TeamDynamix (TDX)

TeamDynamix (TDX) is a SaaS Cloud solution that brings IT Service Management (ITSM), Enterprise Service Management (ESM) and Project & Portfolio Management (PPM) together with iPaaS.

Support groups are created in TDX for assignment of work within Tickets and visibility on certain items within the Client Portal and Assets/CIs, such as Services and Knowledge Base Articles (KBAs). Support groups are created by Enterprise Users, but membership is administered by Group Managers.

Service Offerings available:

• Report an Issue
  Report a TeamDynamix issue.
• Request Assistance
  Submit a TeamDynamix service request.
• TeamDynamix Enhancement Request
  Submit a TeamDynamix Enhancement Request to be considered for implementation.
• Onboard a new Support Group
  The primary reasons support groups are created are for assignment of work, like tickets, and visibility on certain items, such as Services and Knowledge base Articles. Use this form to request a new support group, to be created in TDAdmin by administrators.
• Retire a Support Group
  When a Support Group is no longer needed for assignment of work, like tickets, and visibility on certain items, such as Services and Knowledge base Articles, you will use this form to request to have the support group removed.

MSU IT provides TDX to any Major Administrative Unit (MAU) that is ready to adopt ITSM best practices for the following Information Technology Infrastructure Library (ITIL) processes:

• Request, Incident, Problem, and Change Management
• Asset and Configuration Management
• Knowledge Management
• Continual Service Improvement

Once onboarded, your unit will be able to take advantage of the following TDX applications:

• Tickets to leverage streamlined processes for Request, Incident, Problem, and Change Management and make use of reporting tools to support Key Performance Indicators (KPIs) that are important to you and the Support Group(s) you manage.​
• Client Portal to strategically position MSU IT’s knowledge management program, provide a user friendly self-service catalog, increase first-level resolution, and facilitate more efficient IT support to enhance the customer experience.
• Assets/CIs to track inventory and focus on the financial aspect of a physical IT component, along with being able to capture operational usage, impacts to service, and logical relationships between Assets/CIs.