Looking for a trouble ticketing system? Does your department have an IT need that is beyond the services that OIT provides to the University of Tennessee? Find out how IT Service Management can help you.

TICKETING, SERVICE REQUEST, & ASSET MANAGEMENT

There are three types of solutions OIT can provide.

1. Join OIT IT Service Management: IT Departments may use the OIT solution and requests may be escalated from the OIT HelpDesk to your team (no customization). There is no cost for this option.
2. Ticketing/Request Tracking Application: Your department may create your own ticketing solution, using the same software that OIT uses for trouble tickets, called TeamDynamix. TeamDynamix can be configured for your specific needs. The department will receive their own ticketing application, implementation engagement, and training. Departments must designate an application administrator to manage day-to-day activities for the application. Includes end-user portal and knowledge management.
   • Fees for this option:
     • Initial Setup and Training + First Year Annual Support, $2000
     • On-going Annual Support, $1000
3. Asset Management: Create an asset management system. Asset management can be tied to ticketing (see cost above in #2) or be a standalone application. TeamDynamix provides full scope asset tracking, as well as the ability to manage status, relationships, and ownership of assets. Each asset type can track all data necessary to manage the asset and the asset’s lifecycle.
   • Fees for this option:
     • Initial Setup and Training + First Year Annual Support, $3000
     • On-going Annual Support, $1000

Submit a ticket to the OIT ITSM team for more information about how OIT can help.

Service Level Management/Service Level Agreements

OIT can provide additional IT support for your department. Examples include:

1. System Administration for your departmental server
2. Web application development – Talk to OIT about developing a web-based application and hosting it on one of OIT’s web application servers
3. Server colocation – Use OIT’s datacenter for your physical server hardware

Contact the OIT Helpdesk to start a discussion on how OIT and your department can work together on an IT solution.