ITSM - Incident and Problem Management

Bring Service Requests & Projects together for a single view of work & resources.

There are times when tickets related to releases, changes, and solutions to problems require significant effort and they evolve into projects. With TeamDynamix, you get IT Service Management (ITSM) and Project Portfolio Management (PPM) together on one platform. Making it easy to switch that ticket into a project with little effort.

ITSM - Project Management

Bring service requests and projects together for a single view of work and resources.

There are times when tickets related to releases, changes, and solutions to problems require significant effort and they evolve into projects. With TeamDynamix you get IT Service Management (ITSM) and Project Portfolio Management (PPM) together on one platform. Making it easy to switch that ticket into a project with little effort.

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Why IT Service Management & Projects Go Together

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.

TeamDynamix has developed a flexible platform that allows you to share as much or as little as you like – you can see your projects the way you want with our customizable dashboards.

Western U of Health Sciences Levels UP ITSM

Western University of Health Sciences knew they had a talented IT department but was struggling to take advantage of that talent to provide quality IT experience for students, faculty, and patients. They were too busy trying to tackle problems or tech emergencies. To remedy this, WesternU is using a single platform approach with TeamDynamix to gain a 360 view of their resources and projects – allowing them to better plan resources and provide a better, more effective customer experience.

ITSM & PPM working together

TeamDynamix integrates project tasks and tickets (incidents, problems, changes, service requests) allowing project team members to pull tickets onto a project plan. In addition, tickets can be escalated to a project or project request (this is permission-based).

Change and release tickets can be incorporated into existing projects. The tickets can also be converted to a project or project request. Service validation and testing can be supported via a ticketing application or through Project Portfolio Management depending on your processes and requirements.

Depending upon your needs, TeamDynamix can create complex plans for advanced project managers or simple task lists for more basic needs. The key is that there is a portfolio-driven approach that allows you to easily optimize resources against multiple projects and tickets.

This unique one-platform approach allows you to view your resources; allocate them across key projects and tickets; and engage in resource capacity planning to optimize how you are using your resources – all in one place. In addition, your technicians can see ALL of their work in one spot, there’s no need to jump between tools or switch views.

There has been a cultural shift here, we’re now a more mature IT enterprise.

- Matthew Wright, Technical Support Manager

Incident or Problem?

Ultimately, understanding whether you’re dealing with an incident or a problem will determine the processes you use to resolve whatever the issue is. When focused on an incident, the goal is to restore service to acceptable levels. Problem management comes after this – and is focused more on how to prevent this from happening again. Incidents have distinct timelines for resolution attached – whereas problem management is more focused on the investigation, and there are no clear timelines.

Incidents are also tied to Service Level Agreements (SLAs), which are in place to ensure the IT team is held to a set of response time standards. Deviation from these standards should be monitored closely.

In the TeamDynamix ITSM software, customers can enjoy a flexible implementation of the ITIL framework. As these definitions may not exactly suit a specific organization’s processes, these various classifications can be renamed and turned on or off as needed.

Unique to TeamDynamix, is the ability to also convert an incident or a problem to a project. As the case develops, you can convert to a project, and from there assign a budget, timelines, and risk grades as required. This gives you a single view of your resources across both tickets and projects – and your end–users and technicians can see all their work in one spot.

Flexibility to manage projects

TeamDynamix is a full-featured ITSM software platform with project and portfolio management rolled together. The software supports the full project and portfolio lifecycle. Project requests can easily be offered through both the TeamDynamix portal and through web forms that may exist on other web pages.

The level of detail you can capture at this initial phase is entirely configurable by you. Requestors can view the status of their project request as it moves through the project request process. With TeamDynamix Project Portfolio Management, you will have the visibility and control you need over project requests – ensuring you can see all potential impacts. The platform supports any methodology, including Waterfall, Agile, KANBAN, Card Wall, and task lists – allowing you to manage issues, risks, baselines, documents, and budget performance as well as foster team collaboration.

Flexible Project Methodologies
Depending upon your needs, you can create complex plans for advanced project managers or simple task lists for more basic needs. With this unique portfolio-driven approach you can easily optimize resources against multiple projects and tickets. TeamDynamix has a variety of tools at your disposal. From project and portfolio management tools to project request intakes; governance and scoring; resource and demand management; we can assist you in building an enterprise-level tool to fit your needs.

