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ServiceNow Transition

UNC – Chapel Hill will be transitioning from ServiceNow to TeamDynamix for its Service Management platform on July 10, 2024 (date subject to change).

The UNC Eshelman School of Pharmacy will transition its service request process to TeamDynamix at the same time. We are in the process of reviewing with campus which request forms will make the initial transition. This includes IET, Facilities, MarCom, Technology Governance Committee, and Finance. Everyone will continue to submit requests through help.unc.edu.

One of our goals is to create a dedicated help portal for the UNC Eshelman School of Pharmacy. We expect all the improvements IET wishes to achieve to take 12-18 months from go-live depending on the availability of campus support.

Based on feedback from the 2023 Customer Engagement Survey, the IET department identified areas for improvement we will implement as part of the transition:

  • Consolidation of IET request forms.
  • Better documentation of instructions and processes.

Other out of the box improvements TeamDynamix offers are:

  • No longer have to distinguish between incidents and requests
  • A flattened ticket structure, i.e., no more REQ, RITM, and SCTASK for each request

As we near the go-live date, we will update this page with additional features as we learn about them.

ServiceNow will transition to an archive and remain maintained for a short period of time. The Information and Educational Technology Department will transition any remaining open tickets to TeamDynamix prior to this time.