ITSM

Question 1

Can you launch other applications from the software? IE: if we wanted to script it to launch the SCCM remote control agent?

Answer 1

We offer integration with Bomgar to launch a remote control agent from within TDX

Otherwise URLs can be stored as static custom fields within tickets

Question 2

Can you enforce formats when inputting data into a field? IE: say it was a phone numbers and needed to be in this format x-xxx-xxx-xxxx

Answer 2

Short text fields can enforce integers, numbers with decimals, or text

Question 3

Can you integrate with other databases at the SQL level?  IE: could we create a connection to another database and query it via SQL to pull data into Team Dynamix? This would be if there was not an integration available.

Answer 3

With private cloud you get direct database access.

Question 4

Can you track vendors in the software? If so can you create custom vendor forms, add multiple contacts, etc?

Answer 4

Yes. You can create custom vendor attributes to store whatever extra information including multiple contacts

Question 5

Can you incorporate end-user surveys based on SLA or randomly on an incident/service request?

Answer 5

Yes, you can have multiple surveys and define the criteria for sending each.

Question 6

Can you search for files attached to incidents/service requests/change requests?

Answer 6

Yes

Question 7

Can you color code incidents/service requests based on metrics such as SLA breached?

Answer 7

Since our platform is WCAG 2.1 compliant color coding is limited. You can change the priority and send e-mail notifications when SLAs are breached. Our workspaces view will also change some text to red when a due date is past.

Question 8

Can you assign a lifecycle status to a service catalog item?  IE: Active, New, Retired, etc.

Answer 8

Yes, they can be assigned to active or inactive

Question 9

Can you associate different service levels with the same service catalog item? IE: VIP, etc.

Answer 9

Yes

Question 10

Can you associate maintenance/blackout windows with a service catalog item?

Answer 10

The associated Cis or assets underpinning the service can, and then the service can be marked as dependant on those assets/CIs

Question 11

Can you map Cis to a service to indicate what Cis support a particular service?

Answer 11

Yes

Question 12

Do service catalog items have an audit history of changes?

Answer 12

Yes

Question 13

Is your support 24/7?

Answer 13

Support resources are available from 8 a.m. to 9 p.m. ET. Self-service is available by accessing the TeamDynamix portal and Knowledge Base, available 24 hours a day, 7 days a week. 

Question 14

Does Team Dynamix deal with all data backups or are there any requirements for the customer?

Answer 14

TeamDynamix manages data backups. With private cloud the customer can also control this functionality.

Question 15

We want to be able to rent out space to the public. How can we do that using TDX?

Answer 15

You can have a service request specifically for reserving space. This can be available to the public. They can use the form to provide all information needed, then you can route it to the correct individual or group, and they can reach out and get it scheduled.

TDX does not have the functionality to check if that time/room is actually available - this would need to be done via another system.

Question 16

Can you merge tickets in TDX?

Answer 16

Yes. Go into the ticket > Actions > Merge Into > Choose the other ticket.
You can then choose to add the requestor as a contact, move ticket tasks, and notify responsible resource. It will also give you a big box of information with exactly how all of the data will be merged.

Once you have merged the ticket, the old ticket is deleted. If someone searches for the old ticket number, it’ll give them a message saying that it was merged and a link to the new ticket.

Question 17

Are locations per-asset app or are they across the board? When we get a new building do I have to go build them into every application?

Answer 17

Locations and rooms are global. When you configure them, they will be available for all applications.

Question 18

What do we do different on an ESM-only demo?

Answer 18

Don’t show incident/problem/change management.
Use examples specifically for student services/marketing/etc. rather than IT examples.
Change your verbiage to talk like that department.
Talk about how they can admin their own section - change KB & service catalog, as well as forms.

Question 19

Can we send out communications from an alias email? I.e. we want to send something out to everyone that is late on a payment and then have all of their responses create tickets.

Answer 19

You can send out an email from that alias email, and then all of the replies that come back will create a ticket in TDX.

Question 20

ITSM focus, then they start talking about something that needs iPaaS. What’s your response?

Answer 20

This sounds like it would be a great fit for our advanced integration and automation platform. It allows you to build integrations and automations without a developer. Its a drag and drop platform where you can build in any logic that you need, and you can connect to any third party system. It’s also vendor agnostic - so while many tools like this would require TeamDynamix to be a part of the integration, our tool can be used to build integrations for your entire business - even 3rd party to 3rd party.

Question 21

I added a CI attribute, but it isn’t showing when I add a new CI. Any thoughts on what I may have missed?

Answer 21

Did you add it to the CI form?

Question 22

Are you certified with Pink Verify?
(and what is Pink Verify)

Answer 22

Pink Verify certifies projects as being ITIL aligned. We are not certified because it’s very expensive to get certified, and we decided it was better to invest in our platform.

RFPIO Answer:
TeamDynamix employs people at all levels who are ITIL certified, and we fully support ITIL standards in the platform.
We understand that the certification can be helpful to lean on for peace of mind that we align with industry best practices. However, we focus more on understanding our clients’ needs and partnering with them to help translate best practices into what will work in their organization to generate the best possible outcome rather than being tied to a specific methodology. We also made the business decision to commit the several hundred thousand dollars that we would pay Pink Elephant for certification towards investment in expanding and improving our platforms.

Question 23

Are you on GovCloud?

Question 24

Where are we hosted?

Question 25

What programming language was used to build our platform?

Answer 25

C# - backend database is SQL server

Question 26

We have lots of different types of assets - windows, macs, etc. We have different systems to manage those. What assets can you have in TDX? (And how does it all work together)

Question 27

Do you have a chatbot?

Question 28

Do you have a mobile app?

Question 29

Do you integrate with Slack or Teams?

Question 30

Do you have a way to screenshare with users?

Answer 30

Yes, we natively integrate with BeyondTrust - which was formerly Bomgar. There’s two different ways you can use this:

1) You are able to start a remote session directly from a ticket, and then when the session is completed a comment will be added to the feed containing the information from the session.

2) You can also embed a bomgar session link into the client portal. This link will allow Bomgar sessions to start once a Client user has authenticated to the Portal. Following the completion of the Bomgar session, a ticket will be created based on the settings defined in the TeamDynamix Administration site.

Question 31

What integrations do you have?

Question 32

Do you have workflows?

Question 33

Do you do software asset management?

Answer 34

<What questions lead us to talking about discovery, and how do we answer it?

Question 35

When a ticket comes off of hold, will the responsible person be notified via email?

Answer 35

Yes, they will.