Work Management Readiness Course Syllabus

Summary

A description of each module in the TeamDynamix Readiness Course

Body

Overview

The TeamDynamix Readiness Course was designed to empower organizations to hit the ground running when the implementation starts by providing many of the basic TeamDynamix configuration points in a digestible format. Each individual readiness module is intended to provide the knowledge needed to complete the action items required of you before you meet with your implementation consultant.

Each individual module will begin with learning objectives and will end with a series of action items that you must complete. These modules are not intended to teach you everything about TeamDynamix, but rather to teach you the basic understanding of TeamDynamix so that you can engage in meaningful conversation with your implementation consultant after the hand off. The table below shows the estimated time it will take to complete the action items in each module. Please keep in mind that this time can be distributed across multiple individuals.

Each session/module has 2 hours allotted for it, but it is common for the sessions to average a 90 min duration.

Module Descriptions

Module Title
Track (ITSM or PPM)
Description
Roles That Should Attend
Est Time to
Complete
Action Items
On the Wednesday before each cycle, we hold an optional Introduction to Service Catalog Process Workshop at 1pm Est
WEEK 1
Introduction to TDX
ITSM PPM		 High level concepts around TDX to give you a good baseline of knowledge, and some housekeeping items, such as logging into your environment(s), prod vs sandbox, signing up for the status page, etc.
  • Project Manager
  • TDX Global Admins
 30 mins
Foundations
ITSM PPM		 The essential building blocks of TeamDynamix that touch all areas of the tool, e.g., importing in departments, building/room data, groups for routing work and controlling visibility, etc.
  • Project Manager
  • TDX Global Admins

2.5 hrs
Client Portal Overview
ITSM PPM		 Styling/branding the customer-facing site for submitting requests (projects and tickets), browsing the knowledge base, and communicating relevant information to customers about project and tickets.
  • Project Manager
  • TDX Global Admins
  • TDX App Admins - Client portal
  • Technical Resources - Web/Marketing

2 hrs
Knowledge Management
ITSM PPM		 Create and manage knowledge articles, KB drafts, and categories. Also includes permissions for internal vs external documentation.
  • Project Manager
  • TDX Global Admins
  • TDX App Admins - Client portal
  • Knowledge managers (optional)
  • Knowledge creators/contributors (optional)

2 hrs
WEEK 2
Core Integrations
ITSM PPM		 SSO configurations, bulk user management options, and email integration tools within TeamDynamix.
  • Project Manager
  • TDX Global Admins
  • Technical Resources - Authentication/SSO
  • Technical Resources - User Management
  • Technical Resources - Email Management
 5 hrs
Service Catalog Management
ITSM		 How to build a Service Catalog within TeamDynamix. There are multiple paths to completing this module and we show you the most common ones. 
  • Project Manager
  • TDX Global Admins
  • TDX App Admins - Client portal
  • Service owners (optional)
  • Help desk contributors (optional)
  • Team leads (optional)

4 hrs
Ticketing Essentials
ITSM		 The essential configuration of ticket management within TeamDynamix, such as tickets forms, attributes, routing work via the form, etc.
  • Project Manager
  • TDX Global Admins
  • TDX App Admins - Tickets
  • Service owners (optional)
  • Help desk contributors (optional)
  • Team leads (optional)

3 hrs
Putting it All Together: Your Ticket Lifecycle
ITSM 		 Discuss the Lifecycle of a Ticket, from creation within the Client Portal to management within TDNext and the Ticketing System. Includes a Q&A / review of the first week of Readiness content specifically on Ticketing and reviewing Week 1's tasks.
  • Project Manager
  • TDX Global Admins
  • TDX App Admins - Tickets
  • Service owners (optional)
  • Help desk contributors (optional)
  • Team leads (optional)
 N/A
WEEK 3
Advanced Ticketing
ITSM		 The advanced configurations of tickets, including workflows, automation rules, and service level agreements (SLAs)
  • Project Manager
  • TDX Global Admins
  • TDX App Admins - Tickets
  • Service owners (optional)
  • Help desk contributors (optional)
  • Team leads (optional)
 1-5 hrs (optional)
Asset Management
ITSM		 Tracking assets and key data points associated with assets, such as vendors, product types, and product models. Excel based imports are the most common way of entered in this data. 
  • Project Manager
  • TDX Global Admins
  • TDX App Admins - Assets/CIs
  • Asset managers (optional)
 3 hrs
Project Management Essentials
PPM		 High-level overview of project management within TDX, covering basic configurations needed to get started with creating projects. Topics covered include Project shell creation, Components, Custom Project Attributes, and Resource Activities.
  • Project Manager
  • TDX Global Admins
  • Project managers involved in configuring TDX
  • PMO employees involved in configuring TDX
 3 hrs

Readiness Recap
ITSM PPM

 Reviewing of content covered during Weeks 2 and 3 during Readiness. There will be time throughout the Readiness Recap session to ask questions and engage with the hosts.
  • Anyone who has attended the Readiness Course and/or viewed recordings and has remaining questions.
 N/A

Details

Details

Article ID: 111732
Created
Tue 7/14/20 9:24 AM
Modified
Thu 11/7/24 9:20 PM

Related Articles

Related Articles (2)

C.A.I Training Syllabus
A description of each module in the TeamDynamix C.A.I Training Course
iPaaS Core Topics Training Syllabus
This article outlines the modules in the iPaaS Core Topics training course, a training series designed to empower organizations to start using the iPaaS platform by providing an overview of the iPaaS platform in a digestible format.