IT Service Management Enhancement
The implementation of the TeamDynamix IT service management tool will lead to improved customer service, with greater transparency and more advanced management of IT services. The project introduces a new client hub, the Technology Help Center, for campus users to request services or report issues. It also allows IT employees to manage those requests more efficiently, as well as to manage equipment, solve large-scale issues and report on upgrades and changes that affect campus users. The project is expected to improve business processes, enhance reporting capabilities, and allow more customization to meet unique needs of Ohio University.
Key milestones and descriptions of each module are provided below. Additional information for technicians can be found under TeamDynamix Technician Training and TeamDynamix Documentation.
Project Modules
| Module | Description | Design, Configuration & Testing | Training | Launch | Contact |
|---|---|---|---|---|---|
| Change Enablement | The change enablement module improves upon the workflows and processes in the technical change process, allowing technicians to review incident and change errors and make improvements in a short timeframe. | April-May 2021 | June 2021 | Launched June 2021 | Mary Jeffreys |
| Client Hub (Technology Help Center) | The Technology Help Center provides transparency into ticket status for end users, including the ability to submit and track tickets online. As the client hub develops, it will include custom request forms and integrate the service catalog and knowledge base. | March-Oct. 2021 | June - July 2021 | Launched July 2021 | Cody Sigmon |
| Incident and Request Management | The incident and request management module replaced Footprints 12 with a new ticketing system with standard workflows and processes. It provides the ability to report against service level and operating level agreements. | March-June 2021 | June - July 2021 | Launched July 2021 | Kevin Zhang |
| Problem Management | The problem management module supports a more structured approach to review major incidents, identify root causes, and make improvements to prevent problems from recurring. This module will integrate with asset management to identify problems linked to specific hardware and other technology. | July-Nov. 2021 | Nov. 2021 | Launched Nov. 2021 | Dave Belville |
| Asset Management | The asset management module includes a CMDB (configuration management database) that supports equipment lifecycle management and helps identify recurring problems. | July-Dec. 2021 | Dec. 2021 | Launched Dec. 2021 | Ian Isham |
| Service Catalog | The service catalog will be integrated with the client hub and link services to custom forms that allow users to report incidents and request services. The service catalog will include links to help documentation from the knowledge base to help users find solutions prior to submitting a ticket. | August 2021-June 2022 | June 2022 | Launched June 2022 | Cody Sigmon |
| Knowledge Management | The knowledge management module will house end user support documentation in a format that is easy for users to search and convenient for technicians to update. The knowledge base will be also be evaluated for potential for use on other teams. | August 2021-June 2022 | June 2022 | Launched June 2022 | Cody Sigmon |
| Project Management | A new project will be initiated to review institutional needs for project and portfolio planning capabilities as well as a fit-gap analysis to help us decide how best to position and configure current and future technology solutions such as Jira and the TDX Project Management module. | Initial Assessment Only | N/A | N/A | Amanda Davis |
Core Project Team
| Role | Name | Title |
|---|---|---|
| Project Sponsor | Jeffrey Wolfe | Director, End User Support |
| Technical Lead | Bret Swart | Application Systems Analyst III |
| Technical Lead | Jon Seastedt | Application Systems Analyst II |
| Change Management Lead | Julie Chiki | Campus Engagement Specialist II |
| Business Analyst | Liz Murphy | IT Business Analyst II |
Steering Committee
Jeffrey Wolfe, Director, End User Support and Project Sponsor
Chris Hayes, OIT Manager, Enterprise Middleware & Integration
Toni Marinucci, OIT Manager, Information Delivery
Jodie Penrod, Heritage College of Osteopathic Medicine Senior Director, Technology
Sarah Riddlebarger, OIT Manager, Service Ownership
Larry Tumblin, Director of Information Technology for Regional Higher Education
Technician Training and Documentation
Knowledge Management Training: June 7 & 13, 2022
Asset Management Training: December 6 & 14, 2021
Problem Management Training: November 5 & 8, 2021
Reporting Training: July 20 - 28, 2021
Ticketing Training: June 28 - July 9, 2021
Change Enablement Training: May 24 - June 3, 2021
Project Communication To Date