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University of Illinois and TeamDynamix:
Service Management Platform Implementation


A Transition Offering New Opportunities

The University of Illinois will be implementing a new Service Management and Project Portfolio Management (PPM) solution, TeamDynamix, in the near future. The decision to partner with TeamDynamix came after recommendations from an analysis project, initially charged to replace aging ticketing systems used by the central IT units across the system. This was later expanded to consider additional service management processes and scope.

In early 2019, an IT Service Management (ITSM) Research Group looked at several products that could replace the current ticketing systems and provide a more unified and modern experience for service and support at our Universities. TeamDynamix represents an evolution over ticketing systems currently in use offers exciting opportunities to departments beyond IT.

Implementation of the TeamDynamix private cloud-based platform will have multiple phases. The initial focus will be transitioning current users of the Enterprise and centrally supported legacy ticketing and PPM systems, followed by the Departments utilizing other self-supported systems that are interested in the TeamDynamix platform. More information on the transition and other frequently asked questions are provided below.

Our Goal

The overall goal of this project is to advance IT at the University of Illinois to current industry standards for the next 3-5 years.

Transition Information for Centrally Supported Legacy Ticketing System Users

  • Central IT organizations 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.

Transition Information for Centrally Supported Legacy PPM System Users

  • Central IT organizations 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.

Transition Information for 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.

 


Frequently Asked Questions

There were several drivers behind this decision

  • To replace ticketing systems and project portfolio systems that have reached their limits of effectiveness and adoption.
  • To improve the customer experience. Customers are often inconvenienced by having to navigate the university organizational structure to locate the help they need. Customers often create multiple support tickets with different organizations for the same issue and struggle to get accurate status information.
  • To meet the need for a customer support tool that has a modern, mobile-friendly interface.
  • To enable leadership to more easily and accurately understand the effort and impact of IT at our universities.

A research committee formed by the IT Leadership Team in August 2018 looked at over 30 ITSM tools. They used four main criteria to compare the tools to determine which would be the best fit for our diverse needs:  ease of implementation and deployment, ease of maintenance and upgrades, support for multiple user portals, and the product administration model. TeamDynamix was chosen as the best fit. The TeamDynamix platform was designed and built primarily for higher education customers, which continues to be the focal point of their long term strategy.

Ticket management systems are designed with a focus on managing break-fix incidents and customer requests for IT service. IT Service Management solutions provide these functions and much more. ITSM tools like TeamDynamix are designed to take a more holistic approach towards managing the delivery and function of IT services. For example, TeamDynamix provides the ability to track and manage changes to your IT services and assets, define and track your service levels, configure customer-facing portals and service catalogs, and more.

  • IT Service Management (ITSM)
    • Self-Service
    • Incident Management
    • Service Request Fulfillment
    • Change Management
    • Service Catalog
    • Satisfaction Surveys
    • Asset Management/CMDB
    • Knowledge Base
    • Problem Management
    • Bomgar Integration
  • Project Portfolio Management (PPM)
    • Project Request Management
    • Project Management
    • Resource Management
    • Time Tracking

The initial implementation will include Technology Services (Illinois), ACCC (UIC), ITS (UIS), AITS (System Offices), College of Engineering (Illinois), School of Public Health (UIC), University Payroll and Benefits (System Offices)

The university has had a few preliminary meetings with the vendor’s implementation team. Together we will form an implementation plan and timeline which will be communicated once it is determined.

Working under the direction of the IT Leadership Team (ITLT), this project is being led out of the University Systems Office and AITS, with a multi-campus planning team made up of stakeholder representatives from the various early adopter units.

Legacy systems will be phased out and retired on or before their renewal period. Customers will be provided a transition path to TeamDynamix. There are currently no plans to migrate ticket data from legacy ticketing systems into TeamDynamix.

The university is committed to the answers.uillinois.edu Knowledgebase service. The project team will explore every option for integrating answers.uillinois.edu into TeamDynamix. They will also evaluate the Knowledge Management module of TeamDynamix since it is included in our licensing agreement. The team will decide on a direction as part of the implementation planning phase.

There are currently no plans to enforce use of TeamDynamix for help desk ticketing or other functions. That said, the evaluation team believes that the TeamDynamix product offers significant advantages over current tools for both service providers and customers. Furthermore, there are significant benefits to be gained by sharing a single system, thus allowing for a more seamless experience for all parties. We certainly hope and are planning for broad implementation across the campuses.

There will be a single instance of TeamDynamix with the capability to create separate “applications”. Each application allows units to make their own customizations, e.g. your own customer portal and service catalog. The implementation of TeamDynamix will be designed to allow tickets to flow easily between organizations so that no one becomes an island.

The deployment timeline will be determined later on in the implementation planning phase. The deployment dates will be communicated once they are known.

Each of the four university central IT units – Technology Services, ACCC, ITS, and AITS – have shared the cost for TeamDynamix. Each of these units will independently decide if and how these costs will be passed down to participating units and departments.  

Right now, stay tuned to this web site for news and information regarding our transition to TeamDynamix. A significant part of the project will center around training and education aimed at IT Pros and customers.

This web site will be the central source of updates for now. A communications plan is being developed to include other channels of communication.

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

Email us: University Implementation Planning Team

 


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