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Information technology to update requests and incident management processes

IT services has kicked off a project designed to unify its service, portfolio, project and knowledge management processes beginning with updates to request fulfillment and to the incident management system. 

IT also will establish a new foundation for a service catalog. Unifying processes across the division will create a foundation for future enhancements, enable common reporting and metrics, and establish common policies, according to Cathy McVey, senior director for IT communication. This effort leverages TeamDynamix, a new service and project management software tool, which will replace multiple current applications and bring all of the division’s service data into a single repository.

The implementation team is taking an iterative approach, building basic processes within TeamDynamix and noting areas for potential improvement for future efforts. The goal is to use the tool as “out of the box” as possible, using the guidance of the TeamDynamix partners to help implement best practices. The plan for each process is to:

  • Gather input from subject matter experts and stakeholders

  • Identify the person accountable for the process

  • Define the process

  • Build the process in the new tool

  • Train those who will be using the process

  • Launch

The first three processes are scheduled to launch in mid-July.

Current tools to be retired as part of this effort are PowerSteering, Symantec Service Desk and RightAnswers. Each of these tools will remain active until they are replaced and announcements will be made as changes are scheduled.



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  • Luxembourg
    Luxembourg

    John E. Dolibois European Center, Luxembourg

    One of Miami's oldest continuous study abroad programs, the Miami University John E. Dolibois Center (MUDEC) in Luxembourg offers students the opportunity to enroll in Miami classes taught by European-based and Ohio-based Miami faculty. Students enjoy a unique combination of first-class academics, engagement in the local community, and various faculty-guided and independent travel opportunities.

    Contact and emergency information for the Luxembourg Campus. Starting with general contact info on the left; additional contact and emergency information on the right.

    Château de Differdange
    1, Impasse du Château
    L-4524 Differdange
    Grand Duchy of Luxembourg
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    Oxford, Ohio 45056, USA

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    Main Operator: 011-352-582222-1
    Oxford-based Coordinator: 513-529-5050
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  • West Chester
    West Chester

    Voice of America Learning Center

    Located midway between Cincinnati and Dayton along I-75, the Voice of America Learning Center (VOALC) offers undergraduate and graduate courses and programs drawn from Miami's Regional and Oxford campuses. Home to Miami's MBA program, the Learning Center provides ready access to graduate programs for area educators and courses leading to the BIS degree for undergraduates.

    Contact and emergency information for the Voice of America Campus. Starting with general contact info on the left; additional contact and emergency information on the right.

    7847 VOA Park Dr.
    (Corner of VOA Park Dr. and Cox Rd.)
    West Chester, OH 45069
     
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  • Middletown
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    Nestled on 141 acres near I-75, Miami University Middletown offers bachelor's degrees, associate degrees, and beginning coursework for most four-year degrees. Nearby Greentree Health Science Academy immerses Miami's nursing and health information technology students in the health care experience while taking classes.

    Contact and emergency information for the Middletown Campus. Starting with general contact info on the left; additional contact and emergency information on the right.

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    Middletown, OH 45042
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    A compact, friendly, commuter campus, Miami Hamilton offers bachelor's degrees, associate degrees, and beginning coursework for most four-year degrees. Small class sizes, on-site child care, and flexible scheduling make Miami Hamilton attractive to students at all stages of life and career.

    Contact and emergency information for the Hamilton Campus. Starting with general contact info on the left; additional contact and emergency information on the right.

    1601 University Blvd.
    Hamilton, OH 45011
    regionalwebmaster@MiamiOH.edu
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    Nationally recognized as one of the most outstanding undergraduate institutions, Miami University is a public university located in Oxford, Ohio. With a student body of 16,000, Miami effectively combines a wide range of strong academic programs with faculty who love to teach and the personal attention ordinarily found only at much smaller institutions.

    Contact and emergency information for the Oxford Campus. Starting with general contact info on the left; additional contact and emergency information on the right.

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    Oxford, OH 45056

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    Office of Admission: 513-529-2531
    Vine Hotline: 513-529-6400
    Emergency info: MiamiOH.edu/emergency