ServiceNow Fulfillers,
This is your regularly scheduled Customer Support Tool project update, albeit about a week late — my apologies!
We are fully in project mode and working on the foundations in TeamDynamix (TDX). Through our planning, the work is falling into three distinct phases for this project:
- Items included for TDX go-live (currently slated for 7/10)
- Items included between TDX go-live and ServiceNow decommissioning (9/6)
- Items included after ServiceNow decommissioning
Exactly which items fall into each phase is still TBD, but we hope to work through those decisions soon.
Beyond our broad phases, the most helpful information for me to share right now are answers to some common questions we’ve been getting:
What will be included for go-live in TDX?
Our priority for go-live is the current functionality in ServiceNow. We transitioned ServiceNow to break/fix mode in January, formalizing that functionality list. We will do only minimal process improvement (subtractive, not additive) to move current ticketing, service catalog, knowledge base, chat/chatbot, etc. functionality to TDX.
Change Management wasn’t included in the RFP requirements. What is the plan for Change Management?
Change management is included in the TDX functionality and will be part of our go-live functionality.
Will we have access to a ServiceNow ticket archive?
Yes. We’re still determining exactly what that looks like, but archiving ServiceNow data is in scope for this project.
Will we be able to accept tickets via email in TDX?
Yes, we are bringing email back as an option for ticket intake. The number of email-in addresses we have at go-live will be limited, but our plan is to open it up more broadly post-go-live.
When will we receive training for TDX?
Our goal is to have a high-level training plan by mid-April. Coincidently, that’s when the next episode of these updates will be — look for more then!
That’s it for now. As always, this note and up-to-date project information will live on the Customer Support Tool project website.
Best,
Calvin Groves, Director of Customer Support & Outreach