New Service Roadmap (with checklist)

Use this roadmap to guide a new service through the 3-5 week journey of moving a concept to production. It ensures that all strategic, technical, and support requirements are met to provide a high-quality experience for the university community.

Contents

• New Service Roadmap
• Phase 1: Service Initiation
• Phase 2: Service Design
• Phase 3: Operational Readiness
• Phase 4: Testing & Validation
• Phase 5: Launch
• Phase 6: Continual Improvement

New Service Roadmap

Contents

Phase 1: Service Initiation

• ☑ Submit TDX Request Form. Provide the service name, service page information, fields to monitor, approvals (if any), dependencies (if any), reporting needs, owner/manager, audience, other requested information.
• ☑ Schedule a TDX Consulting session with the ITSM Team (30-60 minutes) to review the request and discuss the finalized flow and form needs. 

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Phase 2: Service Design

• ☑ Define the TDX Service Page details.
• ☑ Define the necessary TDX fields for the form (e.g., Requestor, Sponsor, Department) and required approvals.
• ☑ Finalize the backend process and logic that a request follows once submitted.
• ☑ Identify reporting needs and requirements.

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Phase 3: Operational Readiness

• ☑ Confirm the service is correctly established in the Service Catalog/Client Portal so that incident tickets and change requests are automatically routed to the correct support teams.
• ☑ Have at least one TDX "How-To" knowledge article to support users and internal staff. Each service should be linked to a new or existing knowledge article(s). Internal documentation for the technicians is also a best practice to ensure service consistency and standardization for the long term.
• ☑ Determine if communication and/or training should be drafted to announce the new service offering. While the ITSM team handles the technical deployment notifications, the Service Owner should outline how the service will be communicated to users that it is available.

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Phase 4: Testing & Validation

• ☑ Conduct thorough testing of the forms and workflows in the Sandbox environment to ensure they function as expected. See the Service Validation Checklist for specific items to verify before signing-off.
• ☑ Accept the service as-is or provide specific changes to the ITSM Team before the go-live date is set.

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Phase 5: Launch

• ☑ Schedule a Production go-live date with the ITSM Team. Update the ticket with a comment and notify the IT-TDX Request Team group using the Notify dropdown.
  • ☑ Indicate that testing has been completed, the Service Page has been reviewed and verified, and the associated Knowledge Article has been linked or is ready for publication. Also indicate that the service is ready for production deployment, including the desired go-live date if a specific launch date is required.
• ☑ Review the TD Work Management service dashboard provided for you to verify it includes the information needed to monitor the service effectively.
• ☑ Validate the service when it goes live in the Production environment.
• ☑ Send/publish communications/training to all relevant stakeholders to ensure they know the service is live and understands the outcomes and value it provides to their role. 

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Phase 6: Continual Improvement

• ☑ Outline and maintain a multi-year outlook for the service to improve service optimization and ensure long-term alignment with university objectives.
• ☑ Ensure that major changes, vendor updates, and configuration shifts are documented for future troubleshooting and “information integrity. 
  • UDIT: you are required to participate in the formal Change Control process managed by the ITSM team for all production-level modifications to your service.
  • Non-UDIT: while a technical history is still recommended, you should consult with the ITSM team to determine the appropriate level of change oversight and documentation standards for your specific departmental service. Submit a TeamDynamix Request to request any service enhancements.
• ☑ One month after launch, an automated notification to schedule a follow-up session will be sent. This notification will include a booking link to facilitate a meeting with the ITSM team to review service performance, gather feedback, and identify areas for optimization. Additionally, the New Service Checkpoints list provides a structured list of milestones to ensure the service remains accurate and aligned with institutional goals.
• ☑ 180 days after the service goes live, the system will send another automated notification to schedule a strategic review with the ITSM team. This session focuses on a deeper, metric-based analysis of service performance and historical trends to ensure continued alignment with university goals. It also provides an opportunity to discuss and identify additional business processes or offerings that the team may want to convert into new services within the catalog.

Contents

Helpful Articles

• Service Owner Welcome Guide
• New Service Checkpoints
• New Service Validation Checklist

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