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This site is becoming part of the new ISS website for easier access to services and resources
The ISS, OIT and ISIC websites are being combined into one. This site’s content will live on our new ISS website starting mid‑July. You’ll still be able to access everything -- all links will take you to the right place.
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New Service and Ticketing Portal
Reimagining the way we deliver services and tools for a user-centered experience.
Information Strategy and Services (ISS) and the Denver Office of Information Technology (OIT) have partnered with TeamDynamix (TDX) to reimagine our service management platform to provide a better user experience and improve how customers experience IT services — not just how requests are submitted.
Learn more about this project initiative and the new TeamDynamix platform below.
Project Background
We are transitioning from our current service system, Cherwell, to a new service management platform called TeamDynamix (TDX). TeamDynamix supports a more service-oriented approach, allowing us to organize support around customer needs rather than how teams are structured internally. This shift helps create a more consistent, transparent, and customer-centered service experience.Why is this transition happening?
This project supports our goal of delivering simple, clear and helpful service experiences through:
- A single point of entry for all service requests and incidents.
- Easy to use service catalog.
- Clear response and fulfillment times.
- A focus on self-help and automation.
With TeamDynamix, we can:
- Make it easier to find the right service or support option.
- Provide clearer expectations about what services are offered.
- Improve communication and visibility throughout the request process.
- Better align services with customer needs.
- Create a foundation for continuous service improvements.
As Cherwell is being sunset, this transition also ensures we are using a modern, supported platform that can grow with future service needs.
What you need to know
- Cherwell will be retired and replaced by TeamDynamix.
- Requests will be submitted through a new, centralized service portal.
- The portal is organized by services, making it easier to know what to request.
- Current requests will be completed or transitioned as needed — no action is required from customers.
- Guidance, training materials and support will be available before and after launch.
Our goal is to make this change as smooth as possible and to provide clear communication every step of the way.
What is changing for users
What You’ll Notice:
- A single place to request services and get help.
- Clear service descriptions and request options.
- Improved request tracking and status updates.
- Faster routing to the right support teams.
- More consistent communication.
What’s Transitioning:
- Cherwell will be sunset as part of this project and old links to enter a ticket in it will no longer work.
- Requests will move to the new TeamDynamix service portal.
The intention is to make it easier to get support and to better highlight the full range of services available.
View our one-pager user guide to help navigate the new portal.
Timeline
Specific dates will be shared and updated when they become available.
- Launch TeamDynamix (Go-Live): April 27, 2026
- Ongoing Enhancements: Continuous improvement based on feedback
Frequently Asked Questions (FAQ)
Get Help
Phone Support
303-724-4357 (4-HELP)
7:30 a.m. - 6 p.m., M - Th
7:30 a.m. - 5 p.m., Fri
Self Service Portal
Submit a ticket
Email the Service Desk
24/7 access to the Service Portal