TeamDynamix (TDX), a comprehensive ticketing system, will replace Cherwell, the Å·ÃÀ¿Ú±¬ÊÓƵ of Missouri’s current service management platform, in early 2025 to better meet the expanding service management needs of the Å·ÃÀ¿Ú±¬ÊÓƵ of Missouri Å·ÃÀ¿Ú±¬ÊÓƵ. Divisions and departments who currently use Cherwell as a ticketing portal, incident and/or request management solution are projected to migrate to TeamDynamix by the end of 2025.
TeamDynamix Selection Process (Background)
In Spring 2023, the Division of IT Enterprise Service Management team collaborated with a steering committee representing campuses in the UM Å·ÃÀ¿Ú±¬ÊÓƵ and MU Health Care to assess alternative ticketing solutions. The goal was to replace Cherwell, the current service management platform, with a system that would meet both current and future needs. After thorough research and feedback, the committee chose TeamDynamix as the new, comprehensive ticketing system.
Benefits of TeamDynamix
- Higher Education Focus
TDX is focused on Higher Education. A significant number of SEC and other peer institutions, including those with multiple campuses, have moved to TDX in recent years. - Separate Applications per Campus
TDX enables customized applications for each campus or business unit, offering users autonomy to meet their specific needs. - Codeless Development
One of the key advantages to working in a codeless environment is that our campus and/or business units get to spend time working on the initiatives that matter to them. TDX allows our teams to seamlessly deliver upgrades and reduce wait times for changes requested by users. - Robust Service Catalog Features
User friendly service catalog search capabilities and the ability to bookmark services you use routinely. - Unlimited Licensing
TDX uses an unlimited licensing model.
Implementation:
Implementation of the new end user portal and ticketing applications includes those services currently provided by the Cherwell product, utilizing a strategy for decentralized administration and a governance process for requesting, prioritizing, and completing changes for a customer-friendly experience.
Project Milestones:
- Select TeamDynamix and contract for services – Completed
- Define Tier 1 category standard for all IT service catalogs – Completed
- Identify application administrators – Completed
- Complete application administrator training with TeamDynamix – Completed
- Build and configure end user portals and ticketing applications for Phase 1 applications (1) – Winter 2024 (NOTE that some portals and applications within Phase 1 have earlier targeted go lives, based on different unit needs and application teams responsible for building)
- Complete training with end users for Phase 1 applications (1) – January/February 2025
- Go-live with TeamDynamix for Phase 1 applications (1) – February 2025
- Go-live with end user portals and ticketing for remaining applications (2) - Fall 2025
(1) Phase 1 applications include
- DoIT
- UMSL IT
- Missouri S&T IT
- UMKC IT
- MU Health Care Human Resources
- MU Student Information Å·ÃÀ¿Ú±¬ÊÓƵs (SIS) - will be incorporated into DoIT
- MU Office of the Å·ÃÀ¿Ú±¬ÊÓƵ Registrar
- MU Docs
- UM Å·ÃÀ¿Ú±¬ÊÓƵ Human Resources
- Health Care Å·ÃÀ¿Ú±¬ÊÓƵ Information Security
- Missouri Online Academic Activities
- Missouri Online Recruitment & Student Support
- MU Connect
(2) Remaining applications include:
- MU College of Arts and Science - Business
- MU Cashiers Office
- MU College of Veterinary Medicine Facilities
- UM Å·ÃÀ¿Ú±¬ÊÓƵ Finance
- UM Marketplace
- Electron Microscopy Core (EMC)
FAQS
Why are we replacing Cherwell? |
|
---|---|
Why did we select TeamDynamix (TDX)? |
|
What is the implementation plan for current service catalogs/ticketing systems in Cherwell? **Groups identified in footnotes |
**All current Cherwell service catalogs/ticketing systems will have an end user portal and ticketing system built in TeamDynamix by the end of 2025. As the Division of IT Enterprise Service Management Team and Campus Application Administrators begin to build and configure the specific applications, they will be engaging with Service Providers for the ticketing and portal configurations. |
What functionality will be included when we go live with TeamDynamix (TDX)? |
|
Will Cherwell tickets be migrated to TeamDynamix (TDX)? |
|
Does TeamDynamix (TDX) have email ingestion to ticket creation functionality? |
|
Who is leading the implementation project? |
|
Who has provided input during the implementation process? |
|
If my application is not on Cherwell today, how do I get a ticketing application on TDX? |
Contact the Division of IT Enterprise Service Management Team by emailing esmteamleads@missouri.edu. Departments that express interest in utilizing TeamDynamix as a ticketing application will be prioritized in future projects. |
If my services are currently on the Cherwell site, when will the project team reach out to me to discuss ticketing and portal configuration decisions? |
A member of the Division of IT Enterprise Service Management Team will contact listed Service Providers to review the approved standards and discuss ticketing and portal configuration decisions ahead of the scheduled build schedule for each service. |
**Users who will have access to Team Dynamix
Departments Transitioning to TeamDynamix
•DoIT •UMSL IT •Missouri S&T IT •UMKC IT •MU Health Care Human Resources •MU Student Information Å·ÃÀ¿Ú±¬ÊÓƵs (SIS) •MU Office of the Å·ÃÀ¿Ú±¬ÊÓƵ Registrar •MU College of Arts and Science - Business •MU Cashiers Office •MU College of Veterinary Medicine Facilities •MU Docs •UM Å·ÃÀ¿Ú±¬ÊÓƵ Human Resources •UM Å·ÃÀ¿Ú±¬ÊÓƵ Finance •UM Marketplace •Health Care Å·ÃÀ¿Ú±¬ÊÓƵ Information Security •Missouri Online Academic Activities •Missouri Online Recruitment & Student Support • Electron Microscopy Core (EMC) •MU Connect
Interested in Using TeamDynamix?
The team is already planning out future onboarding of departments into TeamDynamix, after we’ve successfully implemented groups listed above. If you are interested in using this platform, please contact the following application administrator teams for your university:
- Mizzou/UM Å·ÃÀ¿Ú±¬ÊÓƵ: esmteamleads@missouri.edu
- UMKC: Jeremy Ferguson fergusonjer@umkc.edu
- S&T: Brooke Durbin bdurbin@mst.edu
- UMSL: Laura Patterson laurap@umsl.edu
Reviewed 2024-07-17