Overview
What is TeamDynamix (IT Service Site)?
TeamDynamix is a comprehensive web-based system designed for colleges and universities to manage requests for services, report and resolve problems, manage technology assets, and provide knowledge base articles in an integrated manner. We are excited about TeamDynamix because it will allow Information Technology staff to better manage requests that you submit while also providing real-time access to the status of requests.
Why is Information Technology using TDX?
- Managing Work
- Intake of requests
- Responsibilities/assignments, prioritization
- Status updates
- Request Tracking
- Tasks
- Progress, status
- Incident tracking
- Asset Management
- Knowledge Base
Why is using TeamDynamix better?
The new site promotes improved consistency and completeness of our response to you. When you use the system, you’ll see that each service request has a form to be completed. These forms hold all the information needed for us to complete a request. Once you have located the service that you need, you’ll sign in, answer a few questions, and the request will go straight to the person or group that will do the work.
Why does Information Technology ask me to submit a ticket?
If you submit your request through a specific service in the IT Service Site, your request is routed directly to the team responsible for fulfilling your request. Requests through this service portal often include specific information required to complete your request, allowing us to capture the information up front to fulfill your request more quickly with higher quality solutions. In the event the person you usually contact is absent or unavailable, another IT employee can still fulfill your request.
Creating tickets is important because:
- Tickets are tracked and are much less likely to be lost or forgotten like an email or conversation.
- Tickets can be prioritized and allow us to manage competing priorities more easily.
- Tickets have a built-in survey functionality for a certain percentage of requests to allow us to easily collect, organize, and report on your feedback to make improvements.
- We ask you a few questions on a form and get your request in the right hands for quicker results!
Contacting an individual directly rather than submitting a ticket can mean that your request:
- isn't fulfilled if the individual is away on vacation or an unplanned absence.
- is lost or forgotten if it's sent as an email. Depending on the time of year the volume of email can mean your request can be misplaced in a time of high email volume.
- isn't prioritized correctly as an email or phone conversation is more difficult to prioritize versus the built-in prioritization methods in our ticketing system.