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ITSM Platform Replacement Project


Project Status

September 2022: Northwestern IT has selected TeamDynamix as the new IT Service Management (ITSM) platform to replace our current ticketing system and consolidate it with our service catalog, IT knowledge base, and Status of IT Services web page. We have completed the foundation of the new technology support ticketing function and IT change management system. Integration of Atlassian Statuspage is in process to replace our Status of IT Services page. Additionally, updates and information transfer of the central IT service and self-service knowledge library are underway. 

We are collaborating with our IT partners in schools and units across the University to design and develop tools and workflows to meet the various needs of the Northwestern community and to expand our ability to collaborate. Additional preparatory activities will take place throughout the fall to ensure a successful deployment of the new platform by January 2023. 

Project Background

The Northwestern community interacts with the IT Service Management (ITSM) platform in ways they see and many that they do not. Among the platform's many functions, it tracks IT support tickets, helps coordinate changes that IT teams implement, and notifies the community when there are problems. While the existing service management platform has served Northwestern IT well, it has not scaled to provide a good user experience to those seeking IT help, nor does it have the features needed to support IT services at Northwestern’s scale. Northwestern IT is seeking a more robust platform to improve reporting, decrease redundancy, and improve the end-user experience with our catalog of services and those of our campus IT partners.

Benefits to the Northwestern Community

As a result of the project, Northwestern IT will enhance its service delivery to all University clients. Acquisition of a new ITSM platform will allow Northwestern IT to provide: 

Goals and Objectives

Through implementing a more robust and mature IT service management platform, Northwestern IT will be equipped to:  

Timeline

The target dates below are subject to change as the project progresses.

Table shows a list of phases of the project from October 2021 through January 2023 and their status
Phase Target Date Status
Planning October 2021 Complete
Vendor Selection November 2021 Complete
Implementation January–December 2022 In process
Go-Live January 2023 Not Started

Project Team

Table shows a list of project team members by name, title, department, and project role
Name Title Department Project Role
Sean Reynolds  Vice President for Information Technology and Chief Information Officer Northwestern IT Executive Sponsor
Joseph Kurtin Director, Technology Support Services Northwestern IT Project Sponsor
David Gracey Manager, IT Service Management Northwestern IT Project Lead
Deirdre Lee Project and Portfolio Manager Lead Northwestern IT  Project Manager
Serena Simpson Communications Specialist Northwestern IT Project Communications Lead

Last Updated: 27 September 2022

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