Systems Supported
TeamDynamix by TeamDynamix
Enterprise Service Management (ESM) offers a web-based system to support various university functions and practices. ESM provides a platform that provides service management, knowledge management, asset management, and project management capabilities which enables an organization to have the right people, tools, and processes in place to improve their performance, service, outcomes, and provide excellent customer service.
What is Service Management?
Service management is how teams manage end-to-end delivery of services and support to customers.
Benefits
For Your Department
Form-Based Ticketing
Customizable ticketing form(s) to capture relevant information for service requests submitted by customers.
Ticketing Reports
Customizable reports that can be used to measure and monitor the effectiveness of service delivery.
Ticket Routing
Based on information captured in the ticketing form, requests can be routed to specific groups/queues.
Agent Desktops
Desktops modules that allow agents to view, update and respond to service requests from a single interface.
Service Level Agreements (SLAs)
Service level agreements allow departments to set deadlines for responding to or resolving customer requests.
Automation
Setup workflows, track approvals, and choices to facilitate and support business processes.
Training
Before go-live, IT Services provides training to the team(s) responsible for responding to requests.
For Your Customers
Service Pages
Service pages are informational pages used to describe services to customers and facilitate customer's ability to submit request for service. Information on these pages should be brief but detailed.
Knowledge base
A knowledge base is a centralized portal for sharing self-service information such as how-to articles. Departments can attach knowledge base articles to their service page(s), as well as link them to tickets as applicable.
My Tickets & Requests Page
Students and employees can view and update any requests submitted to any department from their My Tickets & Requests page.
Project Portfolio Management (PPM)
Estimated availability Spring 2025
- Project classification and reporting.
- Project Evaluation
- Create and manage project plans (milestones, tasks, card wall).
- Status reporting.
- Team collaboration and task assignments.
- Resource management.
- Time tracking.
Eligible Peoples
- Faculty
- Staff
- Student Employee
Requirements
- Device with Internet access
- Device must have a compatible web browser. Tested web browsers are listed below,
- Chrome
- Edge
- Firefox
- Safari
Cost
Employee
Departments desiring to adopt the university's ESM system will be responsible to pay the license cost for each of their employees that will access the department's ticketing application. Costs are per person, per fiscal year. As a Software as a Service (SaaS), prices reflect the annual cost.
Typically there are no additional, beyond the per-person license, costs associated with the initial setup and department training.
Customer
Free, this is the method how all university students, faculty, and staff can access the Service Portals to request services from the Service Catalog, monitor their tickets, and access projects they're affiliated with.
Availability
24 hours a day 7 days a week exclusions are,
- During the vendors planned maintenance window Friday evenings from 8:00 p.m. - Midnight Alaska time.
- During scheduled updated or upgrades that require the system to be unavailable. You can see or get notifications about these on the UAA IT Services Status page.
Supported By
This service is maintained and supported by UAA IT Services. Requests for support may be submitted anytime via the Request Support button on the right side of this page. Requests generate a Ticket which will be worked in order received and urgency by the IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.