowledgebase for all units that wish to use it.

While central IT units are using TeamDynamix for ticketing, there are currently no plans to mandate use of TeamDynamix for help desk ticketing or other functions for non-central IT units. The TDX governance groups believe that the TeamDynamix product offers significant advantages over other tools for both service providers and customers. There are significant benefits by sharing a single system, thus allowing for a more seamless experience for all parties, especially customers. Support for legacy central ticketing systems (CA Service Desk, RT) is no longer being provided.

There is a single instance of TeamDynamix with the capability to create separate applications; however, each university (UIC, UIS, and UIUC) has its own service catalog and customer portal. Each unit may have its own ticketing application, workflow processes, internal dashboard, and web intake forms for tickets. The Transfer Hub allows tickets to flow easily between units and universities.

Users will see the same interface and will use the same widgets; however, users may see customized information based on their login. TDX App Admins can modify what information is visible.

Please contact the appropriate University’s TDX governing unit to get on their list.

• Chicago — UIC IT - TeamDynamix
• Springfield — techsupport@uis.edu
• Urbana — TDX at Illinois Service Request (login required)

It’s free. Each of the university central IT units and System Office IT (AITS, ITS, Technology Services, and Technology Solutions) have shared the cost for TeamDynamix. Participating colleges, units, and departments will not be charged individually for utilizing TeamDynamix.

Each department will work with their university /system IT group to implement TDX. While you are waiting:

• Identify the scope of TeamDynamix use.
  • Only ticketing? Asset management? Configuration management?
  • Do you want to handle only short-term tickets or both short-term tickets and longer projects?
  • Do you want to focus on IT, or use this for other departments (Finance, HR, staff onboarding, etc.)?
  • Identify potential users and roles (e.g. App Admins, student workers, full-time staff, faculty, etc.)
  • Identify available support resources (people, time, and systems)
• Document how requests are currently managed. Email? Web forms?
  • Document types of requests
  • Types of information gathered
  • Structure and functionality of forms (API, automations, etc.)
  • Document your current ticket workflows
• Document the service areas in your department (e.g. document services, web design, learning spaces, computer support, etc.).
• Determine what you want to do with old tickets in your legacy system.
• Request and/or watch demos.

• Chicago — UIC TDX Service Page (login required)
• Springfield — techsupport@uis.edu
• Urbana — TDX at Illinois Service Request (login required)
• System Office — System Office Service Request (login required)

The University of Illinois has created a guide to help IT Pros register for the TeamDynamix Community.

• The KnowledgeBase TDX Resources article has the most complete list of TDX Resources available.
• The TeamDynamix Change Log contains information about changes to the TeamDynamix application.
• You can find TDX Training Resources in the KnowledgeBase
• For UIC, access to training documentation is currently limited to Tech Solutions staff. It will be opened up to additional groups as they start planning transitions.
• UIC's Technology Solutions has created a series of TDX Application Admin videos available on YouTube.
• You can find ticketing demos in Media Space.

No, there is currently no mobile app available for TeamDynamix