{"id":17180,"date":"2020-02-27T12:00:00","date_gmt":"2020-02-27T17:00:00","guid":{"rendered":"https:\/\/michigan.it.umich.edu\/news\/?p=17180&preview=true&preview_id=17180"},"modified":"2024-07-08T06:05:05","modified_gmt":"2024-07-08T10:05:05","slug":"its-to-replace-servicenow-with-teamdynamix-as-part-of-service-management-improvements","status":"publish","type":"post","link":"https:\/\/michigan.it.umich.edu\/news\/2020\/02\/27\/its-to-replace-servicenow-with-teamdynamix-as-part-of-service-management-improvements\/","title":{"rendered":"ITS to replace ServiceNow with TeamDynamix as part of service management improvements"},"content":{"rendered":"\n
\""<\/figure>\n\n\n\n

In 2013, ITS adopted ServiceNow as part of a multi-phase initiative to provide consistent and effective IT service management (ITSM). Since then, ITS has been steadily raising its level of service excellence by establishing several ITSM processes and customizing ServiceNow to meet service management needs. But there was still room for growth and improvement. <\/p>\n\n\n\n

User-centric, laser-focused customer service<\/h2>\n\n\n\n

To achieve this, ITS launched a program<\/a> to both expand and optimize its ITSM processes where needed. In parallel, ITS sought to adopt an appropriate tool to replace ServiceNow. This project is part of ITS\u2019s larger Service Excellence initiative<\/a>, which also includes service life cycle development and creation of a cohesive digital experience. <\/p>\n\n\n\n

\u201cITS is committed to providing proactive, laser-focused customer service to campus,\u201d says project sponsor Bob Jones, executive director of Support Services for ITS. \u201cTo do that, we have created a vision of One ITS: a more cohesive, aligned organization that will re-focus on the basics by simplifying and streamlining interactions with our campus customers. Part of that process involves using the right tool for the job, but the most important aspect is the creation of a shared methodology of how ITS serves its customers.\u201d<\/p>\n\n\n\n

After gathering input from key stakeholders and completing a thorough review, the university has signed an enterprise licensing agreement for TeamDynamix<\/a>, a solution that will help ITS deliver an improved customer service experience as well as reduce operational costs. ITS plans to make the switch to TeamDynamix on May 12.<\/p>\n\n\n\n

ServiceNow will be available until the end of 2020, so there will be no immediate impact for units currently using the platform. Over the coming year, ITS will work with these campus partners on a migration plan to TeamDynamix based on each unit\u2019s needs. <\/p>\n\n\n\n

Flexible, appropriate technology<\/h2>\n\n\n

\u201cITS is committed to providing proactive, laser-focused customer service to campus.”
\n\u2014 Bob Jones <\/p><\/blockquote><\/div>\n\n\n\n

\u201cAlthough ServiceNow is a powerful and sophisticated platform, it is overly complex for our needs and difficult to maintain. In addition, the cost of licensing has been increasing,\u201d explains Rhian Copeland, assistant director of ITS Service Support and one of the project leads. According to Copeland, TeamDynamix is developed by a company that specializes in and understands the needs of the higher education market. <\/p>\n\n\n\n

For example, TeamDynamix provides flexible general ticketing and work tracking capabilities at the unit level. Units with simple ticket tracking needs may join the ITS-managed ticketing application. Units that need their own ticketing process or additional capabilities may establish their own self-administered tenant in TeamDynamix for a small setup\/training fee.<\/p>\n\n\n\n

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. TeamDynamix will be made widely available after current ServiceNow users have migrated.<\/p>\n\n\n\n

\u201cThe optimization of our service management processes and the adoption of TeamDynamix is a first step toward achieving our organizational goal to elevate the customer experience and transform IT delivery,\u201d said Jones. \u201cAs we move to this new platform, we look forward to sharing our experience and knowledge with the rest of campus.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"

In 2013, ITS adopted ServiceNow as part of a multi-phase initiative to provide consistent and effective IT service management (ITSM). Since then, ITS has been steadily raising its level of service excellence by establishing several ITSM processes and customizing ServiceNow to meet service management needs. But there was still room for growth and improvement.  User-centric, laser-focused customer service\u2026 Read More »<\/a><\/span><\/p>\n","protected":false},"author":3,"featured_media":17870,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_uag_custom_page_level_css":"","_umich_oidc_access":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_ef_editorial_meta_date_first-draft-date":"","_ef_editorial_meta_paragraph_assignment":"","_ef_editorial_meta_checkbox_needs-photo":"","_ef_editorial_meta_number_word-count":"","footnotes":""},"categories":[7,4],"tags":[352,353,662,127,804],"class_list":["post-17180","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-projects-services","category-features","tag-itsm","tag-service-management","tag-servicenow","tag-software","tag-teamdynamix"],"uagb_featured_image_src":{"full":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2020\/02\/servicenowTDxmigration.png",600,420,false],"thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2020\/02\/servicenowTDxmigration-200x140.png",200,140,true],"medium":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2020\/02\/servicenowTDxmigration-286x200.png",286,200,true],"medium_large":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2020\/02\/servicenowTDxmigration.png",600,420,false],"large":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2020\/02\/servicenowTDxmigration.png",600,420,false],"1536x1536":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2020\/02\/servicenowTDxmigration.png",600,420,false],"2048x2048":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2020\/02\/servicenowTDxmigration.png",600,420,false],"excerpt-thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2020\/02\/servicenowTDxmigration-200x140.png",200,140,true],"themonic-thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2020\/02\/servicenowTDxmigration-60x42.png",60,42,true],"ioslider-thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2020\/02\/servicenowTDxmigration-600x300.png",600,300,true],"post-thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2020\/02\/servicenowTDxmigration.png",600,420,false],"400x250-crop":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2020\/02\/servicenowTDxmigration.png",357,250,false]},"uagb_author_info":{"display_name":"Rita Girardi, ITS Communications","author_link":"https:\/\/michigan.it.umich.edu\/news\/author\/girardi\/"},"uagb_comment_info":0,"uagb_excerpt":"In 2013, ITS adopted ServiceNow as part of a multi-phase initiative to provide consistent and effective IT service management (ITSM). Since then, ITS has been steadily raising its level of service excellence by establishing several ITSM processes and customizing ServiceNow to meet service management needs. But there was still room for growth and improvement.  User-centric,…","_links":{"self":[{"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/posts\/17180","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/comments?post=17180"}],"version-history":[{"count":16,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/posts\/17180\/revisions"}],"predecessor-version":[{"id":17933,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/posts\/17180\/revisions\/17933"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/media\/17870"}],"wp:attachment":[{"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/media?parent=17180"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/categories?post=17180"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/tags?post=17180"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}