Service Management Beyond IT

Over the summer of 2015 Acadia Technology Services implemented an IT Service Management (ITSM) product called TeamDynamix.  Launched in August 2015, the Hub Service Portal, as it was branded, was a new way for the university community to access IT services on the web.

With the introduction of “ticketing applications” within the TeamDynamix platform the product was positioned to extend service management beyond IT to other areas of the university community.  This talk will outline the development of ticketing applications for service areas outside Technology Services including: Registrar’s Office for the Fall of 2016, Student Accounts and Business Office for the Spring 2017.

Building on our TeamDynamix presentation at AUCTC 2016 we will discuss the benefits and challenges of bringing other players into the service management sandbox.  We will review the key steps of bringing a new ticketing application online including configuration, administrative and end user training.  In addition, we will outline some of the next steps we will be taking with the Hub Service Portal.

Peter Baxter, Manager of Enterprise Systems, has been engaged in a variety of technology positions across the Acadia campus.  Web and application development evolved to managing an exceptional team who supports the University’s enterprise systems.

Starting at Acadia as a hardware technician, Jerry George moved into the software side of repairs at the Service Desk while progressing into management. He now manages a great team of consultants and students that are Acadia’s front line of support.