MSU IT’s commitment to experience-centered service will be strengthened this spring by launching a new self-service client portal at ithelp.msu.edu on March 21, 2023.
The portal will utilize TeamDynamix, replacing CA Service Desk as MSU IT’s Service Management (ITSM) tool. An ITSM provides a streamlined approach to managing the delivery and function of IT services.
TeamDynamix offers a modern, cloud-based system that will provide an improved user experience for requesting and interacting with IT services, including reviewing issue status and searching knowledge base articles in a modern web interface.
One significant change users may experience with the transition is the retirement of the eARM system. As a result, on March 21, users will submit access management requests through the customer portal at ithelp.msu.edu. TeamDynamix will manage access requests on an interim basis as the MSU IT Identity and Access Management (IAM) team works to identify tools to provide an improved access management experience.
TeamDynamix is also utilized on campus by Student Life and Engagement and the Health Colleges, offering more significant opportunities for economies of scale, cross-unit collaboration, and managing request escalation across multiple departments in future implementation phases. Further still, a standard system may incentivize departments not currently using a ticketing system or a locally-supported one to utilize TeamDynamix, providing cost savings to the university. The increased opportunities for future collaboration can lead to more effective support for end-users.
MSU IT will continue to communicate additional phases to campus users when available.
