Item: TeamDynamix IT Service Management (ITSM)
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Our company needed an efficient way to track trouble tickets and help us automate tasks that sometimes are only preformed a few times a year. We operate an IT service desk, but we also have several departments that also run their own service desks for daily issues our end-users face. We had also recently started up a new project management office, and we were currently using multiple websites to accomplish all these tasks. We were looking for an all-in-one solution. We wanted to create efficiencies and condense our services into one centrally located solution.

Pros and Cons

Ticket tracking and entry.
Project Tracking
Service Catalog Offerings
End-User Portal Portal
Reporting

Many decisions must be made to implement the tool, which can be a challenge for companies that don't already have an established ticketing or project management system.
The modules you create such as ticketing applications can't be deleted once they are made.
You can't copy all your settings from one application module to another.

Return on Investment

We have already been able to have insight into how many tickets for service requests we do in any particular time frame. We were surprised to find that we had as many as 300 tickets on our small support team in just a month's time.
We can centrally locate all of our how-to documents and other information that usually lives just in the memories of our employees. We have hundreds of documents that will now not be spread over Teams, workstations, and document folders but will be centrally located and searchable for years to come.

Alternatives Considered

SolarWinds Web Help Desk (WHD), ServiceNow Customer Service Management and monday.com

There are plenty of programs and websites out there that do the same things, but when compared to TeamDynamix and their level of support that they provide, I don't feel that it can be matched. The simple UI for our end-users and technicians creates a tremendous amount of value. The cost of TeamDynamix is not the cheapest of the bunch, but also not the most expensive. At the same time, I think we get a lot of value for the price we pay for their services.

Key Insights

Do you think TeamDynamix IT Service Management (ITSM) delivers good value for the price?

Yes

Are you happy with TeamDynamix IT Service Management (ITSM)'s feature set?

Yes

Did TeamDynamix IT Service Management (ITSM) live up to sales and marketing promises?

Yes

Did implementation of TeamDynamix IT Service Management (ITSM) go as expected?

Yes

Would you buy TeamDynamix IT Service Management (ITSM) again?

Yes

Other Software Used

Microsoft Teams, Microsoft 365

Likelihood to Recommend

TeamDynamix is great for any organization that has established any kind of support group, whether it's in IT, project management, facilities, etc. This tool can also aid in tracking decision making with its change management abilities. The added knowledge base system is also a huge improvement to any company, as there is now a searchable database of information that use to only live in other people's minds. If you are willing to put the effort and work into the system, it can prove to be a very valuable addition to your toolbelt.

Great company and a great tool!

Overall Satisfaction with TeamDynamix IT Service Management (ITSM)