Project Purpose
Texas A&M University is currently engaging with the university community to improve and strengthen the service delivery model through redefined processes, elevated expectations and a single-entry point platform to better serve faculty, staff and students seeking technology-related support.
Powered by TeamDynamix (TDX), these efforts align with the division-wide initiative to transform the customer experience, bringing improved interactions and streamlined service delivery.
To foster service excellence, this project will implement a new IT ticketing tool enabling high quality and consistent customer service across the entire university. Through unified processes, campus members will be able to find answers to questions, request services and get service help for problems. Integrated processes and leading technology will empower a shift from reactive to more proactive support, enhancing help desks to transition IT service desks delivering consistent, transparent, intuitive and dynamic customer experiences, and access to subject matter experts on first contact.
Through TeamDynamix, the campus community will experience increased levels of support and decreased response times to requests for assistance, including classroom technology support, general computing needs and other technology-related services provided.
Implementation
Implementation of the new ticketing solution will utilize a customer-centric approach to ensure that the campus member’s current needs are addressed while remaining adaptable to changing environments.
Subsequent projects will include additional university partners and divisions that have expressed interest in utilizing TeamDynamix as the ticketing system for their business processes.
Project Scope
- Identify TeamDynamix ownership and establish a support team
- Identify top incidents and service requests to implement early
- Outline the service catalog using higher education practices from EDUCAUSE
- Support training from end-users to administrators
- Engage faculty, staff, and students through focus groups, interviews, and surveys for customer-centered approach to system implementation
- Build-out Incident Management and Service Requests
- Outline performance and reporting metrics
- Identify opportunities for subsequent projects with university partners and divisions
- Assess opportunity for Problem Management and Knowledge Base Management
Milestones
- IT Service Management Ticketing System Selection: Complete
- Establish ITxT Project Governance: Complete
- Define core IT services catalog: Complete
- Establish ITSM tool support model and team: Complete
- System baseline and portal configuration: Complete
- Client portal soft launch: Complete
- Technician training: Complete
- Customer resource guide, office hours and scheduled development: In-Progress through Fall 2024
- Ticketing Tool Go Live and Cutover: In-Progress
- Support Email Migration - Complete
- Service catalog review and expansion - In-Progress
- Migration from legacy tools begins - December 2024
- Go live with Major Incident/Problem Management Process - January 2025
- Operational and Advisory committee formation and meetings begin - February 2025
- Go live with Change Management Process - February 2025
- Actionable feedback from committee and IT community ongoing - Spring 2025
- Migration from ServiceNow completed - March 2025
- ServiceNow licensing expires - April 2025
- Archiving historical ticket data - April 2025
Support Email Migration Dates
Colleges and Campus Units
| Unit | Onboard Start Date |
|---|---|
| College of Performance, Visualization and Fine Arts | Complete |
| College of Engineering | Complete |
| Executive Support | Complete |
| Division of Student Affairs | Complete |
| McAllen Campus | Complete |
| College of Architecture | Complete |
| Texas A&M Health | Complete |
| Texas A&M University School of Law | Complete |
| The Bush School of Government & Public Service | Complete |
| University Libraries | Complete |
| Mays Business School | Complete |
| College of Arts and Science | Complete |
| College of Education and Human Development | Complete |
| College of Veterinary Medicine & Biomedical Sciences | Complete |
Strategic Alliances & Partnerships
| Unit | Onboard Start Date |
|---|---|
| Division of Marketing and Communications | Complete |
| Human Resources & Organizational Effectiveness | Complete |
| Division of Finance and Business Services | Complete |
| Facilities & Energy Services | Complete |
| Texas A&M Galveston | Complete |
| Texas A&M Athletics | Complete |
| International Ocean Discovery Program | Complete |
| Division of Research Administration | Complete |
| Transportation Services | Complete |
| University Police Deparment | Complete |
Technology Service Enterprise Teams
| Unit | Status |
|---|---|
| Strategic Management | Complete |
| Networking and Telecommunications | Complete |
| IT Enterprise Operations | Complete |
| IT Academic Operations | Complete |
| Help Desk Central | Complete |
| Architecture and Engineering | Complete |
| Enterprise Application Services | Complete |
| IT Security and Risk | Complete |