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Rich Musal

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RE: Team Dynamic (TDX) PPM tool. Was wondering if anyone has used this platform?

Posted By Rich Musal 04-29-2024 06:45:45 AM
Found In Egroup: Project Management \ view thread
We use both ITSM and PPM at Manhattan College and it works well for us for both. Happy to answer further questions. Rich ----------------------- Richard A. Musal, M.A., M.S., P.D.IT Training Riverdale, NY 10471Phone: 718-862-7933richard.musal@manhattan.edu www.manhattan.edu https://itsblog.manhattan.edu/ ...

RE: IT Service Management Platform

Posted By Rich Musal 03-27-2024 12:35:37 PM
Found In Egroup: Instructional Technologies \ view thread
We use TeamDynamix and love it. Happy to delve further if needed. richard.musal@manhattan.edu to connect offline. ----------------------- Richard A. Musal, M.A., M.S., P.D.IT Training Riverdale, NY 10471Phone: 718-862-7933richard.musal@manhattan.edu www.manhattan.edu https://itsblog.manhattan.edu/ ...

RE: Seeking Info on University PPM Usage

Posted By Rich Musal 02-02-2024 06:33:15 AM
Found In Egroup: Project Management \ view thread
TeamDynamix and sticking with it. Happy to discuss further.Rich ----------------------- Richard A. Musal, M.A., M.S., P.D.IT Training Riverdale, NY 10471Phone: 718-862-7933richard.musal@manhattan.edu www.manhattan.edu -Have a question? Check our Knowledge Base Check on your tickets here: Link to ...

Phone System Migration

Posted By Rich Musal 01-24-2024 07:29:00 AM
Found In Egroup: IT Service Management \ view thread
I was recently tasked with managing our old Avaya IP Office version 10 system. I was also asked to start looking at replacement options. RingCentral jumps out right away. I am still doing my own research, but I figured I would reach out to see what others are using currently if they are happy with it. ...

RE: Looking for a new ITSM product

Posted By Rich Musal 12-11-2023 11:31:50 AM
Found In Egroup: IT Service Management \ view thread
We have TDX and I love it. I believe we automated the user import process, but I would have to ask someone else about that. Manual import is CSV following their template. If you have any questions or want to see our setup: richard.musal@manhattan.edu ----------------------- Richard A. Musal, M.A., M.S., ...

RE: Migration from Cherwell to Team Dynamix

Posted By Rich Musal 11-03-2023 10:04:30 AM
Found In Egroup: IT Service Management \ view thread
We did not move from Cherwell, but this may still help. We had a cut over date and did not keep both TDX and the prior system. Any tickets that would not be closed in the old system by the cut over date technicians manually made in the new system to get practice.Rich ----------------------- Richard A. ...

RE: Best practices for representing vendor support in service catalog?

Posted By Rich Musal 10-20-2023 08:42:17 AM
Found In Egroup: IT Service Management \ view thread
We have what our old CIO called stub services for services not provided by ITS that provide the contact info for the service provider. This being said, if your service desk is the first line of contact it should go to them and they can refer as needed. If your SM solution has the ability to create response ...

RE: Hardware Damaged by Negligence

Posted By Rich Musal 09-11-2023 10:32:30 AM
Found In Egroup: IT Support Services \ view thread
If the laptop is provided by our faculty laptop initiative the Dean is notified on accidental damage repairs. Otherwise no action is taken.Rich ----------------------- Richard A. Musal, M.A., M.S., P.D.IT Training Riverdale, NY 10471Phone: 718-862-7933richard.musal@manhattan.edu www.manhattan.edu ...

RE: Ticket Handling and the Incident Management Practice

Posted By Rich Musal 06-27-2023 01:06:37 PM
Found In Egroup: IT Service Management \ view thread
This might be helpful.https://manhattan.teamdynamix.com/TDClient/1932/Portal/Requests/ServiceDet?ID=19257

RE: LinkedIn Learning competitors

Posted By Rich Musal 05-11-2023 10:11:48 AM
Found In Egroup: CIO \ view thread
No replacement for us. We just direct to library. ----------------------- Richard A. Musal, M.A., M.S., P.D.Director of Client Services & Operations, ITS Riverdale, NY 10471Phone: 718-862-7933richard.musal@manhattan.edu www.manhattan.edu -Have a question? Check our Knowledge Base Check on your tickets ...

