Project State: 
Active
Status: 
Green
Project Manager: 
Lucas Friedrichsen
Organization: 
Client Services
Reported: 
Monday, November 13, 2017
Description: 

Deploy software supporting ITIL methodologies and use it to improve business processes and provide IT service to our customers.

Desired results include:
- Clarifying who to contact for support and service requests
- Handling complex service requests without requiring customers to place separate requests to multiple teams
- Reduce unnecessary support interruptions to developers
- Deploy a common, integrated toolset to handle ticketed work throughout IT

Status Summary: 

Vendor released version 10 in October.

Service Catalog and Service Request form additions to TeamDynamix.

Starting down the change management road.

Asset management for CN.

HelpDocs transition to TDx Knowledgebase is moving, slowly.

Refinements for groups - intake forms, attributes, e-mail formatting.

Recently Completed: 
  • TDx <-> PCR360 (Telecom management software) integration.
  • Asset syncing between Windows PC management software (SCCM) and TDx.
What's Next: 
  • Change management processes
  • Changing the "from" address on e-mails, e-mail template changes.
  • Service Catalog / service request forms for the groups
  • CN inventory -> TD Asset management - Finalize and rollout
  • Helpdocs to TD Knowledgebase (separate project)
  • Continued refinement within TD. Examples include - request forms, task templates, Asset management, Change management, Knowledgebase, more training.