5 out of 5.0, Reviewed Oct 19, 2016
My prior institution implemented TeamDynamix ITSM (2013) and PPM (2012) which was a great win for the IT organization and the institution. I appreciate the TD iimplementatoin methodology that includes reviewing your current processes and look at optimizing them before and during the implementaion. Software is a tool not the compelte solution.
The ITSM product is flexible and is a GREAT value for the money.
We analyzed our current processes but should have spent more time analzing deeper around the functionallity of TD. We have gone back and streamlined and are now reviewing this on a quarterly basis.
We have had not issues with services and support.
5 out of 5.0, Reviewed Oct 11, 2016
Our overall experience has been extremely positive. The support and responsive we've received from TD has been extremely helpful in ensuring our implementation went smoothly.
Ensure your implementation team is speaking the same language. TD can match most SM maturity models but a common understanding of the ITIL framework is very helpful.
Very easy to use and provides a great platform
Limited type ahead fields...... evidently, that's coming in version 9.4
TeamDynamix is currently focused on ITSM. Our campus could/would find significant value in an integrated solution that supports functions that also provide services to students, faculty, and staff.
We would look more holistically at overall service management on our campus and engage others outside of IT in a more broad-ranging discussion
Provides a one size fits all application that can be quickly molded to facilitate a variety of ITSM maturity models!
TD reps are always willing to help and respond quickly to customer requests! Most likely the best customer support we've seen amound the many technology vendors we work with!
4 out of 5.0, Reviewed Sep 27, 2016
Good integration with ticket tracking, project management, and timesheet tracking. 3rd party API integration works well for us. We create automated tickets via the web from submission through a number of custom-built applications as well as our HelpDesk request form. Our Portal receives comment feeds from open tickets so the customer can see the work being done on their open tickets when they log in.
This was a good solution to replace the legacy systems that we were using to track ticket work (HEAT), manage timesheets (Journyx), and projects (SharePoint).
1 of 1 peer(s) found this review helpful.
5 out of 5.0, Reviewed Sep 19, 2016
I have worked with numerous employees at TeamDynamix over the last three years and have had consistently positive results and experiences. I have never had a vendor so responsive to feedback and requests for enhancements. They are very active with their user community and regularly solicit feedback and suggestions. The software is remarkably stable. It just works. Day after day without downtime. We had one issue when first going live due to our own misconfiguration talking to Active Directory. We have had a couple issues doing upgrades on premises, but TD support was able to get us through any hurdles. TeamDynamix has allowed us to grow tremendously in PPM, service management, and especially in the successful adoption of a robust internal and external knowledge base. Overall, I am remarkably pleased with the software and the company.
Join in on the Service Desk Advisory Group phone calls. A chance to speak with the software developers to discuss upcoming features and give your input BEFORE it goes live? Yes, please.
After using the software for 3 years, I can click through screen after screen and point to features that exist because my team had suggestions. I have never had that experience with a software company before. Certainly not everything we would like is doable or feasible,
Again, the upgrade process for on premises installations. It can be frustrating.
On premises installation is clunky. A better installation process is sorely needed. The current system works, but it could be much more smooth.
We spent some time trying to mimick some functionality of our older in-house ITSM system. After going live and really starting to master how TeamDynamix works, we realized we had no need for those functions. We could have saved a few people several hours of development work during the implementation process if we had just let the software do what it does instead of trying to make it do what we thought we just had to have.
We have had very few issues. If we do have an issue, the TeamDynamix team is in contact right away and works with us to resolve the problem.
We bought the software in December and went live in August. This was not the fault of TeamDynamix. It took us a very long time internally to get with all our groups, work out processes, and tear down silos. The actual configuration of the software took very little time. Getting IT as a whole ready to adopt something (anything) new took the time.
1 of 1 peer(s) found this review helpful.
5 out of 5.0, Reviewed Aug 1, 2016
Our overall experience working with TeamDynamix has been great. They have been very responsive and helpful since the beginning. We've been able to improve our ticket handling, reporting, and overall customer service experience.
Our recommendation is to start with a good understanding of what you want to get out of the tool before starting implementation and how the tool can fit your environment. The TeamDynamix team is great with guidance, suggestions, and support and they will be by your side throughout the entire process.
It's flexible and you can make changes on the fly without bringing the tool down. Their support is great and they are extremely responsive to requests and issues.
I don't have any dislikes, but there are some minor features that we feel are missing that we will be bringing to their attention and hopefully get added to future releases.
We've had such a great experience working with everyone at TeamDynamix that I can't think of anything right now.
Starting over we would more clear view of how our environment looked like before implementation and where we wanted to be after. That would've helped up be more organized during implementation. We only have limited time from start to go-live so given that I feel we did well, but we have and will continue to make improvements.
1 of 1 peer(s) found this review helpful.