RE: Evaluating Hardware Vendors

Posted By Rich Musal 05-09-2023 02:24:23 PM
Found In Egroup: IT Support Services \ view thread
We work with Dell. In the past we have worked with HP and Lenovo. We find Dell and Lenovo to be better historically. We stick primarily with Dell now as it places nice with Quest Kace. ----------------------- Richard A. Musal, M.A., M.S., P.D.Director of Client Services & Operations, ITS Riverdale, ...

RE: LinkedIn Learning competitors

Posted By Rich Musal 05-04-2023 07:22:35 AM
Found In Egroup: CIO \ view thread
You may want to look at your local libraries. We were paying for LinkedIn Learning, but discovered that our city library offers it free of charge and shifted to using it that way. Students, even out of state, are eligible to become members of the city library.Rich ----------------------- Richard A. Musal, ...

RE: Seeking for advice how to set up a library iPad loan program

Posted By Rich Musal 05-02-2023 11:31:44 AM
Found In Egroup: Instructional Technologies \ view thread
So this sounds like an iPad distribution program not a loaner program as you are not expecting to get them back. Either way, I would have some sort of asset management system in place so you know who has what device. It can be as simple as a spreadsheet, but if you have Asset management software available, ...

RE: Seeking for advice how to set up a library iPad loan program

Posted By Rich Musal 05-02-2023 06:24:17 AM
Found In Egroup: Instructional Technologies \ view thread
Would these be short term or long term? Like hours, days, weeks, Months, years?What is the goal?Rich ----------------------- Richard A. Musal, M.A., M.S., P.D.Director of Client Services & Operations, ITS Riverdale, NY 10471Phone: 718-862-7933richard.musal@manhattan.edu www.manhattan.edu -Have a ...

RE: Training Help Desk agents

Posted By Rich Musal 04-25-2023 08:36:13 AM
Found In Egroup: IT Support Services \ view thread
We prepared a training course. If you're interested in learning more I can connect you with my training coordinator. Email me at richard.musal@manhattan.edu

RE: Accountability and Mobile AV

Posted By Rich Musal 04-10-2023 09:10:32 AM
Found In Egroup: Instructional Technologies \ view thread
We have two podiums that I can think of that can move. In one case, it has wheel brakes that we lock and that usually does the trick. This one is not moved often. In the other case it is not locked as it is moved often. We have a VERY long cable whip on this so it very easily moves to all desired locations ...

RE: Bookmark Manager - Shared Bookmarks Across the Service Desk Team

Posted By Rich Musal 03-21-2023 01:18:49 PM
Found In Egroup: IT Support Services \ view thread
What ITSM solution do you utilize? I know in TeamDynamix there is a way to make a custom HTML module that would allow you to add whatever links you want and you can add it to your technician's dashboards and it would update as you update it. You can also add links as "applications" and add those apps ...

RE: KCS - Knowledge Centered Service

Posted By Rich Musal 03-07-2023 08:14:21 AM
Found In Egroup: IT Support Services \ view thread
We do what I call modified KCS. We have a team that handles training, including writing articles. So our technicians tag the ticket KCS when they think an article should be made and the training team gets a report of those and makes them. We do not make an article all the time which is how KCS should ...

RE: Fav PM Tool?

Posted By Rich Musal 02-27-2023 01:33:18 PM
Found In Egroup: Project Management \ view thread
TeamDynamix I use and love. Excellent for reporting as well.I used to use Asana and it is pretty robust as well.I would definitely check out these two. Happy to answer any questions. Rich ----------------------- Richard A. Musal, M.A., M.S., P.D.Director of Client Services & Operations, ITS Riverdale, ...

RE: Changing ITSM Tools - Implementation Partners

Posted By Rich Musal 02-22-2023 06:50:17 AM
Found In Egroup: IT Service Management \ view thread
We also used TDX's in house Implementation team and they were stellar. If not already done so, you may want to meet with some current customers to see how they set things up to get some ideas. I would be happy to meet with you, if interested.Rich ----------------------- Richard A. Musal, M.A., M.S., ...