ITxT: IT Experience Transformation

Project Purpose

Texas A&M University is currently engaging with the university community to improve and strengthen the service delivery model through redefined processes, elevated expectations and a single-entry point platform to better serve faculty, staff and students seeking technology-related support.

Powered by TeamDynamix (TDX), these efforts align with the division-wide initiative to transform the customer experience, bringing improved interactions and streamlined service delivery.

To foster service excellence, this project will implement a new IT ticketing tool enabling high quality and consistent customer service across the entire university. Through unified processes, campus members will be able to find answers to questions, request services and get service help for problems. Integrated processes and leading technology will empower a shift from reactive to more proactive support, enhancing help desks to transition IT service desks delivering consistent, transparent, intuitive and dynamic customer experiences, and access to subject matter experts on first contact.

Through TeamDynamix, the campus community will experience increased levels of support and decreased response times to requests for assistance, including classroom technology support, general computing needs and other technology-related services provided.

Implementation

Implementation of the new ticketing solution will utilize a customer-centric approach to ensure that the campus member’s current needs are addressed while remaining adaptable to changing environments.

Subsequent projects will include additional university partners and divisions that have expressed interest in utilizing TeamDynamix as the ticketing system for their business processes.

Project Scope

• Identify TeamDynamix ownership and establish a support team
• Identify top incidents and service requests to implement early
• Outline the service catalog using higher education practices from EDUCAUSE
• Support training from end-users to administrators
• Engage faculty, staff, and students through focus groups, interviews, and surveys for customer-centered approach to system implementation
• Build-out Incident Management and Service Requests
• Outline performance and reporting metrics
• Identify opportunities for subsequent projects with university partners and divisions
• Assess opportunity for Problem Management and Knowledge Base Management

Milestones

• IT Service Management Ticketing System Selection: Complete
• Establish ITxT Project Governance: Complete
• Define core IT services catalog: Complete
• Establish ITSM tool support model and team: Complete
• System baseline and portal configuration: Complete
• Client portal soft launch: Complete
• Technician training: Complete
• Customer resource guide, office hours and scheduled development: Complete
• Ticketing Tool Go Live and Cutover: Complete
• Support Email Migration: Complete
• Service catalog review and expansion: Complete
• Migration from legacy tools begins: Complete
• Go live with Major Incident/Problem Management Process: Complete
• Operational and Advisory committee formation and meetings begin: Complete
• Go live with Change Management Process: Complete
• Actionable feedback from committee and IT community ongoing: Complete
• Migration from ServiceNow completed: Complete
• ServiceNow licensing expires - April 2025
• Archiving historical ticket data - April 2025