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Overall experience with TeamDynamix ITSM
“TDX: Great tool + Great Support = Enormous Potential!”
“Easy to use but could use some improvements”
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Company Description
TeamDynamix offers no-code IT Service Management (ITSM/ESM) with enterprise automation and integration. The platform is designed to reduce admin burden while allowing for organizations to expand and scale usage. With integrated PPM, you can easily model resource capacity and gain a single view across all work. Easily create custom forms, fields, workflows, automation and integrations without the need for technical resources. Scale to HR, Facilities, Legal and other teams without the need for IT admin support. Deploy a stellar portal with integrated Conversational AI for multi-channel chat / SMS / email / social support. The platform allows for multiple client portals, easy drag-and-drop design, and the ability to embed custom forms to both the portal and within chat interactions. Custom dashboards, reporting and workspaces give both IT leadership and technicians the ability to easily organize work, view SLAs, manage against the ITIL framework, and dig into root-cause analysis.
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TeamDynamix ITSM Likes & Dislikes
- Interface is designed well. Clean and simple. Now two years in, the GUI has had a significant update and a much better mobile experience implemented. - It has robust integration capabilities (through iPaaS) Now two years in, our use of the integration platform continues to grow as we have built complex forms for procurement and other areas as well as automated several processes. We have more ideas on things to do than time to do them. - Its native features like PPM, Asset Management, and ticket management are robust and integrated with each other well.
1. Great Support for answers and addressing major outages 2. Ease of use for clients and technicians 3. Improvements are made approximately twice a year.
Coming from a legacy ITSM solution one of the most important things for us was ease of management. Our old system was extremely difficult to make changes and required a significant time investment for training. Team Dynamix is the complete opposite. First, its super easy to create, manage and maintain your service portal which is key to drive engagement from your end users. Second, reporting went from being a task that admins took on to something every end user can do with very little onboarding. Lastly, the integration points for TDX are easily configured and deployed leading to a much more rich environment.
- Project Management is one app. So all entities across our enterprise have to share base configurations. I wish it were more like ticketing were very few things were shared and more control could be given to different areas. Right now our IT PMO is deploying PPM and I suspect a couple decisions will have to be revisited once business units want to start using PPM. - Now two years in, I believe this is on the roadmap to resolve. - Dependencies cannot be created between native fields. This was a pain point we weren't expecting and caused us to rethink a couple decisions. - While the API libraries are pretty comprehensive, we have run into a couple of situations where an API to perform a specific task didnt exist.
1. Enhancement Request Process is lacking. I wish there was a better way of addressing enhancements instead of everyone submitting their own request. Upvoting would be nice. Also, it takes a long time for enhancements to be addressed. 2. The outage page is behind a login. 3. Consistency on the backend. Some things require HTML, others don't, some things can be copied, others can't. It would be nice to have consistency across the platform. 4. Find a way to make iPaaS available to clients that don't have a huge amount of money to spend on this feature.
The things I most dislike about Team Dynamix is the iPaaS solution. While out of the box integrations are incredibly easy to configure and deploy, if you stray outside of the box things become very complicated very quickly. iPaaS requires a non-trivial amount of knowledge and time to really master. Secondly, I really dislike the way that change management is done inside of TDX, Change Tickets are just incidents or requests, we had to really think outside the box to get our change management process to fit our needs. That said, what we have in place now is really great, but the process in getting there was a bit disappointing.
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TeamDynamix ITSM Reviews and Ratings
- ASSISTANT DIRECTOR OF SERVICE MANAGEMENTGov't/PS/EdEducationReview Source
TDX: Great tool + Great Support = Enormous Potential!
We had the pleasure of working with several TeamDynamix staff while investigating tools, during the implementation and now post implementation. They were all great people to work with. Our implementation occurred during a period of significant organizational change and the team was always patient, understanding, and helpful. Now two years in, we have been happy with the reliability, ongoing support and collaboration with TeamDynamix. We have expanded the use of the ITSM/ticketing tool to 30 plus business units across our organization and plan on continuing that expansion. The units include HR, finance, travel, central IT, machine shop operations and others. - IT Manager1B-10B USDBankingReview Source
Initial Training Presents Challenges but Lays Foundation for Successful Implementation
Team Dynamix was great from the start. They brought in experienced engineers to answer our questions, perform demos and worked closely with us on the financials to get the project off the ground. Moving into implementation, things went incredibly smoothly. The only criticism I have is something that I both love and hate about TDX. New customers are required to go through a lengthy training and with our small implementation team this was really hard to carve out time to complete. However, the part I love is that going through this training really laid the groundwork for us to hit the ground running when the implementation started. After implementation was complete, TDX's support has been great. We very rarely wait more than 24hrs for a response from support and the technicians are very knowledgeable. - Manager, Project Management1B-10B USDSoftwareReview Source
Strong Partnership and flexible platform enable us to modernize service management and accelerate operationl maturity with TeamDynamix
We have been able to quickly move forward with our organizational goals thanks to the strong partnership with TeamDynamix and the capabilities of their Service Management Platform. The platform provides the structure and flexibility we need to modernize our service management and improve operational visibility. TeamDynamix has been responsive, collaborative and supportive during our implementation helping us build a solid foundation for future growth and continuous improvement - Director of ITGov't/PS/EdEducationReview Source
The implementation and support team at TeamDynamix exceeds expectations. The product is powerful, simple, and easy to use
TeamDynamix has been a really solid solution for our enterprise-wide ITSM. Their implementation team was outstanding and went above and beyond to ensure a successful rollout. Simple workflows and automation building is shockingly easy and has a very low barrier to entry as an administrator. Our company utilizes iPaas as we really needed full customization capabilities to do very complex workflows, integrations, etc. We've been pleasantly surprised with how effective and simple this custom development tool to TeamDynamix is. The reporting features that come with TeamDynamix leave a little to be desired, but we've been able to meet our needs by adding in third party tools like PowerBI and custom coded reporting dashboards. TeamDynamix's reporting is easy to use and is effective for the average technicians needs though. Support tickets to TeamDynamix are always handled promptly. We've had minimal issues, but when we need help, they are always supportive. - IT Manager<50M USDHealthcare and BiotechReview Source
Seamless implementation, Rock-Solid Stability and Exceptional Ongoing Support
My experience with TDX has been outstanding across the board. Every point of contact - from sales and trainers to consultants, account management and support - has been exceptional. The implementation and training plans were highly structured, which made the learning process incredibly smooth. I specifically appreciate that, post implementation, they assign consultants based on their expertise, ensuring we get the best possible guidance. The system has been extremely reliable with zero downtime based on my experience, and the vendor keeps us engaged through constant enhancements, webinars, and a collaborative client community. System maintenance is also well-organized and strictly follows a predictable schedule, so we always know what to expect. I also value the sandbox environment, which allows us to safely explore features and test changes without impacting our live production data.