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.
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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|
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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), will be retired and units will transition to TDX.
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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.
UIC’s College of Pharmacy and School of Public Health followed later in 2021, and the TeamDynamix platform is currently being rolled out to other University units and colleges that are currently using the RT ticketing system, with a target completion date of December 2023.
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What is the UIC Help Center?
The UIC Help Center is part of a new service management solution, powered by TeamDynamix, that 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)
- Get Support
What is changing for me?
- Where to Get Help
As units join the TeamDynamix platform, the services they offer will be listed in the UIC Help Center at help.uic.edu. In some cases, this will lead to new methods for requesting services or support.
- Request Tracker (RT) is Retiring
The legacy ticketing system, Request Tracker (RT), will be retired. The current target is for units using RT to be transitioned to TDX by the end of 2022.
- Where to Get Help
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: email@example.com
The TeamDynamix Advisory Group (TDAG) is currently working to prioritize units currently using the legacy RT system for transition to the TDX platform.
To help prepare your unit to implement, you should review the question What must I do to prepare for the transition to TeamDynamix?