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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
Asset Management The asset management module includes a CMDB (configuration management database) that will support equipment lifecycle management and identify recurring problems. In Progress TBD TBD 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. In Progress TBD TBD 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. In Progress TBD TBD Cody Sigmon
Problem Management The problem management module will support 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. In Progress TBD TBD Dave Belville
Project Management OIT will assess the TeamDynamix module for project management as a potential replacement for Jira. Spring 2022 N/A N/A Amanda Davis

Implemented Modules

Change Enablement The change enablement module improves upon the current 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 will provide 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 will replace Footprints 12 with a new ticketing system with standard workflows and processes and provide the ability to report against service level and operating level agreements. March-June 2021 June - July 2021 Launched July 2021 Kevin Zhang

Core Project Team

Role Name Title
Project Sponsor Jeffrey Wolfe IT Senior Manager, End User Support
Project Manager Heidi Wilhelm IT Project Manager III
Technical Lead Bret Swart Application Administrator
Technical Lead Jon Seastedt Application System Analyst I
Change Management Lead Julie Chiki Campus Engagement Specialist II
Business Analyst Liz Murphy IT Business Analyst II

Steering Committee

Jeffrey Wolfe, OIT Senior Manager, End User Support and Project Sponsor

Anne Green, OIT Senior Manager, Infrastructure

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

Reporting Training: July 20 - 28

Ticketing Training: June 28 - July 9

Change Enablement Training: May 24 - June 3

Project Communication To Date

Date Audience Article Title & Link
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