Project State: 
Active
Status: 
Completed
Project Manager: 
Lucas Friedrichsen
Organization: 
Client Services
Reported: 
Monday, January 8, 2018
Description: 

Deploy software supporting ITIL methodologies and use it to improve business processes and provide IT service to our customers.

Desired results include:
- Clarifying who to contact for support and service requests
- Handling complex service requests without requiring customers to place separate requests to multiple teams
- Reduce unnecessary support interruptions to developers
- Deploy a common, integrated toolset to handle ticketed work throughout IT

Status Summary: 

Starting the process for on-boarding CORE / Institutional Analytics and Reporting.

Asset management for Service Desk is close to rollout. Service Desk staff have access and are associating assets to tickets. Expanding the information to pull in Campus Labs assets.

Change Management - 1st draft of "Standard change" form with attributes is done.

HelpDocs transition to TDx Knowledgebase is moving, slowly.

Continued refinements for groups - intake forms, attributes, e-mail formatting.

Recently Completed: 
  • Asset syncing between Windows PC management software (SCCM) and TDx.
    • Cyder searching added.
  • 1st draft of Change form and fields for "Standard changes"
  • Service Catalog - High level service catalog entries have been added to TeamDynamix.
What's Next: 
  • Close the TeamDynamix Deployment project.