5 out of 5.0, Reviewed Jul 27, 2016
Working with TeamDynamix was awesome. Our organization was not very mature from an ITSM/IT Governance perspective, so we decided that implementing a tool would force us to get better. The whole team at TeamDynamix did a great job helping us figure out what we knew and what we didn't know. They helped us avoid some major pitfalls as we implemented that would have kept us spinning our wheels. Their previous experience working with higher ed institutions gave us great insight on some best practices we could adopt to get going quickly, which created buy-in in the IT shop. Once IT started using the tool more and more, our customers quickly realized the benefit and efficiency of working through the TeamDynamix system to get their issues solved. One of the key benefits that gave TeamDynamix the edge over other vendors was the user-friendly interface. It just worked in a normal browser no matter what computer or device the user had. That was very refreshing for all of us. We also could simplify the interface by using web forms, routing emails, and making it very easy to get tickets into the system. Finally, TeamDynamix has made it easy to put much of our IT governance into one system: from ticket to incident to problem to project, with knowledge base articles, SLAs, portfolio management, and workflow, we get most of what we need to be done using just one tool. As CIO, I love having all that data at my fingertips so I can get a strategic view of what's happening at our organization, and then drill down to tactics for specific needs. We've also been very impressed with how responsive the company is--they really listen to customers. There's a thriving user group that advises on new features. It's refreshing to have our voice heard.
My one piece of advice for prospective customers is to decide on what you want to do first, and get a good project plan around that implementation.
We love that TeamDynamix is the one tool for me to get a strategic view of how we're doing, and I can also drill down to the tactical level. It's one spot for tickets, projects, portfolios, knowledgebase, contract management.The list goes on.
Licensing is still a bit too complicated for my taste.
When we started, vendor documentation was a bit sparse. That's gotten better over time, but there's always room for improvement.
If we could start over, knowing what we know now, we'd do a few things differently: -Reporting. The kinds of reports you want drive some of the configuration. We hadn't thought much about the reports we wanted to use, so it was some trial and error, and some backtracking on setup, before we were ready to roll. -Phases. We bit off more than we could chew at first, trying to do too much all at the beginning. We would have done a more phased approach.
TeamDynamix has what many other tools provide, but it's all wrapped up in one package.
Very responsive whenever we have an issue.
4 out of 5.0, Reviewed Jul 25, 2016
TeamDynamix has been very supportive as we need support and future developement. They are anxious to provide answers and build the tool for flexibility.
Don't be affraid to build and then change it and build it again. Very customizable. Find the best way to gain the data needed.
Support has been good but sometimes if feels like some things are missed. This could happen with any company.
5 out of 5.0, Reviewed Jul 25, 2016
TeamDynamix was willing to work with us throughout the entire process. We had their staff on our campus several times throughout the process giving us guidance and technical assistance. Additionally, they were able to provide examples of several other schools in our area that used TeamDynamix so we could review their service catalogs and offerings. We felt that we had a partner throughout the entire process.
Think very critically on your current list of services. If you have good analytics, focus your time on those services you provide the most. Do not get caught in the cycle of keeping an old service alive just because it was in the previous service catalog.
The ease of use and vast information available in very simple to use reports.
I wish it was a little easier to create and manage problems and changes.
TeamDynamix has been amazing in every aspect of our upgrade. If anything, I wish they had been a little more stern with their advice to our organization on not keeping old practices in place unless they were really needed.
Reduce the number of services in our catalog and focus more time on knowledge development.
5 out of 5.0, Reviewed Jul 21, 2016
The product is awesome. If there are any needs, submit a feature request and, if the community of users are on the same page, it will very likely be implemented. The TD team is always ready to help. They care about the customers and do their best to meet our needs. They is an excellent user community as well.
Listen to implementation specialist. Review all consulting services provided as you may find services that would be helpful. Involve your team early on in demos to generate buy in. Build Service Catalog for your clients. Consider a sample of client representatives to assist in service catalog development. Build policies and procedures in tandem with developing the tool.
Can't pick just one thing. Some highlights. Ability to assign ticket to groups. Reporting Dashboards. You can see if someone else is viewing or working on a ticket. Cardwall!!!
We have a home grown asset inventory. While I can import to TD I need custom attributes to make that work. While that is not an issue, I can not search custom attributes when attempting to attach an asset to a ticket.
Nothing. They were and are awesome!!!!
Listen more to implementation specialist regarding best practice. Involve larger team in demos prior to finalizing to generate better buy in.
4 out of 5.0, Reviewed Dec 7, 2015
Vendor service support was limited.
If you are just starting on your ITSM journey, this may not be the product for you. The vendor does not provide support regarding service definition.
We would have preferred to vendor to provide ITSM consulting as well as configuration assistance. Their role in both of these functions was extremely limited.