Technology Services is committed to improving the customer service experience and we are pleased to announce a new ticketing system coming Fall 2019.
We have selected TeamDynamix as the new “ticketing system” to be used by the campus community to submit technology related work orders.
- What are we doing?
- We are replacing our ticketing system with TeamDynamix
- We are addressing our Priority 5, Goal 3, in accordance with our TS strategic plan:
- To foster campus partnerships emphasizing a commitment to helpful and proactive service, transparency, responsiveness and continuous improvement
- Why are we doing it?
- We are improving service delivery and customer service
- To communicate clearly the types of tools and services offered to the campus community
- To create and publish a comprehensive service catalog listing all the services offered and how to request or receive services
- We are organizing our list of services in a more intuitive and informative way
- To empower users to be more self-sufficient
- New features include:
- Service pages that provide information about each Service
- Customized forms to collect service-specific information
- Requests are assigned directly to the technicians responsible for providing services
- Enhanced reporting and analysis capability
- Self-service capability
- Improved user interface
- Ability to initiate a service request
- Ability to check on status of your service request
- Knowledgebase (KB Articles) relating to IT Services
- Powerful search functionality
- When are we doing it?
- TeamDynamix IT Service Management soft launch in Summer 2019
- Formal Launch in Fall 2019
- Next Steps:
- Convene the Change Advocates committee in early spring 2019
- Create our service catalog
- Training of Technology Service staff
Highlights of TeamDynamix Service Management
- Ticketing/Incident Tracking
- Configurable Workflow
- Change Management
- Asset Configuration
- Service Catalog/Knowledge Base
- Release Control
- Student/Faculty Portal
- Integrated Remote Access
Our new client portal will contain our Service Catalog, which describes the services we offer and the ability to request those services online. The implementation of a service catalog is an important step in transforming from a technology-oriented organization into a service-oriented organization and enables the organizational focus to shift from technology components to services that facilitate university outcomes.
Building a solid foundation based on ITIL standards
Our goal is to improve our service delivery following best practices that include the following:
- Categorize incidents and service requests by differentiating one from the other
- Establish clear criteria for triaging incoming requests to determine their urgency, set reasonable resolution targets and determine appropriate escalation protocols
- Provide outstanding customer service by promoting a culture of courteous service, which fosters better relationships and congruent expectations
- Hold IT accountable by using data to guide improvement strategies, spending time on projects rather than fighting fires, and fulfilling more service requests than incidents