TeamDynamix

Our organization has entered into a contractual relationship with TeamDynamix via ITS  to provide a service management tool to cover our service management needs with their standard SLE.  Specifically, they describe TeamDynamix (TDx) as a web-based platform that provides service management, asset management, and project management capabilities. TeamDynamix can support IT management and support functions and has capabilities that provide general customer support or management of other non-IT functions like facilities and human resources too. The U-M agreement with TeamDynamix provides for unlimited, enterprise licensing and robust multi-tenant capabilities. Under this model, ITS pays for enterprise user licenses and is the global administrator for the service. Additionally, LSA TS have begun to offer the configuration and use of this tool to other units inside the College of LSA. 

We offer 2 levels of access: (ITS recommendation of which option to choose based on complexity of unit need is shown here.)

Roomie (Unit Support Documents)

Units with basic needs to intake, transfer, and work tickets may choose to join the LSA TS shared ticketing application. By joining the shared ticketing application administered by the LSA TS Service Support Team, the unit can quickly start managing tickets in TeamDynamix without significant setup work. These groups are sometimes referred to as "Roomies."

Approximate Implementation time:1-3 weeks of an implementation team of a TS System Administrator and Project Manager.

Support Timeline: Maintain support for 1 month slack  and change to system provide form and basic questions go to our service desk.

Neighbor (Unit Support Documents)

Units with high volume and/or complex ticket management needs are good candidates to administer their own TDx ticketing application. By administering your own ticketing application, you are able to manage access, create forms and workflows, and configure many features and functions. The LSA TS Service Support Team manages global settings including U-M people, places, department data synchronization and will assist as needed other administrative duties. The LSA TS TDx working group handles the onboarding and local configuration of the unit's setup until they go live then it is transferred to local support. These groups are sometimes referred to as "Neighbors."

Approximate Implementation time: 2-3 months of an implementation team of a TS System Administrator, Project Manager and potentially others on the team depending on the scope of the setup. Additionally, one or more individuals from the neighbor with at least 60 hours available for training and configuration. Ongoing effort will depend of the number and complexity of ticketing applications being supported 

Support Timeline: Maintain support for 2 month slack and change to system provide form and basic questions go to our service desk.

LSA TS Support Documentation

The Getting Started Guide for staff is the base point for all technicians. 

The TDx Administration Guide is the starting point for those with TDx Roles.

LSA TS TDx Roles

TDx Team members can open a ticket with ITS who in turn will work with the vendor.