University of Illinois and TeamDynamix:
Service Management Platform Implementation
Last update date: 11/17/21
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
- AITS, ITS, Technology Services and Technology Solutions 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
- AITS, ITS, Technology Services and Technology Solutions, and 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.
- There is more information about PPM on the FAQ page.
TeamDynamix High Level Timeline
TeamDynamix Implementation Scorecard
The graphic below provides a status overview of the University of Illinois System implementation of TeamDynamix. For a unit-by-unit status list, organized by University, visit the Implementation Metrics page.
Have a question or concern that is not addressed in the FAQs?
Email us: University Implementation Planning Team