The TeamDynamix product behind the UIC Help Center is being implemented by many units across the University of Illinois System. The goals of the system-level implementation are:
- To improve the customer experience. Customers are often inconvenienced by having to navigate the university organizational structure to locate the help needed.
- To create a seamless ticketing system with a modern, mobile-friendly interface that supports all customers regardless of unit affiliation.
- To replace ticketing systems and project portfolio systems that have reached their limits of effectiveness and adoption.
- To enhance support operations and enable support staff to work cross-functionally and collaboratively with other IT support staff and units.
- To enable leadership to more easily and accurately understand the effort and impact of IT at our universities.
At UIC specifically, an additional goal is to expand the UIC Help Center beyond just IT services, enabling a true one-stop portal to various services and resources across the university. Over the coming months, Technology Solutions will be working with other units that are currently using the Request Tracker (RT) system, to assist with transition to the UIC Help Center. After that time, additional units will be able to transition as well.