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Office of Information Technology

TeamDynamix

Overview

What is TeamDynamix?

TeamDynamix (TDX) is an enterprise service management (ESM) and project portfolio management (PPM) platform designed to help organizations manage IT services, projects, assets, and workflows in one centralized system. It is widely used in higher education, government, healthcare, and enterprise sectors. The platform provides a no-code environment for creating workflows and automations, allowing teams to streamline operations without heavy reliance on development resources.

At BYU–Hawaii, all departments have access to TeamDynamix free of charge. The Office of Information Technology (OIT) will assist departments with initial setup and workflow creation, ensuring a smooth implementation and quick adoption across campus.

Key Benefits of Using TeamDynamix

1. Unified Platform

  • Combines ITSM, PPM, and ESM into one system.
  • Reduces silos and improves collaboration across departments.

2. No-Code Workflow Automation

  • Drag-and-drop tools for building workflows.
  • Automates tasks such as ticket routing, approvals, and escalations.

3. Self-Service Portals

  • Users can submit service requests, track issues, and access knowledge base articles.
  • Reduces help desk workload and improves user satisfaction.

4. Real-Time Visibility & Reporting

  • Custom dashboards and reports for tracking KPIs, SLAs, and project progress.
  • Enables data-driven decision-making.

5. Cross-Department Flexibility

  • Supports IT, HR, Facilities, Finance, and Student Services.
  • Extends beyond IT to enterprise-wide service management.

6. Cost Efficiency

  • Minimizes downtime by improving response times.
  • Reduces the need for multiple tools and shadow IT solutions

Summary

TeamDynamix empowers BYU–Hawaii departments to build and manage knowledge bases that improve self-service, reduce support tickets, and provide consistent answers. With free access to TDX and OIT’s support for setup, departments can quickly establish a well-structured knowledge base for their services.

Frequently Asked Questions

  • Steps:
    1. Go to oit.byuh.edu, and click on Support
    2. Select “Create a Ticket”
    3. You can now select Hardware request or Software request
    4. Click on the button, “Click Here to Submit”
    5. Complete the form with details about your request.
    6. Attach supporting documents or screenshots if needed.
    7. Click Submit, the system will assign your request automatically.

  • 1. Go to oit.byuh.edu, and click on Support
    2. Select “Create a Ticket”
    3. You can now select Hardware request or Software request
    4. Go to “Ticket Search”
    5. Type in the ticket number to view updates, technician notes, and progress.

  • 1. Log into the TDX portal with authoring permissions.
    2. Navigate to the Knowledge Base (KB) module.
    3. Click “Create New Article.”
    4. Add a clear title, description, and step-by-step instructions.
    5. Tag the article with categories/keywords for easy search.
    6. Save and publish the article for visibility to end-users.

  • Use categories and subcategories to group related content. For example, HR could have categories for Onboarding, Payroll, and Benefits. Facilities could have Work Orders, Maintenance, and Reservations. Organizing articles makes it easier for users to find answers quickly.

  • Access is role-based. Typically, designated knowledge managers or content owners in each department can edit articles. OIT can assist departments in setting up permissions during the initial configuration.

  • 1. Assign article owners within your department.
    2. Schedule periodic reviews (e.g., every 6 months).
    3. Use the built-in article feedback tool so users can flag outdated or incorrect information.
    4. Archive or update articles as needed.

  • Yes. When building service request forms, you can embed or link relevant KB articles so users can try self-service before submitting a ticket. This reduces workload and empowers users to solve issues independently.

  • The OIT office assists departments in:

    • Creating the initial knowledge base structure.
    • Training staff on how to author and maintain articles.
    • Setting up workflows to route article reviews and approvals.