What is the Service Management Portal?
The Camosun Service Management Portal is a tool for Camosun Students, Employees, and the public that provides a way to request services from the various Divisions and Departments at Camosun, as well as search for and information on those services in the form of knowledge base articles. This tool has a user-friendly portal that structures services and knowledge base articles into categories.
(The Camosun Service Management Portal homepage)
Why was the Service Management Portal introduced?
The Service Management Portal, sometimes referred to by its vendor name, TeamDynamix, or TDx, was introduced in the Summer of 2020 and piloted initially by Information Technology Services (ITS). This system was mainly implemented to replace a previous ticketing system but became a major support for the College during our initial response to COVID-19.
As ITS continued to explore this software other areas of the College expressed interest in this Enterprise System. In the Fall of 2021 Institutional Research and Planning (IRP) will begin receiving Data Requests via this portal and eLearning will be opening up their service catalog and knowledge base as well. This portal is available for use by both students and employees to submit service requests.
What can the Service Management Portal do?
The software behind the Service Management Portal, TeamDynamix, allows for the following functionality:
- Service Management
- Knowledge Base Management
- Portfolio and Project Management
- Process Automation and Workflows, and
- Service Request (i.e., Ticketing) Management
- Reporting
A feature to highlight here is that each service request creates a ticket with a unique ID number which can be tracked via the client-side portal as well as an administrative back end. This allows individuals to collaborate with functional areas working on the ticket in completing their request. The administrative back end can be customized to support a wide variety of business processes which can produce reports and deliver email notifications.
(The administrative back end of TeamDynamix, i.e., the Camosun Service Management Portal)
What's next for the Service Management Portal?
This resource, as it expands over time, will evolve to support other key business processes at Camosun. If you are interested in an overview of how ITS uses this software you can submit a request for an overview.