Summary
TeamDynamix questions about the transition from Request Center.
What is the big news?
How will my life be different?
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The first phase will look in many ways similar to what you do now. Request Center will largely look the same and still be the place to enter tickets. When you press the technology icon, you will be redirected to a TeamDynamix landing page and from there will navigate through a few screens to create a technology ticket. A separate knowledge article exists to explain how a ticket is created in TeamDynamix. How To Create A Ticket In TeamDynamix (TDX)
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The system is highly transparent. You will be able to see who is working your ticket, at any time.
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When creating tickets yourself the system will be looking for specific data attributes to ultimately make the process of gathering the right information more focused, and in the end provide a better technology support experience to you.
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The implementation approach will slowly introduce TeamDynamix to the BC Community. It will be different, and will require some patience and understanding as you learn to navigate a new software tool.
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As the BC Community adjusts to the new system, more features and functions of the tool will be implemented. The system has some powerful features including structured data and metrics that will allow ITS to better track its technology support performance, improve accountability of ourselves, and in the end provide a better customer support experience for you.
Why are we moving technology requests out of Request Center?
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Over the last several years ITS carefully assessed the needs of Bellevue College as pertains to providing technology support to student, faculty and staff. Commercial ticket solutions for the Help/Service Desk has significantly progressed over the last decade and we have an opportunity to leverage, through a commercial solution in TeamDynamix, the extensive research and development that has gone into this system.
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There are big opportunities with the new system that we are available to leverage – such as determining priority on a ticket; integrating knowledge articles with the ticketing system to make self-service more user friendly; data that will allow us to better analyze how well we are doing. You have heard the old adage, “you can’t improve what you can’t measure.” TeamDynamix is data rich and will provide useful information that will allow ITS to better communicate, manage and deliver an even higher level of customer service.
What is TeamDynamix and why did we decide to select it for our new ITS ticketing system?
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TeamDynamix (TDX) is a software vendor located in Columbus, Ohio. Their primary products are those that support technology service desks and project management practices. We chose TDX after a lengthy vendor evaluation.
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Their target market is higher education. We talked to over 20 colleges and universities using TDX and all were pleased with the system. TDX has a strong customer community that works closely together to share knowledge and best practices. They were the only system evaluated that met our accessibility requirements.
What is the rollout plan for TDX?
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TDX implementation happens in several phases. The first phase goes live Monday January 30 at 7am. Subsequent phases will occur in increments after initial go-live.
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The phases after January 30 will introduce more features/functions/capabilities of TDX as the BC Community adjusts to the new tool.
What will happen to Request Center?
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For the time being, nothing. Request Center will continue to look the same. However, when selecting the technology icon in Request Center you will be redirected to TDX. As we gain more experience using TDX we will examine the potential to extend its use to other divisions.
What about all the tickets that are still in Request Center, what will happen to those?
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Tickets that are non-ITS tickets will continue to be processed in Request Center.
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Technology tickets that are still in Request Center as of January 30, 2017 will continue to be worked in Request Center until they are either closed or canceled.
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At the end of February ITS will review how many active ITS tickets are still in Request Center and decide whether to manually import those to TDX or continue to process them in Request Center.
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All new technology tickets starting January 30, 2017 will be created and processed in TDX.
Will Request Center still be used for submitting tickets besides technology tickets?
Will I still call the Service Desk if I need technology help?
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Yes. The ITS Service Desk phone number and methods of contact will not change. You are welcome to communicate with the Service Desk the same ways you do now – phone, chat, email, walk-in, etc.
What are some of the cool features in TeamDynamix that are not available in our current ticketing system?
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Transparency. It will be very easy to see who is working your ticket at any time.
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Self-service. Tickets and knowledge articles will be available in the same system, and make it much easier for end users to solve issues on their own.
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Accountability. The system has the capability to establish parameters around how quickly ITS receives, acknowledges and resolves tickets. This will provide very useful data to help ITS raise the bar in terms of accountable customer service.
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Automation. Features in the system will allow auto-routing of tickets to the appropriate ITS support teams, saving time and improving customer service responsiveness.
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Priority. TDX will provide a mechanism to assign priority based on impact and urgency to ensure tickets are addressed in the proper priority.
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Efficiency. TDX has many capabilities that will make processing technology tickets more efficient. For example, when creating a ticket for a Canvas Cross List or any other request the required data will be prompted for eliminating the back/forth communications.
How soon will I see these benefits?
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It may take several months. The objective of this initial phase is not perfection. We realize it will be a little bumpy at the start, but as things smooth out and we are able to activate more functions and features of TDX the benefits will become much more visible. Having seen how other higher education institutions have implemented TDX reassures us that we are building a solid foundation for raising the bar on ITS customer service.
How will the new TeamDynamix system benefit me?
Is the TeamDynamix ticketing system accessible?
What do you need from me?
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We need your understanding. Like any major software implementation that affects the entire campus community it will require adjusting to change. An organization only has so much capacity to absorb change, and we are trying to be mindful. Please be patient as there will no doubt be issues that come up and will be addressed just as promptly as we can. The good news about the system is that it is highly configurable and most changes can easily be done without software engineering support.
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We need your engagement and feedback. To provide feedback please provide a comment on our TeamDynamix blog at TeamDynamix Blog. The best way to get the system optimally configured is with your participation, support and input. We are all ears. We want to hear from you – what is working, what is not. Please know that our goal in this first phase is not perfection. We have aimed for the 80/20 rule – that we have hit the mark on 80% of the organizations needs and the rest will be more finely tuned as we hear from you.
Where do I get more information and/or training on TeamDynamix?