Transition to TeamDynamix

The University will transition to TeamDynamix (TDX) as its enterprise IT Service and Asset Management tool by May 2020.

Timeline 

alt="Read the text version of this timeline under the "what is the timeline" subheading."

 

Take a Sneak-Peek at TeamDynamix

About the Transition

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Why are we changing?

The University’s current enterprise ITSM/ITAM tool, ServiceNow, was originally implemented in 2011. Since that time there have been many changes in the marketplace for tools of this type. IT at the University has also undergone major change and evolution.

Now, the University is embarking on an improvement initiative to modernize and mature its ITSM/ITAM practices. The overarching goal is to ensure IT at the University is aligned to current best practices and fully prepared to adopt industry innovations in the next 3-5 years.

After a rigorous RFP process, TeamDynamix was determined to be the best tool to meet the University’s ITSM/ITAM business needs and support the improvement initiative to further mature common IT processes and solutions. Additional benefits of TeamDynamix included their higher-education focus and modern user experience.

How was the decision made?

The process began in June 2018 with input sessions with a variety of stakeholder groups. The RFP committee was formed in December 2018 and consisted of 22 members from across the University, representing both academic and administrative units. Committee work included:

  • scoring written responses to RFP requirements
  • scoring vendor demos
  • evaluating usability and accessibility testing
  • conducting reference checks
  • completing technical proof-of-concept work

Transition timeline details

  • October 2019 through April 2020: Configure UMN TDX environment
  • October 15 - December 13: TDX Foundations & Core Integrations
  • December 2 - February 14: Incident, Major Incident, Service Request, & Problem Management
  • February 17 - April 6: Change & Asset Management
  • March 2 - April 17: Reporting
  • April 27 – May 1 User Testing
  • May 5 – 15: Training
  • May 18: TDX Goes Live
  • May 18 – June 7:  ServiceNow and TDX run concurrently
  • Starting June 8: No access to ServiceNow
  • Starting June 8: Request form for ServiceNow historical data becomes available 
  • June 19: Contract with ServiceNow ends 

Transition Details for ServiceNow Users

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What will be transitioned from ServiceNow?

  • OIT will transition core items such as users, groups, knowledgebase articles, commonly-used reports and dashboards, and asset data.
  • OIT will partner with units who have request forms and inbound email rules in ServiceNow to determine solutions to best meet the business need.
  • Historical data will not be transitioned from ServiceNow to TeamDynamix; examples include, resolved incident, problem, request, or change records.
  • Individuals will be responsible for recreating non-standard reports and dashboards.

Expected ServiceNow service levels during the transition

  • September 2019 through February 2020: Standard operational work will continue. Any requests for major changes or enhancements will require additional consideration and approvals.
  • February through March 2020: Only business-critical changes or enhancements will be considered.
  • April through June 2020: No additional changes or enhancements will be considered.
  • May 18 – June 7:  ServiceNow and TDX run concurrently
  • May 18: Access to ServiceNow available only for closing out existing tickets.
  • Starting June 8: No access to ServiceNow
  • Starting June 8: Request form for ServiceNow historical data becomes available 
  • June 19: Contract with ServiceNow ends 

Prepare for the Transition

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Capture data from historical tickets

As you are working in ServiceNow and you find information in a ticket that you access frequently, consider capturing this information. You can either

Identify reports you will need to create

Review the list of 44 standard reports that will be provided at go-live in TeamDynamix and compare that to what you currently use in ServiceNow. If you have unique reports not reflected in the list, you’ll want to document those so you can recreate them in TeamDynamix.

Verify access to accounts/forms creating tickets via email

Verify that you have access to the accounts and/or forms your group uses to create tickets in ServiceNow through inbound email rules. For several groups, these accounts and forms have been in place for many years. Confirming your access now will ensure you are ready for the transition.

Frequently Asked Questions

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Will ticket history from ServiceNow be migrated to TDX?

Existing tickets in ServiceNow (contact, incident, problem, change, request) will not be migrated. If you find information in a ticket that you access frequently, consider capturing this information by:

Historical Data Requests

Based on conversations with ServiceNow teams and assignment group managers, OIT is committed to downloading and storing ServiceNow data for the past five years (May 1, 2015 - June 7, 2020) in an Oracle database. Users will be able to request their ServiceNow data via a request form in TDX beginning June 8. Requests for data going back further than five years were due by April 17, 2020. 

Will there be training?

Various learning opportunities, including self-help and working labs, will be available for people to prepare for working in TDX. More information about specific training opportunities will be published here and promoted via email.

I’m not using ServiceNow today, can I start using TDX when it’s available?

As soon as all existing units are fully transitioned, requests for onboarding new units to TDX will be reviewed.