In August 2022, we shared the results of your discovery sessions with our TeamDynamix (TDX) consultants and requested your feedback. We are excited to share our updated ticketing implementation strategy based on your feedback.
Detailed Information
- TDX ticketing implementation will follow a “Phased Approach” to optimize resource demands and allow us to build expertise.
- “IT Project intake” and “Maine School and Library Network” support
- Select IT Tier 3-facing requests
- General IT Service Desk ticketing
- Other UMS areas, such as HR.
- In order to build on collaboration with stakeholders and UMS:IT staff, the project will form an Advisory Council and conduct monthly Informational Meetings.
More Details
Feedback Received
Some of the feedback we received that helped us revise our strategy includes:
● Implementation of previous TDX modules (Knowledge, Asset, Service Catalog) has taken too long and consumed too many IT resources.
● The value of transitioning to TeamDynamix for ITService Management is not clear to IT staff.
● A better understanding of IT Service Management and ITIL™ concepts is desired by IT staff.
Phased Approach to Ticket Implementation
Based on that feedback (and more), we have developed an alternative, phased approach to implementing ticketing in TeamDynamix that should be more efficient, add value, and improve understanding of ITSM concepts across UMS:IT
- Initially implement ticketing with a limited scope to learn how the system works and prepare our TDX support team to deploy ticketing more broadly in an efficient manner. Initial applications would include:
- IT Project Intake application
- Maine Schools and Libraries Network ticketing application (replaces HEAT)
- Implement the ticketing system for the remainder of UMS:IT in a phased approach:
- Start using TDX ticketing for Service Requests and workflows that are not well served in JSD. (The primary focus of this would be Requests that are fulfilled by T3 teams). Conversations with T3 teams have already identified areas of opportunity.
- Onboard T1 & T2 teams for general Incident and Request type tickets
- Continue to add service requests and custom workflows for specific services
- Develop processes and procedures for Problem and Change Management
- Implement the ticketing system for other interested UMS areas.
Connections to Ongoing Efforts
Within ITSM and TeamDynamix, ticketing integrates with other areas that we have previously implemented including Knowledge Management, Service Catalog, and Asset Management. Expansion of use of all of these will be critical to our success and we will continue to work with teams to develop processes around these efforts.
Project Governance and Engagement
In order to continue and build on collaboration, to inform the project and stakeholders, including UMS:IT staff, we will form an Advisory Council and conduct monthly Informational Meetings.
Advisory Council
Questions about processes, configurations, etc, as well as implementation findings and decisions, will be presented to this group for feedback.
Membership of the advisory council is being developed with guidance from IT leadership. More information will be shared in upcoming weeks.
Monthly Informational Meetings
Starting this month, immediately following each monthly CIO forum, the project team will share project status updates, explore features of TeamDynamix, highlight ITSM-related topics, and gather your questions and feedback. Please join us!
If you have questions, please email us at itsmppm-feedback@maine.edu.
A team representing several IT teams worked with TeamDynamix to build core data integrations. More information is available in these articles: