2018 IT Ticketing System Replacement Legacy System: Web Help Desk (WHD) New System: TeamDynamix (TDx) by Jennifer Stone IT Project Management Office CSUMB●EDU

New Features Shift to describe IT Services in TDx along with Knowledge Base articles. Services are owned by each respective department (Network, IS, TSS, CAT & Compliance) New IT Home page - searches Services List Services List - searchable, describes details of each service Online Forms - are customized for each Service Tickets are submitted to the group responsible for Service (e.g. directly to Telecom group rather than to Help Desk) Tickets may include sub-tasks and workflow CSUMB●EDU

IT Services Organized by most frequently submitted tickets Top 10 Services on IT Home page Searchable (A-Z, Search box) CSUMB●EDU

Important Dates March 19, 2018: TDx Go-Live 2/1 – 3/19/18: Campus Communications (BOF, Dashboard, emails) 2/13 – 2/15/18: IT Technician Training 2/16 – 3/2/18: Acceptance Testing 3/19/18: TeamDynamix Go-Live (1st day of Spring Break) - All new tickets submitted in TDx - IT website updated (content on Service pages) - User Dashboard updated with new link to TDx - All existing tickets completed in Web Help Desk - CMS Student Upgrade Project will continue to completion in Web Help Desk 3/9/18: Training Videos Available Online 3/16/18 & 3/23/18: IT Open Labs (training videos online) March 19, 2018: TDx Go-Live CSUMB●EDU

FAQ’s How do I find the IT Services List? Where do I get help? Common Services are listed on the IT Home page and link directly to the Service request page Search for the Service on the IT Home page Search for the Service on the Services List page (Search, A-Z, or use drilldown) Mark your favorite Services Where do I get help? If the answer to your question isn’t on the Service page or in the Knowledge Base, then call the IT Help Desk (x4357). What if I can’t log in? Some services do not require SSO Authentication (e.g. Account problems) so you can submit a ticket from any browser or smartphone. Can other departments use TeamDynamix? Currently only Departments that are part of IT workflow (IAR) will use TDx. Other Departments (e.g. SIS and ASM) may use the system in the future, if desired. CSUMB●EDU

Questions? CSUMB●EDU