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TeamDynamix (TDX), a comprehensive ticketing system, will replace Cherwell, the 91Ï㽶¶ÌÊÓƵ’s current service management platform, in early 2025 to better meet the expanding service management needs of the 91Ï㽶¶ÌÊÓƵ System. Divisions and departments who currently use Cherwell as a ticketing portal, incident and/or request management solution are projected to migrate to TeamDynamix by the end of 2025.

TeamDynamix Selection Process (Background)

In Spring 2023, the Division of IT Enterprise Service Management team collaborated with a steering committee representing campuses in the UM System and MU Health Care to assess alternative ticketing solutions. The goal was to replace Cherwell, the current service management platform, with a system that would meet both current and future needs. After thorough research and feedback, the committee chose TeamDynamix as the new, comprehensive ticketing system.

Benefits of TeamDynamix

1. Higher Education Focus
   TDX is focused on Higher Education. A significant number of SEC and other peer institutions, including those with multiple campuses, have moved to TDX in recent years.
2. Separate Applications per Campus
   TDX enables customized applications for each campus or business unit, offering users autonomy to meet their specific needs.
3. Codeless Development
   One of the key advantages to working in a codeless environment is that our campus and/or business units get to spend time working on the initiatives that matter to them. TDX allows our teams to seamlessly deliver upgrades and reduce wait times for changes requested by users.
4. Robust Service Catalog Features
   User friendly service catalog search capabilities and the ability to bookmark services you use routinely.
5. Unlimited Licensing
   TDX uses an unlimited licensing model.

Implementation:

Implementation of the new end user portal and ticketing applications includes those services currently provided by the Cherwell product, utilizing a strategy for decentralized administration and a governance process for requesting, prioritizing, and completing changes for a customer-friendly experience.

Project Milestones:

• Select TeamDynamix and contract for services – Completed
• Define Tier 1 category standard for all IT service catalogs – Completed
• Identify application administrators – Completed
• Complete application administrator training with TeamDynamix – Completed
• Build and configure end user portals and ticketing applications for Phase 1 applications (1) – Winter 2024 (NOTE that some portals and applications within Phase 1 have earlier targeted go lives, based on different unit needs and application teams responsible for building)
• Complete training with end users for Phase 1 applications (1) – January/February 2025
• Go-live with TeamDynamix for Phase 1 applications (1) – February 2025
• Go-live with end user portals and ticketing for remaining applications (2) - Fall 2025

 (1) Phase 1 applications include

• DoIT
• UMSL IT
• Missouri S&T IT
• UMKC IT
• MU Health Care Human Resources
• MU Student Information Systems (SIS) - will be incorporated into DoIT
• MU Office of the University Registrar 
• MU Docs 
• UM System Human Resources 
• Health Care System Information Security 
• Missouri Online Academic Activities
• Missouri Online Recruitment & Student Support
• MU Connect

 (2) Remaining applications include:

• MU College of Arts and Science - Business
• MU College of Veterinary Medicine Facilities  
• UM System Finance 

FAQS

**Users who will have access to Team Dynamix

Departments Transitioning to TeamDynamix

Interested in Using TeamDynamix?

The team is already planning out future onboarding of departments into TeamDynamix, after we’ve successfully implemented groups listed above. If you are interested in using this platform, please contact the following application administrator teams for your university: