UM System

A New Service Management Platform is coming in 2024

TeamDynamix, a comprehensive ticketing system, will replace Cherwell, the University of Missouri’s current service management platform, in late 2024 in order 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 2024.

*More details relating to the implementation of TDX  will be shared early Spring 2024.

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.

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 in order to find a product that better meets the expanding service management needs of the University of Missouri.

Why did we select TeamDynamics (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 functionality will be included when we go live with TeamDynamics (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 TeamDynamics (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 TeamDynamics (TDX) have email ingestion to ticket creation functionality?
  • Yes. TeamDynamics (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.

Reviewed 2023-11-20