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  • SPONSOR(S):  Kate Hash
  • DEPT OR DIVISION: Customer Experience and Engagement
  • PROJECT OWNER:  Calvin Groves
  • PROJECT MANAGER:  Alison Campbell
  • CHANGE MANAGER:  Jackie Treschl
  • STATUS: In Progress
  • Project Theme: Serving Our Communities

What is it?

UNC has selected a new Customer Support Tool to replace ServiceNow.  This phase of the project will include implementing TeamDynamix and closing out the ServiceNow platform and contract. 

Why are we doing it?

The current ITS contract with ServiceNow expires in September 2024.  During the RFP phase of the project in 2023, the RFP committee selected TeamDynamix to replace ServiceNow, as it meets the following needs: 

  • Fits our campus community better. 
  • Enhances the experience for campus customers and people using the tool to do their jobs. 
  • Provides better value for our UNC community. 

How does it impact the UNC Community? 

Anyone who uses ServiceNow to do part of their job will experience significant changes.  

Anyone who uses ServiceNow only to submit tickets is likely to see minor changes.  

When is this happening? 

The tentative timeline for the project is:  

  • January – Project start. 
  • January to June – TeamDynamix implementation. 
  • April to September – Contract closure activities in ServiceNow. 
  • July – TeamDynamix roll-out. 
  • September 6 – Deadline to be out of ServiceNow 
  • September-November –Additional configuration and transition to operations. 
  • December – Project end

Where can I find more information? 

UNC Customer Support Tool project website