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Upcoming TeamDynamix modules allow more interconnected ITSM processes

October 6, 2021

This article was originally published in the October 6, 2021 IT Weekly.

The next TeamDynamix modules will build on the now-familiar ticketing application, introducing new processes and increasing the maturity and efficiency of OHIO IT’s service management. This article will provide an overview of the connections that will be made possible with the minimum viable product (MVP) launch of asset management, knowledge management, problem management, and the service catalog. Future articles and training will cover each individual module in more depth. 

The following example traces an incident related to Titanium, the HIPAA-compliant scheduling software that is part of the asset management MVP, as it might be connected to each module of TeamDynamix. New terms and processes are listed in bold. 

If a user were unable to access Titanium on the virtual desktop, they would submit an incident ticket, which would be worked and resolved in the ticketing application. If multiple users submitted similar incidents, it might result in the creation of a problem ticket, and all of the related incident tickets could be linked to the problem ticket. The Titanium configuration item (CI) will be linked to all Titanium incident tickets, and as more assets and CIs are added, it will allow technicians to identify larger patterns, such as if the incident also occurs with other software or with users on certain operating systems. 

The problem, or root cause of the incidents, might take some time to resolve, and the problem ticket would allow the problem to be tracked and prioritized along with all other identified problems. If a workaround was identified, then a TDX knowledge base article could be written and attached to any future incident tickets while the problem was still being addressed. Once the solution is identified, it could result in a change ticket to review and implement the necessary fixes. After the problem is resolved, all users with incident tickets attached to the problem ticket could be contacted directly with the update. 

Eventually, there might be a specific ticket form linked to the TDX service offering page for Titanium or VDI, prompting users to enter all the needed information at the time they report the incident, instead of the current process of completing a generic form that is reclassified by the service desk, which is more likely to require additional outreach to the customer to obtain all the needed information. If a workaround was identified, the knowledge base article could also be linked to that service offering page, potentially reducing ticket volume if users could solve the issue on their own prior to submitting a ticket. 

Reporting capabilities will also increase with the addition of these modules. For example, service owners will be able to run reports on problems related to their services and related assets, and proactive support can more easily identify incidents and problems that require more user education. 

To track the development of the upcoming modules, those with Confluence access can find a summary of tasks and user stories on the backlog for each module, as well as the backlog for ticketing, on the new Jira structures page for the project. In keeping with agile practices, these backlogs are all in progress and not necessarily listed in priority order.