A team of your peers has been off and running with the first project of the Service Excellence program. This project will implement Incident Management, Request Fulfillment, and a redesigned Service Catalog, as well as stand up our new ITSM, Portfolio, and Project Management tool, TeamDynamix.
We started in mid-April, and will conclude in mid-July to ensure that we are comfortable and confident with the new processes and tools before the students and faculty return for the fall semester.
This is not your standard tool roll-out because we are working hard to ensure that the processes we put in place (and the tools that support those processes) achieve our new era of Service Excellence. Here are some highlights of what we are doing differently:
-
We have a large, cross-functional team representing the whole organization
-
The main focus in on the processes, not the tools
-
We are producing a Service Design Package (e.g. the Incident Management package) to be reviewed and agreed to by our leadership
-
We are doing iterative development, demoing and course-correcting after each iteration
-
We are keeping tool customization to an absolute minimum
A breadth of communications are planned, but this blog and project Google site will have the most detail.
Please contact your local team member, post a reply below, or stop by Boyd 102 with any questions or suggestions.
Stay tuned for an invitation to our first tool demo, scheduled for next Wednesday the 14th.