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Summary
This article provides the timeline and implementation components departments need to consider and plan for when requesting implementation of TeamDynamix.
The ESM (TeamDynamix) is NOT APPROVED for collection or storage of sensitive data classified as: passwords, Family Educational Rights and Privacy Act (FERPA), Payment Card Industry (PCI), Personally Identifiable Information (PII), Protected Health Information (PHI), etc.
Implementation Timeline
- 4-8 Weeks
- No implementations can go-live in August, January or December.
Implementation Components
These are key components of an implementation departments should consider.
| Component |
Details / Guidance |
|
Implementation Owner
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Who is coordinating your implementation into TeamDynamix?
- Primary contact for coordinating the department’s implementation.
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Clients or Customers
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Who are your clients/customer?
Students, Perspective Students, Alumni, Faculty/Staff, Public, etc.
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Service Pages (Client Portal)
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- Your service page is the page in the client portal where clients/customers access your ticketing form.
- We need information describing the services and support provided.
- Service Page Example
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| Ticketing Form (Client Portal) |
What information do you need to collect from clients who will be submitting tickets?
|
| Technicians/Agents |
Who are the ticketing technicians/agents?
- Technician is the term used to describe those who will respond to requests (tickets).
- There should be a primary and a backup.
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Service Level Agreements (SLAs)
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What do you want your SLAs to be?
- An SLA is a timer that ensures requests (tickets) are responded to.
- This timer ONLY counts down during business hours.
- Reminders are sent based on thresholds you choose.
- For example, if an SLA is 4 hours with a 50% threshold, technicians are reminded to respond after 2 hours IF no one has responded within the ticketing system.
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User Acceptance Testing & Training
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- After development, we provide a 30-minute review session to discuss changes.
- We then provide and record 45/60-minute training.
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My Tickets & Requests
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- Internal requestors can view tickets submitted to any department via the My Tickets & Requests page.
- Here they can send or view updates on the status of their request/ticket.
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