IT SERVICE MANAGEMENT (ITSM)

According to ITIL, a problem is the root cause of one or more incidents; each has a slightly different critical path. Each of these needs your attention. When you run a service desk, you need to have fast routing, the ability to group tickets, and a great communication platform.

We can help you:

• Assign tickets dynamically and generate “My Work” views for technicians
• Group tickets and convert incidents to problems or projects as needed
• Communicate with users via mass emails with linked knowledge base (KB) articles

TeamDynamix IT Service Management solutions help organizations climb up the IT maturity ladder by incorporating ITIL best practices – adopt as much or as little as you desire. Quickly access and view KB articles associated with the tickets; perform root-cause analysis for full life-cycle support.

Asset Discovery Services and CMDB help you discover, identify and track assets, plan for changes and respond to issues with an understanding of CI configuration history, blackout & maintenance windows, and impact maps. Stay on top of replacement costs, refresh cycles, and contract renewals.

We can help you:

• Asset discovery for Windows, Mac, Linux, and networked devices / WMI, SSH, SNMP, UPnP
• Open tickets against specific assets with custom forms to match unique attributes
• Import assets or integrate with third-party tools. Manage all assets in one place

TDX makes gathering and maintaining asset and CI data easy through Asset Discovery Services. IT Service Management with flexible import tools and integrations including SCCM, JAMF, Kaseya, or other discovery solutions means that your techs have everything in one place.

According to HDI, a support call costs $22 compared to self-service, which is just $2 per incident. With this in mind, it’s clear that there needs to be a push toward self-service. An IT Service Management platform with a self-service catalog and an easily searchable knowledge base drives adoption.

We can help you:

• Fully branded and accessible self-service experience (WCAG 2.0 / 508 compliant)
• Allow clients to quickly self resolve issues through AI-enhanced search
• Easily build and maintain content with no technical skills

Knowledge Centered Service (KCS^®) relies on the notion that content is generated as problems arise. KB articles are living assets that can be leveraged by both the users and technicians. (KCS^® is a service mark of the Consortium for Service Innovation™)

Teams need to focus their efforts on the highest priorities. Automation reduces the time spent on mundane, manual, or error-prone activities. With TeamDynamix, you can easily configure and test workflows using a visual map without any coding or scripting.

We can help you:

• Ensure that requests are automatically routed correctly the first time
• Reduce time spent on manual work that can be automated
• Reduce the number of systems a technician needs to touch through integration

Automating IT Service Management processes is one of the best ways to let your teams make the most of the time they have, and improve the quality of the service you provide while reducing errors and improving end-user satisfaction.

It is said that 80% of all issues reported to IT are actually the result of poor change and release management. Using a single ITSM platform to organize and manage the plans, execution, and communication will help enable new functionality and maintain the continuity of existing services.

We can help you:

• Effectively manage the change and release lifecycles
• Identify and avoid issues that would impact service quality
• Support both simple and complex processes

Leverage standardized methods and procedures for efficient and prompt handling of changes and releases impacting services. With TDX IT Service Management you can minimize the number and impact of related incidents, monitor performance, and communicate with those impacted.

It is said that 80% of all issues reported to IT are actually the result of poor change and release management. Using a single ITSM platform to organize and manage the plans, execution, and communication will help enable new functionality and maintain the continuity of existing services.

We can help you:

• Effectively manage the change and release lifecycles
• Identify and avoid issues that would impact service quality
• Support both simple and complex processes

Leverage standardized methods and procedures for efficient and prompt handling of changes and releases impacting services. With TDX IT Service Management you can minimize the number and impact of related incidents, monitor performance, and communicate with those impacted.

Sometimes addressing releases, changes, and solutions to problems requires significant effort and can evolve into full-on projects. With TeamDynamix, you get IT Service Management (ITSM) and Project Portfolio Management (PPM) together on one platform. 

We can help you:

• Convert tickets into projects, tasks, or cards
• Optimize/allocate resources against tickets & projects in one view
• Use the right approach: Waterfall, Agile, Kanban, Card Wall, task lists

With a single platform approach for ITSM and PPM, you can operate within the ITIL framework, while also adopting best practices in project management. The platform has the flexibility to accommodate the most sophisticated PMO, down to a basic departmental project.

Great IT Service Management dashboards and reports provide the key metrics you need to make confident decisions by identifying issues before they become larger problems, supporting key meetings, profiling trends, and communicating the value IT provides to your entire organization.

We can help you:

• Create insightful reports and dashboards in minutes—NO coding or scripting required
• Create a personalized desktop view that’s easy to filter and configure
• Publish dashboards to non-ITSM users

With transparency at the core, we have developed a flexible platform that allows you to share as much or as little as you like.  You can share dashboards with key stakeholders, publish dashboards externally, and you can integrate with third-party data tools.

Enterprise Management Associates’ (EMA) research has determined that automation can reduce time spent updating patches and applications by 50% on average, and installing and maintaining virus and spyware systems by 83% on average.

We can help you:

• Discover all devices on the network and conduct remote troubleshooting
• Continually monitor devices and confirm they are running to SOP
• Apply patches and software updates quickly and easily

It is critical to have a strong antivirus and anti-malware solution, to be able to monitor its effectiveness, and to be smart about backup to thwart ransomware attempts. TDX IT Service Management (ITSM) offers out-of-the-box integrations with Kaseya and other solutions.