Last spring, we mentioned that ITS is moving from Web Help Desk, our current tracking tool, to a new system called TeamDynamix that will allow us to track more than just the break/fix issues that come through the Helpdesk. We’ve been working hard on getting it set up and look forward to sharing it with the campus at the beginning of Winter Term. TeamDynamix will be implemented in three phases.
Phase 1
The first phase will go live on Thursday, January 9th and is focused on tracking the same kinds of things that Web Help Desk tracks now: broken things that need to be fixed, orders, and requests for help. One of our goals as part of this phase is to make it easier to reach out to ITS, both to get help when something doesn’t work, as well as for more exploratory conversations. TeamDynamix will allow us to have a much more robust self-service portal than we have now, giving us an additional avenue to seek support in addition to calling or emailing the Helpdesk.
Phase 2
The second phase will focus on our knowledge base. Our current library of self-service information is spread out over several sites, and we’ll be consolidating much of that information into a single, more easily navigable site. TeamDynamix provides us with tools to make sure technical directions are reviewed on a regular basis for accuracy; to easily link clear, well-illustrated directions to a ticket for the client to try; and for faculty, staff, and students to more easily find their own answers if they want to. Phase two is currently scheduled to go live in March.
Phase 3
The final phase focuses on project management. Much of the work ITS does is project-based. Examples include implementing new software systems—the new Benefits enrollment system, for example—and adding technology to a new building. However, a number of the requests we get for new functionality require that multiple possible solutions be explored to see which one will fit best in our increasingly complicated technical environment, and that exploration is also a project. TeamDynamix will allow us to be more transparent about how those projects are progressing and to include our campus partners more fully in the process.
Implementing TeamDynamix should be mostly invisible to the campus. You may notice clearer and better-formatted emails in response to tickets, easier and more functional forms to use when requesting things, and a significant expansion in our self-service options. TeamDynamix also has the potential to improve how we in ITS manage our day-to-day work. Look for more updates in the next issue!