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: In-Progress through Fall 2024
  • Customer resource guide, office hours and scheduled development: In-Progress through Fall 2024
  • Ticketing Tool Go Live and Cutover: In-Progress
  • Historical ticketing data strategy: Summer - Fall 2024

Project Status: July 2024

  • Intake for Incidents and Service Requests via email, walkups, and phone will move to TDx. August 2024
  • Service offerings and ticket triage processes are under review with local IT support teams. 
  • The technical team has completed client access and is working on location and asset data imports. 
  • Service Catalog mapping in the portal is complete. 
  • Job aids are actively being developed and training recordings are available for all of IT.

Support Email Migration Dates

Colleges and Campus Units

Unit Onboard Start Date
School of Performance, Visualization and Fine Arts 7/29/2024
College of Engineering 8/26/2024
Executive Support 9/1/2024
Division of Student Affairs 9/1/2024
McAllen Campus 9/1/2024
School of Architecture 9/1/2024
Texas A&M Health 9/1/2024
Texas A&M University School of Law 9/1/2024
The Bush School of Government & Public Service       9/3/2024
University Libraries 9/4/2024
Mays Business School 9/13/2024
College of Arts and Science 9/16/2024
School of Education and Human Development 9/23/2024
School of Veterinary Medicine & Biomedical Sciences       9/24/2024

Strategic Alliances & Partnerships

Unit Onboard Start Date
Division of Marketing and Communications 8/26/2024
Human Resources & Organizational Effectiveness       8/26/2024
Division of Finance and Business Services 8/26/2024
Facilities & Energy Services 8/26/2024
Texas A&M Galveston 8/26/2024
Texas A&M Athletics 8/26/2024
International Ocean Discovery Program 8/26/2024
Division of Research Administration 8/26/2024
Transportation Services 8/26/2024
University Police Deparment 8/26/2024

Technology Service Enterprise Teams

Unit Onboard Start Date
Strategic Management 7/23/2024
Networking and Telecommunications       7/25/2024
IT Enterprise Operations 7/25/2024
IT Academic Operations 7/29/2024
Help Desk Central 7/29/2024
Architecture and Engineering 7/30/2024
Enterprise Application Services 7/31/2024
IT Security and Risk 7/31/2024