IT SERVICE MANAGEMENT (ITSM)

itsm incident management screenitsm asset management screenservice management knowledge baseincident management workflow processITSM Release Managementchange release management screenConverting a Ticket Into a Project - ITSMitsm dashboards and reporting view for leadershipIT assets - endpoint control screen
  • INCIDENTS/PROBLEMS

    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.

  • SERVICE ASSETS & CMDB

    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, flexible import tools, and integrations with SCCM, JAMF, Kaseya, or other discovery solutions. Download the TDX Asset Discovery Services brochure to learn more.

  • SERVICE PORTAL & KB

    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 system 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)

  • AUTOMATION

    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.

  • RELEASE MANAGEMENT

    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 what 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 this approach, you can minimize the number and impact of related incidents, monitor performance, and effectively communicate with those impacted.

  • CHANGE MANAGEMENT

    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 what 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 this approach, you can minimize the number and impact of related incidents, monitor performance, and effectively communicate with those impacted.

  • PROJECT MANAGEMENT

    Sometimes addressing releases, changes, and solutions to problems requires significant effort and evolve into full-on projects. With TeamDynamix, you get ITSM and Project Portfolio Management (PPM) together on one platform. You can convert ticket-based work into projects, tasks, or cards on a project.

    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.

  • DASHBOARDS/REPORTS

    Great ITSM 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.

  • ENDPOINT CONTROL

    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. TeamDynamix ITSM offers out-of-the-box integrations with Kaseya and other solutions.

When resources are limited, and demand is on the rise, IT can quickly become overwhelmed. By leveraging an ITSM solution that allows you to adopt ITIL best practices, you’ll spend less time putting out fires.

PRODUCT BROCHURE

IT SERVICE MANAGEMENT (ITSM)

What is IT Service Management (ITSM)? ITSM is essentially used to help facilitate the fast and easy resolution of problems. Let’s suppose your team supports a diverse population, which could include employees, students, citizens, and faculty, among others. When they need IT support, they need it fast, and that is why it is so important to have an ITSM software solution that can help you track and quickly resolve issues. We can help you with an ITSM system that is easy to use, own, and operate. Get ITSM with true ITIL lifecycle management including a self-service portal and knowledge base that is WCAG 2.0 / 508 compliant.

Gold Medalist for
ITSM & PPM
Info-Tech Rankings

HDI TREND REPORT

TOWARD MORE MATURE ITSM: MEETING DEMAND IN EDUCATION, GOVERNMENT, AND HEALTHCARE

As technology continues to rapidly evolve, IT leaders in education, government, and healthcare are under pressure to provide timely services for their constituencies.

To help understand both the challenges and opportunities, we commissioned HDI to look at how IT Service Management is evolving within these sectors.