This concepts article will help new TeamDynamix clients to understand the implementation process and the roles each team member will play during that process.
Overview
Each resource within the TeamDynamix implementation team and the Client Team will have specific roles they fulfil to allow the implementation to best proceed according to the desired go-live date(s) the client has specified.
TeamDynamix Team Member Roles
These are the roles filled by TeamDynamix team members during implementation:
Implementation Consultant – Point person for the implementation. All client communications to TeamDynamix during the implementation should include this person.
Implementation Team Lead – Point person for generating the implementation project and getting things started for this implementation.
Technical Services Consultant – Technical expert, pulled in as needed by the TeamDynamix implementation consultant.
Process Consultant – Process expert, pulled in as needed by the TeamDynamix implementation consultant.
VP, Professional Services – TeamDynamix escalation point for any issues.
Client Team Roles
The same person can play many roles on an implementation: it's not unusual for the project manager to be a TeamDynamix administrator and incident manager or project management process owner. We separate these roles to make it easier to articulate the type and amount of work required on an implementation by implementation module.
Project Sponsor – A high-level executive that has overall responsibility for the project. Client sponsor responsibilities include:
- Provides primary sponsorship.
- Ultimately responsible for the success of the project.
- Authorized to make change management decisions regarding the project.
Financial Liaison – The client financial liaison addresses questions related to travel expenses, invoices, and any financial matter relating to the project.
Project Manager – All TeamDynamix communications will be addressed to the project manager. The project manager will have the authority to act for the client in all aspects of the contract. The project manager responsibilities include:
- Acts as primary point of contact for TeamDynamix team.
- Acts as the liaison between the project team and all departments participating in the project.
- Responsible for the successful execution of client tasks.
- Manages the client resources required to fulfill responsibilities as defined within the Statement of Work.
- Manages Change Control with the TeamDynamix Lead Analyst.
- Works directly with the TeamDynamix team to ensure effective status meetings are held and reports are distributed appropriately.
- Escalates issues to the appropriate client resource for resolution.
- Follows-up on client assigned project tasks to ensure on-time completion.
TeamDynamix Administrators – TeamDynamix Administrators are responsible for the functional maintenance and upkeep of the application. They act as a point of contact for the end users, and performs the configuration duties as usage dictates. TeamDynamix Administrators will assist with the following:
• Maintain the TeamDynamix application.
• Participate in detailed configuration sessions.
• Participate in weekly planning sessions.
• Learn how TeamDynamix can be configured.
Systems Administrator – The client systems administrator works with TeamDynamix to install TeamDynamix. This role is only needed for on-premises installations.
Technical Liaisons
Technical Liaisons are responsible for various facets of an implementation to provide their expertise in getting each piece of the implementation configured properly and who can adjust settings within their system of expertise directly if needed.
Technical Liaison: Email – The email technical liaison will be included when configuring the email replies and/or email monitor services. They are responsible for creating any email addresses and IMAP mailboxes needed for these services.
Technical Liaison: Authentication – The authentication technical liaison will be included when configuring single sign-on or LDAP authentication. They will be responsible for ensuring authentication data is shared appropriately with TeamDynamix and debugging any issues related to authentication.
Technical Liaison: People Import – The people import technical liaison will be included in the core integrations sessions to learn how people import can be configured. They will then work with the project team to identify what populations and what attributes for those populations should be loaded. This work may also entail defining other technical processes related to people import.
Technical Liaison: HTML/Web Design – The HTML/web design technical liaison will configure the client portal HTML headers or footers, any HTML modules for client portal pages, Google Analytics, and/or any other styling of the client portal. They may also be called upon to help with the HTML-based email notification templates.
Technical Liaison: Bomgar – The Bomgar technical liaison is responsible for configuring Bomgar and TeamDynamix according to the Bomgar integration instructions.
Process Owners
Process Owners are responsible for ensuring the implementation includes everything needed to allow their day-to-day needs are supported by their TeamDynamix setup. They will be informed on the implementation and will be sure that configurations or settings/reports are generated and adjusted to support their various processes so teams can transition to TeamDynamix as seamlessly as possible.
Process Owner: Incident Manager – The incident manager owns the incident management process, which means they can speak to the process and work with process stakeholders as needed. For the TeamDynamix implementation, the incident manager ensures that TeamDynamix is configured to support the incident management process.
Process Owner: Service Request Manager – The service request manager owns the service request management process, which means they can speak to the process and work with process stakeholders as needed. For the TeamDynamix implementation, the service request manager ensures that TeamDynamix is configured to support the service request management process.
Process Owner: Service Level Manager – The service level manager owns the service level management process, which means they can speak to the process and work with process stakeholders as needed. For the TeamDynamix implementation, the service level manager ensures that TeamDynamix is configured with appropriate service level targets and that reporting is adequate for service level management.
Process Owner: Service Catalog Manager – The service catalog manager owns the service catalog, which means they ensure decisions are made about how the service catalog should be organized and designed, working with stakeholders as needed. (This role is different from the service request manager: the service request manager ensures that requests are handled efficiently and effectively; the service catalog manager ensures that catalog items can be found easily and capture relevant data.)
Process Owner: Knowledge Manager – The knowledge manager owns the knowledge management process, which means they can speak to the process and work with process stakeholders as needed. For the TeamDynamix implementation, the knowledge manager ensures that TeamDynamix supports the knowledge management process.
Process Owner: IT Service Change Manager – The IT service change manager owns the change management process, which means they can speak to the process and work with process stakeholders as needed. For the TeamDynamix implementation, the change manager ensures that TeamDynamix is configured to support the IT service change management process.
Process Owner: Asset Manager – The asset manager owns the asset management process, which means they can speak to the process and work with process stakeholders as needed. For the TeamDynamix implementation, the asset manager ensures that TeamDynamix is configured to support the asset management process.
Process Owner: Major Incident Manager – The major incident manager owns the major incident management process, which means they can speak to the process and work with process stakeholders as needed. For the TeamDynamix implementation, the problem manager ensures that TeamDynamix is configured to support the major incident management process.
Process Owner: Problem Manager – The problem manager owns the problem management process, which means they can speak to the process and work with process stakeholders as needed. For the TeamDynamix implementation, the problem manager ensures that TeamDynamix is configured to support the problem management process.
Process Owner: Project Management Process – The project management process owner owns the project management process, which means they can speak to the process and work with process stakeholders as needed. For the TeamDynamix implementation, the project management process manager ensures that TeamDynamix is configured to support the project management process.
Process Owner: Portfolio Management – The portfolio management process owner owns the portfolio management process, which means they can speak to the process and work with process stakeholders as needed. For the TeamDynamix implementation, the portfolio management process manager ensures that TeamDynamix is configured to support the portfolio management process.
Process Owners: Enterprise Request Management (ERM) – People who can define the processes for enterprise request management (ERM) applications i.e., additional ticketing applications.
Client Trainer – For “train-the-trainer” engagements, client trainers deliver training. For TeamDynamix-delivered training, client trainers manage the logistics of training.
Training Audiences
The following client users should be included in the appropriate TeamDynamix training sessions:
Project Managers – Anyone managing a project in TeamDynamix.
TDNext Project Team Members – Anyone who may be assigned to a TeamDynamix project.
TDClient Project Team Members – People assigned as a resource but who do not have a TDNext license.
TDNext Ticketing Technicians – Anyone who may work on tickets within TeamDynamix.