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David Robertson

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RE: Rescheduled Changes in TDX

Posted By David Robertson 01-19-2024 05:00:32 AM
Found In Egroup: IT Service Management \ view thread
We're working on that currently. In our old tool only the change managers could reset the date for the RFC. In TDX, we have iPaaS and are not using the maintenance task, so we use iPaaS to update the start/end dates so that we can use custom attributes to include the time of the RFC. We're adding to ...

RE: Migration from Cherwell to Team Dynamix

Posted By David Robertson 11-03-2023 10:29:55 AM
Found In Egroup: IT Service Management \ view thread
When we moved from EasyVista to TDX, we had a cut-off date. Anything open as of that date was imported using the ticket import tool in TDX. We created a conversion spreadsheet that converted the previous format into something TDX would accept. So that techs could continue working as normal. David ...

RE: Where do you store/publish your services

Posted By David Robertson 08-25-2023 01:38:38 PM
Found In Egroup: IT Service Management \ view thread
7 (TeamDynamix shop) and 1 (currently not the native TDX portal, but a separate website that we are working to move into TDX. David Robertson IT Service Management Team Information Technology Services George Mason University 703-993-2443

RE: Policy for Standard Changes Going Awry

Posted By David Robertson 10-28-2022 07:53:50 AM
Found In Egroup: IT Service Management \ view thread
In our case, the RFC is moved back to a Normal type and put before the review board in the next meeting to discuss what happened and what is being done to resolve so the next attempt will be successful. If a Standard is faulted, our workflow will allow the submitter to resubmit, but the Change type will ...

RE: Survey Response Analysis

Posted By David Robertson 08-19-2022 07:16:53 AM
Found In Egroup: IT Support Services \ view thread
We use TeamDynamix for ticketing and surveys. Some groups use it for anecdotal, others use it for statistical. We developed reports for managers to review, some will forward good survey results to the user, others just maintain a list for when reviews are due. We use a 1-5 scale, 1 being low, 5 being ...

RE: Change Management - Failed Changes

Posted By David Robertson 08-19-2022 05:25:39 AM
Found In Egroup: IT Service Management \ view thread
We have a similar process, a failed Standard Change gets reviewed to see why it failed, and a discussion on if the type should change from Standard to Normal for a period of time in order to show that they issues leading to the failure won't continue. David Robertson Interim Manager IT Service Management ...

RE: How to do configure your service management tool to capture detailed metrics?

Posted By David Robertson 05-20-2022 05:45:03 AM
Found In Egroup: IT Service Management \ view thread
We're also using TeamDynamix. In the form, you can set an attribute that asks for what equipment in the room is having the issue, then run a report based off that field and form so you know what issues are projector, desktop computer, camera, sound system, etc. We can talk about this offline if you'd ...

RE: Service Design

Posted By David Robertson 12-01-2021 06:49:21 AM
Found In Egroup: IT Service Management \ view thread
Sorry, forgot to attach the SDP. David Robertson Interim Manager IT Service Management George Mason University drobert5@gmu.edu 703-993-2443

Service Design Attachments

Posted By David Robertson 12-01-2021 06:49:20 AM
Found In Library: IT Service Management (ITSM)

RE: Service Design

Posted By David Robertson 12-01-2021 05:12:24 AM
Found In Egroup: IT Service Management \ view thread
I don't think we've hit mature yet, but our process is to have new services go through a process. We have a service design package that is completed by the person requesting the new service. It is reviewed by our ITSM Steering Committee (directors and front line support managers). Once it is approved, ...

RE: IT Documentation

Posted By David Robertson 10-28-2021 07:01:41 AM
Found In Egroup: CIO \ view thread
We've created a template for process documentation, then have one of our analysts sit in on the project to build the documentation as the project moves forward so that at the end of the project the documentation is ready for review/approval. Unfortunately, we have limited analysts, so it doesn't happen ...