New Service Management Platform

Project Background  

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.

Timeline  

Specific dates will be shared and updated when they become available.

• Launch TeamDynamix (Go-Live): Spring 2026 
  
• Ongoing Enhancements: Continuous improvement based on feedback 

Frequently Asked Questions (FAQ)