Overview
Our Enterprise Service Management System (ESM), TeamDynamix is a highly configurable service management system that can is used for ticketing and other service management and reporting functions.
What is Service Management?
Service management is how teams manage the end-to-end delivery of services and support to customers.
Service Offerings
For Your Department
Form-Based Ticketing
Departments can request the creation of a ticketing form(s) that customers submit to request service.
Ticketing Reports: Staff will work with departments to develop reports that can be used to measure and monitor the effectiveness of service delivery.
Ticket Routing
Based on information captured in the ticketing form, requests can be routed to specific groups/queues.
Agent Desktops
Desktops modules that allow agents to view, update and respond to service requests from a single interface.
Service Level Agreements (SLAs)
Service level agreements allow departments to set deadlines for responding to or resolving customer requests.
Training
Before go-live, ITS provides a 1-hour training to the team(s) responsible for responding to requests.
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For Your Customers
Service Pages
Service pages are informational pages used to describe services to customers. Information on these pages should be brief but detailed.
Knowledge base
A knowledgebase is a centralized portal for sharing self-service information such as how-to articles. Departments can attach knowledge base articles to their service page(s).
My Tickets & Requests Page
Students and employees can view and update any requests submitted to any department from their My Tickets & Requests page.
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Get Started
This knowledge base article outlines the process and timeline for implementation of TDx for your department.