What is it?
TDX is a new software tool that will be available to all faculty, students and staff as an eventual replacement for Request Center. Any technology related problems or requests will be recorded, tracked and resolved in the new TDX system. TDX is loaded with many more capabilities as well that will be rolled out over the next year.
Why are we changing to a new system?
Request Center is a home grown system, was developed by several talented ITS technical engineers, and has grown over time to serve many different functions for BC. With time, however, more comprehensive commercial systems have been developed for higher education that will significantly advance ITS’s ability to service our customers – you!
Why did we select TDX?
Searching for a replacement solution to Request Center and has been underway for several years. Finding the right solution that met our needs, especially in the area of accessibility, took time. TDX was the only solution whose primary client base was higher education and every college / university we talked to had nothing but high praise for the product and company.
For starters, all of you will be able to submit and track your tickets on any device – desktop, laptop or other mobile device. It will allow much greater ability for self-service, and a better knowledge base to help you solve your own questions. For ITS, we will be able to establish service levels and ticket priorities, basically metrics for how tickets are processed from intake to resolution. It will allow ITS to better communicate expectations on when services will be delivered, and allow ITS to better hold itself accountable for meeting those. This is just the tip of the iceberg – the ultimate benefit is to further improve ITS customer service.
Click the following link to go a current TDX client, Miami University at Ohio, and see their landing page. http://miamioh.teamdynamix.com/TDClient/Home/ If you click the “services” drop-down you can get a view of how their service catalog is designed, or “knowledge base” drop-down. It’s pretty cool!
What happens to Request Center?
As it has many features, it will remain with us for the foreseeable future. The initial roll out of TDX will keep RC looking just the way it does now. However, when you click on the technology icon it will take you to a new landing page, a TDX landing page, that will easily guide you to the ITS services you seek. Over time, more functionality will transition to TDX and will be less reliant on RC.
When is the roll out planned?
With an implementation of this size, it will occur in phases, to allow time between each phase for everyone to adjust to the new system and will incorporate added functionality in an iterative fashion. The initial rollout, phase 1, is planned for January 30, 2017.
Will I need new software installed on my device? No, that won’t be necessary as accessing TDX will be done over the web. TDX is a cloud-based solution so it can be accessed at any time from any device.
Will you keep us updated?
Certainly. Expect there to be periodic communications through BC FYI and other channels as we move through fall quarter. We are excited, and we think you will be too! Any questions? Please reach out to Jamie Osborne, Manager, Client Services at x4360 or Jason Aqui, Director, Technology Support Services at x4128.