ITSM Workflow & Automation

IT Service Management


Image of TeamDynamix Workflow Process Viewer for ITSM Processes

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.

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

If you want to take workflow and automation to a new level, including the ability to integrate your entire ecosystem of technology with IT Process Automation, you can go to a new level with TeamDynamix iPaaS with ITPA solution.

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Codeless Building of ITSM Workflow & Automation

TeamDynamix offers a powerful automation engine that can prioritize, assign, and escalate tickets based upon business rules and conditions. In addition, TeamDynamix has a drag and drop workflow builder that makes it easy to support business processes and includes automation workflow steps with no additional licensing.

Automation allows you to specify actions such as routing that take place when a ticket is created or modified; for instance you can route requests to the right team based on your business rules (request criteria).

These actions will take place regardless of whether the ticket was captured through the Self-Service Portal, entered within the ticketing application, or submitted to a web service.

Additional automation actions include assigning workflows, SLAs, and notifications. Yes. The solution supports automation steps to third-party systems through bi-directional RESTful APIs at no additional cost or you can take workflow to a new level using TeamDynamix iPaaS with ITPA.

sla management and tracking made easy

TeamDynamix has an SLA engine that can automatically escalate tickets and send reminders. Service levels in the TeamDynamix ITSM software are easy to create and can be applied to work items either systematically or manually. Using the best practice standard “Respond – Resolve” as foundations for each SLA, it is easy to insert escalation steps to further customize your organization’s responses to various circumstances.

Service levels can be interacted with by permission, and each segmented line of business may maintain their own SLAs and settings. You have the ability to reassign, reprioritize, and send notifications after a defined percentage of the SLA deadline has passed and once a deadline has passed.

Automation rules can assign SLAs based on client users, services, and other properties of the ticket. When a user changes a ticket’s type the SLAs and Task templates applied prior to the change will remain active. 

You can create as many SLAs and steps as needed. Unlimited incidents can be linked to a single SLA. ITSM Dashboards give a quick & easy view of SLAs.

flexible workflow builds 'my work'

TeamDynamix can configure workflows using our powerful workflow builder. Users can easily configure approvals, tasks, and web service calls, and all workflows can be set to run synchronously or asynchronously. In addition, our workflows allow for automatic assignments to individuals, groups, or contextually based on the type of request, the requestor, or information added to the request form at the time of the request.

Easy to Use Workflow Configuration

Workflows and owners can be manually or automatically set. In addition, TeamDynamix allows end-users to track the status and workflow of their tickets through the update process. Status can be automatically set and progress through workflow and can be visually monitored.

Initiating Workflow from the ITIL Service Catalog
TeamDynamix has a Type Category (Parent) and Type (Child) categorization structure on ticket forms out of the box. Our Service Catalog allows for unlimited nested categories that support granular categorization of tickets. Type Categories and Types can be set to inactive for retirement.

Using Conditions to Trigger Workflow & Approvals
Ticket types or categories can be used to automate notifications, assignments, SLAs, workflows, and priority. Notifications are also sent to approvers with a direct link to approve the request.

Technicians can resend notifications and “Force Approve” (with proper permissions). Choice and conditional steps can be used to support ranking and rating processes.

fosters collaboration and connectivity

“My Work” Desktop Organizes Assigned Work
Tasks assigned to users via workflow can be viewed within desktop widgets on the user’s dashboard(s), can be found via searches. Users can also view their assigned work within the My Work application in TeamDynamix, which provides a focused view of all the user’s work across all applications including tickets, incidents, problems and projects.

Change and Release Management Workflows Change workflows can create Release tickets with their own unique workflows as you move through your Change/Release process.

Automated Notficication Steps
Notification steps can be inserted anywhere desired within the workflow. In addition, auto-notifications occur for assignments within the workflow.

Sending Alerts to the Release Manager The powerful workflow builder will send alerts to the release manager as service interruptions are tracked and worked on in a ticket.

Project Intake and Approval Worklfow Users can submit project requests through the portal or through web forms on other web pages. All project requests then move into TeamDynamix Project Portfolio Management, where all project request related activity takes place.

Here, you will have the ability to add project requests to the appropriate approval workflows as well as build them out, score, and measure them against other requests before approval.

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