CIT to Transition from Remedy to TeamDynamix
CIT has made the decision, with input from both our IT and non-IT users, to transition from its current IT service management tool, Remedy, to a new product, TeamDynamix. In the years since Remedy was selected and implemented, more modern tools such as TeamDynamix have been developed that better meet the university's needs.
The move to TeamDynamix will support all Remedy users, and comes at the same time as CIT embarks on an effort to revisit IT service management. TeamDynamix will be our IT service management and ticketing tool. In an effort to better represent the needs of the Cornell IT community overall, we expect TeamDynamix to:
- Provide a simple, streamlined user interface for all users, including end-users and technicians.
- Provide a better self-service experience via web portals and web forms for Cornell and non-Cornell users.
- Allow support organizations to easily assign and update ticket classifications.
- Use ticket data to provide KPIs and other metrics in a dashboard setting.
- Create automated multi-step ticket workflows.
- Improve the mobile experience for users through responsive application design.
This decision was taken with careful consideration and the evaluation included CIT-focused requirements gathering and demo sessions for IT stakeholders, as well as requirements gathering and demo sessions for other campus stakeholders.
TeamDynamix is built in a way that will help us meet our goal of moving toward a self-service, portal-based support model, and develop consistency in the use of an IT service management system.
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