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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

Date Audience Article Title & Link
July 15, 2022 OHIO IT ITSM Enhancement project concludes
June 23, 2022 Campus Technology Help Center now official home for all IT help content
June 17, 2022 OHIO IT TDX knowledge management training resources shared
June 8, 2022 Campus Technology Help Center expands help content, adds new features
June 3, 2022 OHIO IT TDX launch prompts several changes to OIT website
May 19, 2022 OHIO IT Details announced for TDX knowledge management training
May 12, 2022 OHIO IT New status available in TDX to hold tickets
April 21, 2022 OHIO IT TDX Service Catalog and Knowledge Management launch plans, change freeze announced
April 7, 2022 OHIO IT TDX Service Catalog launches to OHIO IT
April 1, 2022 OHIO IT TDX knowledge base migration 72% complete after week-long build sprint
March 3, 2022 OHIO IT New tutorial video highlighting the features of the Outage and Maintenance Information calendar
February 10, 2022 OHIO IT New TDX Form creation and modification process
February 3, 2022 OHIO IT TDX: Celebrating a year of progress and future steps for ITSM
December 15, 2021 OHIO IT Asset management MVP launched
December 8, 2021 OHIO IT New IT Service Delivery and Support service announced
December 3, 2021 OHIO IT TDX ticket automatic closure clarified
November 19, 2021 OHIO IT New asset management processes developed in preparation for TDX launch
November 12, 2021 OHIO IT ITSM Enhancement Project shares upcoming dates
October 21, 2021 OHIO IT Updated problem management processes and tool
October 13, 2021 OHIO IT TeamDynamix training dates announced
October 6, 2021 OHIO IT Upcoming TeamDynamix modules allow more interconnected ITSM processes
September 30, 2021 OHIO IT Emerging best practices for TDX ticketing
September 23, 2021 OHIO IT TeamDynamix teams embrace agile framework to develop MVPs
September 9, 2021 OHIO IT MVPs for the next TeamDynamix modules announced
September 2, 2021 OHIO IT Continuing improvements to TDX ticketing post-launch
August 12, 2021 OHIO IT IT Service Management data from TDX ticketing transition
August 11, 2021 Campus Initial response to Technology Help Center signals strong IT support for Fall semester
July 29, 2021 OHIO IT TeamDynamix ticketing officially replaces Footprints 12
July 26, 2021 Campus Technology Help Center website launched
July 22, 2021 OHIO IT TDX Ticketing, Technology Help Center launch Monday
July 15, 2021 Campus OHIO IT announces new Technology Help Center
July 14, 2021 OHIO IT TeamDynamix ticketing internal launch in progress
July 8, 2021 OHIO IT Preparing for the internal launch of TeamDynamix ticketing
June 30, 2021 OHIO IT Clarifications on TeamDynamix launch timeline
June 23, 2021 OHIO IT TDX ticketing training details
June 9, 2021 OHIO IT Change enablement launched in TDX, ticketing training up next 
May 27, 2021 OHIO IT HCOM ticketing moves to TeamDynamix
May 12, 2021 OHIO IT TeamDynamix training coming soon
May 7, 2021 OHIO IT Updated timeline, project structure for IT Service Management Enhancement
April 1, 2021 OHIO IT TeamDynamix teams work to improve the user experience for IT and campus users 
March 10, 2021 OHIO IT Teams tackle service request, ticketing and asset management processes with TeamDynamix
February 17, 2021 OHIO IT TDX implementation teams share early successes, next steps
February 3, 2021 OHIO IT New channel created to ask questions about TeamDynamix