TDX implementation teams share early successes, next steps for ITSM improvements
This article was originally shared in the February 17, 2021 IT Weekly.
TeamDynamix project teams recently recorded several wins to make the new IT service management platform more accessible and user-friendly.
The service catalog and client portal team has produced initial designs for customer-facing pages and secured help.ohio.edu as the vanity URL for campus end-users. The site will be accessible once user imports are completed, and campus customers will be directed there in June after the launch. Next steps include refining service categorization and configuring service forms.
The team is also testing the user experience and capabilities of a Microsoft Teams integration in production, which will allow viewing and commenting on live tickets without leaving Teams.
In the next few weeks, the project will begin business process consulting led by TeamDynamix to understand current and desired processes, develop a roadmap for process improvement, and map priority processes into TeamDynamix. The consulting contract also includes assistance with configuration, training, and documentation.
These updates are part of the first phase of the project, including modules for incident and request management, change enablement, and the service catalog/client portal. The second phase of the project, which begins in May, will include modules for problem management, asset management and knowledge management.