The IT Service Management Office, a part of Purdue IT's End User Experience area, helps Purdue University meet its strategic goals through aligning IT with business needs, based on the ITIL® framework. We focus on defining and implementing standard processes for IT services, with an emphasis on continual improvement for IT providers, faculty, staff, and students.

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Purdue IT Knowledge Base

Information for Purdue IT Technicians and others with access to add and/or edit articles inside the knowledge base.

Articles (17)

How can I see the status of my Purdue IT service request?

Instructions for viewing the status of your service requests or other reported issues to Purdue IT.

How can I update my profile in TDX as a technician?

This is a guide for technicians on how to update their profile in TDX and what fields they can change.

How do I link tickets in TeamDynamix?

This article provides step by step instructions for linking different tickets together in the TeamDynamix TDNext interface.

How do I report an unscheduled IT interruption?

Large, unscheduled IT interruptions are displayed on the Purdue IT homepage, it.purdue.edu.  Please check there to see if we already have an unplanned IT  interruption.

 If you feel that you are experiencing an unscheduled interruption of service, please contact the Purdue IT Service Desk by phone at (765) 494-4000.  If you are calling after normal business hours, you may press "0" at the prompt and your call will be routed to the Operations Center.

How the Service Management Office recommends Purdue IT technician groups should be organized in TDX?

In TDX, assignment groups will be more closely aligned with organizational structure.

How to conduct Change Enablement in Team Dynamix (TDX)

This article is designed to help Purdue IT to understand how to manage the Change processes in TDX and provides video to help users navigate the new workflow.

How to update tickets in TDX as a technician

The following is a guide for technicians updating tickets in TDX.

How to view your tickets in the TDX Portal

The Purdue IT Service Portal allows users to view tickets they have submitted, or been included on, inside the Team Dynamix portal.

Incident and Service Request best practices in TDX (TeamDynamix )

This article is designed to help Purdue IT technicians respond to and record Incident and Service Requests using the TDX platform.

TDX administration: Best Practices for Managing Ticket Tasks in TDX

This knowledge base article is designed to guide Purdue IT workers on the best practices for using ticket tasks effectively.

TDX Administration: Customer Service Survey feedback reports

Purdue IT sends out customer service surveys to gather feedback from our clients and improve our services.

TDX administration: Understanding Email Monitoring Service Attachments

The TeamDynamix email service allows files to be attached to work items via the email service.

TDX Adminstration: How do I view group details and memberships in TeamDynamix?

There are lots of groups defined in TeamDynamix (TDX). Knowing what technicians are in which group; who the manager is; and what type of work they do can prove valuable when routing, escalating, or coordinating with the right resources. This articles describes how a typical technician can use the TDX "People" app to view group details and members.

Understanding Service Level Agreemnts (SLAs )in TeamDynamix (TDX)

Service Level Agreements (SLAs) are critical components in the IT service management framework, providing clear expectations for service delivery time lines.

What are best practices for customer-focused ticket management in TDX?

A guide for best practices for providing customer-focused ticket management in the TDX portal.

What is Change Enablement (Change Enablement Quick Reference Guide)

The objective of Change Enablement is to enable calculated and deliberate changes that have clear and transparent risk, impact, benefit and communication .

What is Ivy chat bot?

The Ivy.ai chat bot can be found in the righthand corner on Purdue IT supported web pages.