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Information you need

This page is intended to keep you updated as the project team makes decisions about how we’ll use TeamDynamix (TDX) at UNC. Select the link to jump to the related information.

Overall Project Information
Portal Updates
Ticketing
Service Catalog
Knowledge Base
Change Management
ServiceNow Close Out

Overall Project Information

Project Phases

The project team is working in three phases:

  1. TeamDynamix (TDX) go-live buildout
  2. ServiceNow closeout
  3. TDX additional buildout

A high-level project calendar can be found at: UNC Customer Support Tool Project Calendar.

Moving from ServiceNow to TDX

At go live, we will be moving the following functionality, with only minimal process improvement, to TDX:

  • Current ticketing
  • Service Catalog
  • Knowledge Base
  • Change Management
  • Reporting
  • Current chatbot

TDX Clean Slate

We are taking a clean slate approach in TDX and will not automatically move any tickets.

Early TDX Access and Late ServiceNow Access

Agents (current ServiceNow fulfillers) will have 2-3 weeks of access in TDX before go-live to get familiar with the tool.

Fulfillers will have 2-3 weeks of additional access in ServiceNow after TDX goes live to close out or move tickets to TDX. During this time, fulfillers won’t be able to create new tickets in ServiceNow. When TDX goes live, we will turn off the ability to create new tickets and notifications.

Portal Updates

One Portal at Go-Live

For go live, we’ll have one portal, like we do now with ServiceNow. We may add distributed portals at a later date.

TDX help portal example with Search bar in the center, a "Get Help" button below, and Resource links on the bottom third

“Front Door” on the Portal

We are improving the end user experience to avoid having two “front doors” on the portal.

Persistent Portal Links

Portal links will be persistent in TDX. Once you’ve created a link to a Service Request or Knowledge Article, the link will remain the same even if you update the content. The link will also work even if it prompts you to log in first – the concept of “unsolicited links” from ServiceNow does not apply to TDX.

Ticketing

Classifying & Working Tickets

While the distinction between Incidents and Service Requests will still exist in TDX, it is much more flexible and easier to work:

  • Everything is flat – no more REQ > RITM > SCTASK.
  • Tickets can be easily re-classified.

Email-in Tickets

We are bringing back email as an option for ticket intake. At go live, we will only have one email-in address. Those tickets will route to the Service Desk to be triaged. After go-live, we will open up the option to add more email-in addresses to route to specific groups.

Service Catalog

Categories

We are updating the categories in TDX for both the Service Catalog and Knowledge Base to be more user friendly. The updated categories are based on EDUCAUSE best practices, TDX out of box functionality, and UNC institutional knowledge.
Important note:  services and articles can be listed in multiple categories.

Moving Services from ServiceNow to TDX

We have started moving services from the ServiceNow Service Catalog to TDX. The team created a Service Description template and is working with the service owners to build the Service Catalog in TDX.

Knowledge Base

Categories

We are updating the categories in TDX for both the Service Catalog and Knowledge Base to be more user friendly. The updated categories are based on EDUCAUSE best practices, TDX out of box functionality, and UNC institutional knowledge.
Important note:  services and articles can be listed in multiple categories.

Templates for Knowledge Articles

We have developed standard templates for knowledge articles in TDX. The team will use these templates as they move the existing knowledge articles from ServiceNow into the TDX Knowledge Base.

Moving Knowledge Articles from ServiceNow to TDX

We have started moving knowledge articles from ServiceNow to TDX. This process will take several weeks. We are setting the priority for moving articles to TDX based on how often they’ve been used, their relationship with other articles, and their business-critical status. We are working with the article owners for feedback, as needed.

Change Management

Building Change Management functionality

Configuration of the Change Management functionality for submitting system changes has begun in TDX and we are meeting with the stakeholders of Change Management in ServiceNow to ensure requirements are met in TDX.

ServiceNow Close Out

ServiceNow Data Archive

We have started working on a solution for the data archive that will make sense for our campus. Additional details will be added as we work through them.