Overview
The Enterprise Service Management module is about creating additional ticketing applications and ticketing app-level administrators for other divisions within the institution such as Facilities, HR, or the Libraries.
Enterprise Service Request Management builds on Basic Ticketing. Beyond basic ticketing, ESM covers:
- Security role permissions for moving tickets across applications
- Building out service catalog entries for other applications
- Delegating ticketing app administrator access
- Reporting across applications with Analysis
Transcript
Using the TDAdmin interface the Enterprise Service Management module builds on the ticketing essentials concepts to expand team dynamics to other divisions within your organization. You will discuss security role permissions for moving items across ticketing applications, and how tickets will flow from your client portal to those ticketing applications. You will also discuss delegating app administration access to those subdivisions, as well as how to report across multiple applications using the analysis app.
TeamDynamix Interfaces
- TDAdmin
- TDNext
- TDClient
- Services
- Services / Ticket requests
Implementation risks
This section describes module-specific issues that may affect how quickly you can implement this module.
- The number one risk for ESM is not defining the TeamDynamix administrator for the ESM application early enough to involve them in the initial implementation sessions. Ideally, whoever is the ESM application administrator will attend at least the Foundations and Ticketing essentials sessions, so they have some background in the tool.
- Another major risk is that your culture/stakeholders do not see the value in switching to TDX, and/or actively resist it. Engaging in some organization change management/change enablement interwoven through a detailed communication plan is key to mitigating this risk.
Examples
See also