Project Purpose

In order to foster service excellence, the TeamDynamix 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

  • Select Campuswide Ticketing System: Complete
  • Identifying design implementation partner: Spring 2023
  • Define foundational service catalog: Summer 2023
  • Establish TeamDynamix support model and team: Summer 2023
  • Complete training/onboarding to single service campuswide: Present through Summer 2023
  • Implement TeamDynamix: August 2023
  • Transition existing ticketing tools to TeamDynamix: Winter 2023

For additional information or to help address specific questions, please contact the project team at TDX@tamu.edu.