Frequently Asked Questions

IT Service Management takes a holistic approach towards managing the delivery and function of IT services - learn more at What is ITSM?

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.

TeamDynamix meets the following needs of the University of Illinois System:

• Ease of implementation, deployment, and maintenance
• Support for multiple user portals
• A model for production administration
• A modern service and support experience for our customers

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:

• Academic Computing and Communications Center (ACCC - UIC),
• Administrative Information Technology Services (AITS - System Offices),
• College of Education (Illinois),
• College of Engineering (Illinois),
• Information Technology Services (ITS - UIS),
• School of Public Health (UIC),
• Technology Services (Illinois) and
• University Payroll and Benefits (System Offices)

The initial phase of the TeamDynamix implementation will center on request and incident tickets. Illinois College of Education, Illinois College of Engineering, and UIS ITS are implementing ticketing in Summer 2020. Technology Services and AITS are planning to implement ticketing in Fall 2020.

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-university planning team made up of stakeholder representatives from the various early adopter units.

Centrally-supported legacy systems will be retired. There are currently no plans to migrate ticket data from legacy ticketing systems into TeamDynamix. Individual departments will decide for themselves whether to maintain legacy ticket data outside of TDX.

Within the scope of the initial implementation, Technology Services and System Offices will continue to use the Wisconsin Knowledge Base platform. ITS at Springfield and Technology Solutions at UIC will be moving into the TeamDynamix platform.

As additional units transition to TeamDynamix for ticketing, they will be given the option to either continue using their knowledge solution or move their knowledge documentation into TeamDynamix within defined parameters.

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 will be using TeamDynamix for ticketing, there are currently no plans to mandate use of TeamDynamix for help desk ticketing or other functions for distributed IT units. The evaluation team believes that the TeamDynamix product offers significant advantages over current 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. We are preparing to support broad implementation across the university communities. Support for legacy ticketing systems will no longer be provided.

There will be a single instance of TeamDynamix with the capability to create separate applications. Each university will have its own service catalog and portal. Each unit will have its own ticketing application, workflow process, internal dashboard, and web intake forms for tickets. The implementation of TeamDynamix will be designed to allow tickets to flow easily between units.

Users will see the same interface and will use the same widgets. Each unit can modify the portal, so users may see customized information based on their login.

The TeamDynamix Implementation team is working on the project to implement TeamDynamix within the university communities at Chicago, Springfield, and Urbana. The current project is scoped to roll out to a number of predetermined departments at each university based on the need for a cost recovery of major legacy ITSM/Ticketing applications. (See Timeline)

Following the initial implementation, the project team will develop a service onboarding strategy for other units to join the service. While we want other departments to be as excited as we are to welcome TeamDynamix to the universities, our project must focus on our currently scoped departments.

Unfortunately, not at this time. Getting early access is out of scope for this project as we focus on the initial implementation. We appreciate the excitement that is growing around the universities about TeamDynamix, but our focus must remain on the application design, core implementations, and initial rollouts.

Each of the university central IT units and System Office IT – 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.

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

• Document 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.)?
• Document how tickets are entered into the system: Email? Web forms?
  • For web forms, what type of information do you want to gather based on the ticket type?
• Document what service areas your department has (e.g. document services (copying), web design, learning spaces, computer support, etc.).
• Document the ticket workflow.
• Determine who on your team will be the administrator for your area.
• Determine what you want to do with old tickets in your legacy system.

Stay tuned to this website for further news and information regarding the transition to TeamDynamix. A significant part of the project will center on training and education aimed at IT Pros and customers.

Once you register for an account on solutions.teamdynamix.com, you will have access to videos, articles, event information, API documentation, and release notes. You can use this user guide to help you through the registration process. During the implementation work between TeamDynamix and the University of Illinois System, all questions should be sent to your central IT representative or the implementation planning team at itsm-ipt-group@office365.illinois.edu.

For institution-specific documentation and training, stay tuned to this web site for further news and information regarding our transition to TeamDynamix. A significant part of the project will center on training and education aimed at IT Pros and customers.

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

During the research and analysis into TeamDynamix, a series of focused functional demos were provided and recorded. You can access them on Box at: https://uofi.box.com/v/itsm-demonstrations