TeamDynamix has the ability to manage different projects with different levels of formality and rigor. This enables different teams of varying abilities to use the same tool for otherwise disparate projects, allowing you to work better together on one easy-to-use platform.

Make Project Management a Discipline
If you don’t have one already, create a Project Management Office (PMO), appoint a certified project management professional to lead it, and establish policies and procedures to help standardize and enforce best practices. In a survey of IT leaders, respondents reported that their PMO had contributed to a 23 percent drop in the number of failed projects, a 35 percent increase in the number of projects that were delivered under budget, and a 20 percent improvement in productivity. You can’t argue with those results. Effective ITSM depends on resource capacity; if you are managing projects outside of the ITSM platform then you will never truly gain a view into resource bandwidth. This can cause frustration and delays for your end-users.

Because we now have a robust help desk application available, we have much more visibility and can plan for our IT needs more effectively.

- Katie Hayes, Project Manager

Resource capacity planning

It’s no secret IT teams are under pressure. The number of requests coming in on a day-to-day basis hasn’t slowed down, yet budgets and resources are tighter than ever. Getting ahead of the game is key. When you are using TeamDynamix, you can better manage your resources because everything is in one place – project tasks and tickets (including incidents, problems, changes, service requests, etc.).

TeamDynamix allows resource managers to create time allocations for non-project work. Non-project work can be allocated by percentage, days or hours for a given period. This can easily be changed and managed to reflect changes in schedules and availability.

Resource Optimization and Load Balancing
TeamDynamix has been developed specifically for forecasting resources. This powerful and intuitive tool allows users to see the effect of the upcoming project and non-project work on resource availability while considering the schedule impact of currently scheduled work.

This is a differentiating factor for TeamDynamix. Depending on the needs of the organization or the maturity of processes, resource allocations can be made at the project level or they can be driven by the assignment of resources to tasks on project schedules. Portfolio managers can run workload scenarios to determine when to slot new requests and the impacts of adjusting existing commitments. The resource manager can clearly identify impending resource bottlenecks, determine what adjustments can be made, and then make the adjustments.

Improve Outcomes with Card Walls
One easy way to incorporate project management with ticketing is the card wall. A ticket that may require additional work or collaborative resources can be easily turned into a card on a card wall. From there, you can assign resources, timelines, and sub-tasks with just a few clicks.

Card walls have become popular recently because they are so straightforward. They can be produced with nothing more complicated than sticky notes on a whiteboard. Yet they immediately convey a lot of information about the project. It’s common to put these card walls outside the team’s work area so anyone stopping by can immediately see what’s going on. And because they are so easy to understand there is no need for them to be analyzed or studied. A sponsor passing by on their way to a meeting can immediately see what’s happening. That makes card walls one of the most powerful communication and work management tools available.

Learn more about card walls and KANBAN in this Market Report: Something About Kanban.

Considerations When Shopping for ITSM Software

The Key Drivers for Searching for a New IT Service Management (ITSM) Software Platform So you’re shopping for ITSM software. Typically, if you’re in the market for a new IT Service Management (ITSM) platform, one of two scenarios is usually in place – either you are currently using a very rudimentary ticketing platform that doesn’t truly encompass the full scope of IT Service Management or the opposite – the platform is very cumbersome, overly complex and requires 3-8 full-time resources to administer. When looking for the right vendor, you should strive to meet somewhere in the middle – in other words, you

TeamDynamix Ranked #1 in ITSM

ITSM platforms are quickly evolving, download this report to understand key drivers for top of quadrant vendors. Use this guide to help you during your selection process. Download the Info-Tech ITSM Quadrant and Customer Viewpoint report to gain a better understanding of key vendor strengths and emerging market requirements.

Learn more about the ITSM platform

Incident & Problem Management

Asset Management & Discovery

Service Portal & Knowledge Base

Workflow & Automation

ITIL Change Management

ITIL Release Management

Project Management

Dashboard & Reporting

Integrations

No Coding. No Scripting. No Hassles!

TeamDynamix was recognized as an ‘Honorable Mention’ in the 2022 Gartner® Magic Quadrant™ for IT Service Management (ITSM)

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