University of Illinois and TeamDynamix:
Service Management Platform Implementation
TeamDynamix (TDX) is the University of Illinois' IT Service Management (ITSM) provider for all universities and the System Office. It is not just for IT Units. It is for any Department that wants a ticketing system.
Governance
The Collaborative Board governs the ITSM service.
Each campus' IT unit supports their university's TeamDynamix application.
There are two TDX Committees supporting the overall TeamDynamix application
Contact Information (Derek to provide)
Request forms by portal (by phase)
Customer Portal by University
Project Update
Timeline (get from Mark)
Units that have used CA Service Desk Manager or Request Tracker (RT) for ticketing and/or change management are migrating to the TeamDynamix platform. This transition is being completed in stages to allow for ample focus to be given to each adopting unit.
UIUC
- Complete: Technology Services migrated to TDX for ticketing in February 2021
- Complete: UIUC units using CA Service Desk Manager for ticketing successfully migrated to TDX during FY21
UIC
- Complete: Technology Solutions successfully migrated to TDX for ticketing and change management in February 2021
- Complete: UIC units using RT migrating to TDX. Completion is expected by June 30, 2022
UIS
- Complete: Information Technology Services migrated to TDX for ticketing in February 2021
System Offices
- Complete: AITS successfully migrated to TDX for ticketing in February 2021
- Complete: System Offices units using CA Service Desk Manager for ticketing successfully migrated to TDX during FY21
- Complete: AITS migrating Change Management/CMDB to TDX. Completion is expected by June 30, 2022
Phase 2: Asset Management and API
(Filip following up with Derek)
The TeamDynamix Collaborative Board is made up of members from UIC, UIS, UIUC, and the Systems Office. The Collaborative Board has regular Product and Business Review meetings with our TDX vendor reps to look at their development roadmap and our collection of enhancement requests. The members of the Collaborative Board are:
You can find past Collaborative Board Decisions on the U of I System Knowledge Base.
Collaborative Board Charter
Description of Board and list of members: [Can come from UIC TDAG Charter]
UIC TDAG Charter
The Urbana TDAG is comprised of representatives from campus units that support and prioritize implementation of new units to TDX and new TDX modules to units that are already on the platform. Membership includes:
Chairs
- Jen Anderson, School of Information Sciences
- Allison Payne, IT Partners @ Gies
Members
- Sheena Bishop, Tech Services Security & Privacy
- Ethan Conner, Engineering IT
- Brian Damm, Student Affairs IT
- Jeff Fox, Vet Med IT
- Mike Roberts, F&S IT
- Tre' Roberts, CITL
- (1-2 campus business/non-IT members, TBD)
Ex-Officio Members
- xxxxx, TeamDymanix Product Owner/Service Owner, Technology Services
- Ahsan Alvi, Project Manager, Technology
- Scott Genung, Executive Sponsor, Technology Services
- Janet Jones, Technology Services
- John Cowsert, AITS
- Matthew Magee, AITS
You can find the list of TDAG meeting recaps in the System Knowledge Base
Serve as the contact point for high level TDX communications and training questions. They coordinate and facilitate sharing of training and communications resources throughout the University system. The Members are:
Communications Subcommittee:
- John Billerman
- Derek Briles
- Crystal Ortega
- Allison Payne, Collab Board representative
- Mark Pollard, Communications Chair
- Jeffery Sudduth
- Rob Watson
Past monthly TDX newsletters
Training Subcommittee
- Derek Briles, Training Chair
- Callie Montgomery
- Crystal Ortega
- Ryan Sharpe
- Allison Payne, Collab Board representative
- Mark Pollard
Past monthly TDX newsletters CTC Charter (from Derek Briles)
Phase 3: Asset Management and API
Provide Asset Management applications and associated APIs for TDX at Illinois campus units with guidance and prioritization by TDAG.
The Project Team for Phase 3 - Asset Management and API met with the working group (interested campus units) to discuss next steps after 3-weeks of “kicking the tires”. Several campus units have chosen to proceed with their own production Asset apps. The Project Team is coordinating meetings to discuss with those interested units. The sandbox will stay open for other units who still need testing time. Thanks to the working group’s valuable feedback, Urbana TDAG is working with the Project Team and Global Admins to facilitate a recommendations/best practices document around naming conventions and other common usage guidelines for the Asset apps. The working group has also identified some training and documentation needs for the CTC to facilitate.
Updates
To be populated when there are updates