The university uses TeamDynamix for the intake of technology-based service tickets, as well as for keeping a knowledge base of self-service articles to assist our customers in finding information without having to call the Technology Help Desk.
Information Technology handles those service tickets but we also rely on the functionality of TeamDynamix to improve our partnership and communication with our campus community. Constant review of what works and what doesn’t only helps to improve our level of service.
For Academic Year 2022-2023, we began a review of many aspects of TeamDynamix, including existing features we have yet to take advantage of. Now as we head into Academic Year 2023- 2024 we are actively working on completing items from our to-do list:
- Service Catalog - The current pathways and categories in our catalog need reviewing, especially with user experience analysis in mind. We think there are improvements to be made around what you are looking for and aren’t finding. (Currently working on)
- Home page - We actually have two paths into TeamDynamix, but each has a different endpoint. Half of our visits come from the IT page directly into the Service Catalog; the other half come from the CSUMB Dashboard and end up on the TeamDynamix home page. With your help in Fall 2022, we improved the layout of that home page to better serve the information you’re looking for. (Completed)
- Underutilized tickets - We have several types of tickets that aren’t getting used. We need to review them to either remove them or elevate them so they are easier for you to find and use. (Currently working on)
- Incidents - One of the unused ticket classifications in TeamDynamix would allow us to better serve our customers in classrooms when issues arise. (Completed)
- Changes - Our current method to track “change control” (e.g., when we make a change to a production system that you depend upon) needs a lot of improvement. We found there’s also an unused ticket classification in TeamDynamix for “change” that could better capture the steps and inform you in a more timely manner. (Tabled for now)