Updated timeline, project structure for IT Service Management Enhancement
This article was originally published in the May 7, 2021 IT Weekly.
The IT service management enhancement project underwent several changes in the last few weeks to ensure a higher quality user experience for both OHIO IT and campus as a whole. Changes include a revised timeline and a new structure to increase collaboration between project teams.
Instead of a single launch date for all phase 1 modules, the timeline now includes a soft rollout through June and July, allowing more time for internal testing and improvements before introducing new features to campus. The revised timeline provides a month of use as an adjustment period prior to the start of fall semester and still falls within the original TeamDynamix support contract.
Change enablement, including a public-facing change calendar, will launch first in early June due to lighter implementation requirements and minimal campus impact. This will allow time to get familiar with the TeamDynamix platform and TDNext, the application where technicians will manage their work.
Incident and request management, the main ticketing application, will launch for IT use in early July, with the full roll-out to campus planned for July 26. This allows more time for training, greater refinement of IT business processes, and a better product to share with campus.
Once rolled out to campus, users will be able to track their tickets and submit request forms for top services though the client hub. All other requests will route through a general intake form, and users can still request help using the current methods of email, phone, chat, and walk-in.
In phase 2, the client hub will evolve iteratively to include request forms for additional services, the entire service catalog, and related knowledge base articles. Phase 2 is slated for launch in late fall. The Heritage College of Osteopathic Medicine is also scheduled to join the TDX platform during phase 2.
Additionally, the structure of the project has shifted to improve communication between project teams, as the work between modules is increasingly interdependent. Each module team will be headed by a technical resource known as a sub-project lead, all of whom will meet weekly to share status updates and report to the project steering committee. Toni Marinucci has joined the steering committee to represent the reporting function, a key feature of the TeamDynamix platform.