TeamDynamix, a cloud-based service management tool, features a comprehensive list of technology services offered at Elon, a database of how-to articles, and a new process for requesting services and support.
The Office of Information Technology (IT) has launched a new cloud-based service management tool that features a comprehensive list of technology services and a database of how-to articles, as well as a new process for requesting services and support.
TeamDynamix, which will replace Cherwell, is a robust tool that allows Information Technology to streamline processes and enhance customer service, according to Service Design Manager Ryan Gay.
“This system will allow all of Information Technology to support students, faculty, and staff with their technology needs in a more streamlined fashion. Further, TeamDynamix utilizes a “News Feed” system when commenting on requests that folks are familiar with from social media platforms. This will increase IT staff’s ability to communicate with those who have submitted tickets for assistance. Additionally, an enhanced workflow system will allow IT to automate more processes, which in some instances will reduce time to resolution,” he said.
Designed with Elon’s signature look and feel, the new IT Service Catalog offered through TeamDynamix boasts a streamlined interface and prominent search functionality. Each catalog listing offers details about who the service is available to, benefits and key features, associated costs, related policies, and more.
In addition, students, faculty, and staff can complete a form to submit a request or report issues with a service, alleviating the need for submissions via the email@example.com email address. By logging in with their Elon email credentials, they can also track the progress of service requests, communicate with IT staff or, if necessary, cancel a request.
When assistance isn’t needed, students, faculty, and staff can search for an array of how-to guidance in the Knowledge Base, which replaced the Elon Technology Wiki.
“The Technology Wiki was greatly used by folks around campus. However, the system itself was old and was difficult to navigate and didn’t leverage current interface features commonly used in Knowledge Bases. By integrating our Knowledge Base with our Service Catalog, students, faculty, and staff will have a one-stop interface to receive technology assistance. Related Articles featured on Service pages point them directly to commonly associated documentation, helping to cement the connection between “how-to” and support. Folks can even Favorite an article that they use frequently for easy access later on,” he said.
To learn more, explore Elon’s new IT Service Catalog and Knowledge Base.