ITSM vs ITIL: What’s the Difference?
June 24, 2021
ITSM vs ITIL: What’s the Difference? If your organization wants a better understanding of how it currently provides IT support, it is crucial to understand
Supercharge your ITSM with a codeless integration and workflow platform that includes out-of-the-box connectors to popular systems like Salesforce, Workday, Office365, DocuSign, Active Directory, Azure, Amazon Web Services and more. With iPaaS, you can easily build workflows using a codeless flow builder and automate everything from minor daily tasks, Active Directory integrations, to more complex onboarding/offboarding workflows. TeamDynamix iPaaS integrates seamlessly with the TeamDynamix ITSM platform and can also be leveraged outside of ITSM between any applications.
Supercharge your ITSM with a codeless integration and workflow platform that includes out-of-the-box connectors to popular systems like Salesforce, Workday, Office365, DocuSign, Active Directory, Azure, Amazon Web Services and more. With iPaaS, you can easily build workflows using a codeless flow builder and automate everything from minor daily tasks, Active Directory integrations, to more complex onboarding/offboarding workflows. TeamDynamix iPaaS integrates seamlessly with the TeamDynamix ITSM platform and can also be leveraged outside of ITSM between any applications.
Are you looking to integrate your TeamDynamix ITSM solution with other tools in your organization? TeamDynamix offers APIs and Webhooks.
APIs & Webhooks
In TeamDynamix we use RESTful API, and all RESTful API methods use JSON to send/receive data. (Javascript Object Notation). APIs exist for the full platform including asset/configuration management, ticket management, projects, self-service functionality, and reporting.
TeamDynamix webhooks allow you to build additional types of integrations that would not be possible using the TeamDynamix API. Administrators can configure a webhook to send a message every time that a ticket, asset, or CI is created, modified, or deleted. This message will include metadata about the webhook event and the details of the ticket, asset, or CI (excluding deletes). Once a webhook has been configured and activated, it will begin sending the related events to the request URL.
Reliable IT service management is especially critical in a banking environment. LINKBANK is using the TeamDynamix platform to gain the visibility they need into technical operations and build sound change management processes. They are even using it outside of IT to help with enterprise service management.
Kaseya is an endpoint management tool that includes tools to discover computers and computer information. Kaseya tracks very detailed information such as CPU utilization. Many times, clients want summary asset data (e.g. asset serial number) in TeamDynamix so that tickets and people can be related to these assets. TeamDynamix supports asset integration with Kaseya via the Kaseya Asset Source. This integration also lets technicians open Kaseya LiveConnect from the TeamDynamix asset record.
TeamDynamix supports integration with BeyondTrust (formerly Bomgar), a leader in remote device management. There are two primary use cases supported.
First, ticketing users can initiate a session from an existing ticket. After configuring the necessary settings within the TeamDynamix Administration site, a “Generate Bomgar Session” button will appear within the Actions menu on a ticket.
Ticketing users that have Bomgar credentials are able to generate a Bomgar session, which includes a URL link and session key. This session is associated with a user’s specific Bomgar credentials, and so such sessions will appear in the user’s Bomgar support queue.
This information can be communicated to the Requestor or a notification, which includes the necessary connection information, can be sent from the ticket.
If you are looking for chat functionality, TeamDynamix integrates with Ivy chatbot. TeamDynamix allows you to add the Ivy chatbot script to your Client Portal which will open the chatbot when your customers visit the Client Portal. IVY.AI can configure the Ivy chatbot to crawl your TDX Knowledge Base to gather information for chatbot responses.
Sassafras AllSight is a hardware and software asset management suite providing detailed auditing and usage tracking. If you are using Saasafras, information recorded by Sassafras can now be integrated into TeamDynamix, allowing you to access a vast set of computer and software usage data within the TeamDynamix interface. Your Desktop Support teams, Help Desk workers and other TeamDynamix users can have immediate access to the wealth of computer hardware, software audit, and usage information.
Nothing is as simple as it appears on the surface. Often what may be entered initially as an incident eventually morphs into a problem. This is not uncommon, and most platforms manage this transformation.
However, what happens when the problem should really be managed as a project? Conversion of a problem to a project in TeamDynamix is easy because you can easily convert it and stay on the same platform – there’s no need to navigate to a different tool or software.
Learn more about TeamDynamix Project Portfolio Management.
This report used insights from validated users to share why TeamDynamix users are more satisfied and more likely to recommend this solution to their peers and colleagues. Outstanding user reviews rank TeamDynamix ITSM as a leader in the SoftwareReviews’ January 2021 Data Quadrant.
“TeamDynamix focuses on implementing ITIL best practices in the features and functionality of their product. The product is very customizable even if you don’t have developers dedicated to program customization.”
– IT Director, Mid-Market
No Coding. No Scripting. No Hassles!
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