A New Service Management Platform is coming in 2025

TeamDynamix (TDX), a comprehensive ticketing system, will replace Cherwell, the University of Missouri’s current service management platform, in early 2025 to better meet the expanding service management needs of the University of Missouri 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

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.
Separate Applications per Campus
TDX enables customized applications for each campus or business unit, offering users autonomy to meet their specific needs.
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.
Robust Service Catalog Features
User friendly service catalog search capabilities and the ability to bookmark services you use routinely.
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)
- Go-live for UMKC IT – Completed
- Go-live for Missouri Online – Completed
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
MU Connect

(2) Remaining applications include:

MU College of Arts and Science - Business
MU College of Veterinary Medicine Facilities

FAQS

Why are we replacing Cherwell?	Ivanti purchased Cherwell in March 2021 and the Cherwell platform end of life has been announced for December 2026. A transition to Ivanti would require the University to undergo a complete re-implementation. Due to ongoing issues with Cherwell’s stability as well as general dissatisfaction with Cherwell, it was decided that the timing was good to initiate a review of Enterprise Service Management (ESM) solutions to find a product that better meets the expanding service management needs of the University of Missouri.
Why did we select TeamDynamix (TDX)?	Higher Education focused Separate applications can be leveraged for each campus and business unit Service Catalog keywords search features Unlimited customer and user licenses Conversational AI / Chat features Project Portfolio Management features Single or multiple approvals steps during a ticket's lifecycle Codeless systems and development
What is the implementation plan for current service catalogs/ticketing systems in Cherwell? **Groups identified in footnotes	**All current Cherwell service catalogs/ticketing systems will have an end user portal and ticketing system built in TeamDynamix by the end of 2025. As the Division of IT Enterprise Service Management Team and Campus Application Administrators begin to build and configure the specific applications, they will be engaging with Service Providers for the ticketing and portal configurations.
What functionality will be included when we go live with TeamDynamix (TDX)?	Service providers will be live with a customer self-service portal to include a service catalog and knowledge articles. Service requests, Incident and Major Incident tickets. Ticketing dashboards to assist technicians and staff fulfill requests. Additionally, some IT units will choose to implement change and/or asset management.
Will Cherwell tickets be migrated to TeamDynamix (TDX)?	No. Migrating tickets between different systems is a complicated task. One of the major difficulties to translating this function is that the two systems’ basic ticket creation process is different. Technicians will be given the opportunity to create TDX tickets for any open Cherwell tickets. Data retention policies require we have reporting available for any historical Cherwell tickets.
Does TeamDynamix (TDX) have email ingestion to ticket creation functionality?	Yes. TeamDynamix (TDX) can monitor mailboxes and either update existing tickets with customer/technician comments or create tickets from each email received.
Who is leading the implementation project?	The Division of IT Enterprise Service Management Team - For questions contact esmteamleads@missouri.edu.
Who has provided input during the implementation process?	Representatives from IT, HR across all four campuses, and MU Health Care participated in the project steering committee and are helping drive this process. Their input and collaboration continues to be essential to this implementation.
If my application is not on Cherwell today, how do I get a ticketing application on TDX?	Contact the Division of IT Enterprise Service Management Team by emailing esmteamleads@missouri.edu. Departments that express interest in utilizing TeamDynamix as a ticketing application will be prioritized in future projects.
If my services are currently on the Cherwell site, when will the project team reach out to me to discuss ticketing and portal configuration decisions?	A member of the Division of IT Enterprise Service Management Team will contact listed Service Providers to review the approved standards and discuss ticketing and portal configuration decisions ahead of the scheduled build schedule for each service.

**Users who will have access to Team Dynamix

Departments Transitioning to TeamDynamix

DoIT • UMSL IT • Missouri S&T IT • UMKC IT • MU Health Care Human Resources • MU Student Information Systems (SIS) • MU Office of the University Registrar • MU College of Arts and Science - Business • MU College of Veterinary Medicine Facilities • MU Docs • UM System Human Resources • Health Care System Information Security • Missouri Online Academic Activities • Missouri Online Recruitment & Student Support • MU Connect

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:

Mizzou/UM System: esmteamleads@missouri.edu
UMKC: Jeremy Ferguson fergusonjer@umkc.edu
S&T: Brooke Durbin bdurbin@mst.edu
UMSL: Laura Patterson laurap@umsl.edu

Reviewed 2024-11-22