TeamDynamix
Centralizing Support, Service Management & Project Management
In Fall 2020, the University of Illinois System (UIC, UIS, UIUC, and System Offices) implemented a new IT Service Management and Project Portfolio Management (PPM) solution, TeamDynamix. Service Management concepts take a holistic approach towards managing the delivery and function of services, and service management platforms help support those concepts.
Quote
The TeamDynamix platform is a major step forward in how the UIC Community engages with not just IT support, but any service unit across the university. TeamDynamix simplifies and centralizes service management, enhancing the client experience and helping support teams work seamlessly across units.
| Director of Client Experience
TeamDynamix at UIC
At UIC, TeamDynamix (TDX) powers the UIC Help Center, a modern, mobile-friendly service management tool that provides the community with a one-stop-shop to get support, request services, find answers and so much more!
As part of the UIC efforts to modernize and upgrade technology, the legacy ticketing system, RequestTracker (RT), was retired in 2023 and units were successfully transitioned to TDX.
Timeline
In February 2021, the UIC Help Center consolidated the Technology Solutions catalog of services, service request and problem reporting forms, and all of our self-help documentation (knowledge base) to TeamDynamix.
As of August 2023, all other University units and colleges that had used the RT ticketing system have transitioned to TeamDynamix.
Frequently Asked Questions
What is the UIC Help Center?
The UIC Help Center is a service management solution that is powered by TeamDynamix. The Help Center provides a centralized location for community members to get support, find answers, and submit and manage service requests.
- Get Support
UIC Help Center provides a centralized location to request services, get support and submit tickets. No more going to different websites or trying to remember what email address to send to for help! This replaced accc.uic.edu/services. - Find Answers
Knowledge Base articles, online guides with answers to frequently asked questions, how-to guides, and troubleshooting tips, will be available in the UIC Help Center and directly linked with service listings. This replaced answers.uic.edu. - Manage Requests
This new system is mobile-friendly and easy to use enabling you to monitor, manage and access your service requests. This replaces accc.helpdesk.uic.edu, also known as RT (Request Tracker)
What is the TX Advisory Group?
The TeamDynamix Advisory Group (TDAG) has been formed, which works with UIC’s central IT department, Technology Solutions, to address matters pertaining to the use and expansion of TeamDynamix. For questions regarding TDX, contact: tdx-advisory@uic.edu
To help prepare your unit to implement, you should review the question What must I do to prepare for the transition to TeamDynamix?
How can our unit be included in the UIC Help Center Service catalog?
Units that want to leverage TeamDynamix to manage services can visit the TeamDynamix Service page to learn more and submit a request.