TeamDynamix Vocabulary

Summary

This article contains key TeamDynamix terms and definitions.

Body

Introduction

The following provides a reference to key TeamDynamix terminology.

Terms

The following lists some of the key TeamDynamix Terms:

Acct/Dept

The Acct/Dept field represents the Department for which the project is being requested.

Application Menu

The route to opening applications in TDNext, often referred to as 'the waffle".  

Article

A singular entry within the Knowledge Base.

Article Owner

The individual who manages a Knowledge Base article and is notified of feedback (depending on the Notify Owner of Feedback setting).

Asset

 An asset is any hardware, software, or consumable within an environment. Assets of a service provider include anything that could contribute to the delivery of a service.

Asset Attributes

A version of Custom Attributes specific to Assets

Blackout Windows

 times during which changes cannot be scheduled or performed

Briefcase

Files repository of files related to the project, organized into folders.

Client

A user whom can  authenticate to TDClient and access areas such as the Service Catalog, Knowledge Base, and their requests. 

Community

TeamDynamix centric website serving as place clients can connect with one another, discover helpful industry content as well as access downloads, articles, webinars and discussion forums.

Configuration Item Attributes

A version of Custom Attributes specific to Configuration Items/Assets.

Configuration Items

components of an infrastructure that currently is, or soon will be under configuration management. CIs include both Assets of the environment and Services that are provided.

Contact

A record of contact information (name, phone, email…) of an individual, nothing can be associated to a Contact nor can they authenticate to the environment

Contacts

People associated with a project. Automatically includes any listed project resources and project stakeholders.

Contracts

Documentation of the contract or warranty that is provided for an asset.

Creator

The individual whom created the request. Depending on the point of entry it is possible for the requestor to also be the creator. 

Custom Attributes

Custom attributes provide you the ability to create fields for data capture

Customer

A people record in of an individual at the institution, a customer cannot authenticate into the environment

Description

The full details of a request, including any appropriate circumstances or supplementary information that may aid in completing it.

Desktop

A collection of delivered modules and custom reports to give a snapshot view of current activity in the environment.

Feed

An audit trail, with time and date, of all activity on the entry (ticket, project, issue, etc.). The Feed also supports comments to communicate with resources on the entry.

File Cabinet Attributes

A version of Custom Attributes specific to the File Cabinet 

Functional Roles

define the primary and secondary job duties that a user performs. After defining a set of Functional Roles, users will need to be assigned these values as this will help project managers assign users to projects based on his or her capabilities.

Groups

A collection of users, groups serve the purpose of assigning responsibility, content sharing, and content visibility/permissions. 

ID

Unique identifier of an item that is a numeric ID, i.e. “12345.” This number does not change as modifications are made to the item.

Impact

A factor in on determining the priority of a ticket. It is the measure of the effect of an incident on business processes. Criteria to calculate impact include, amount of potential financial losses and amount of affected users. 

Issue

Issues are problems, gaps, inconsistencies, or conflicts that occur unexpectedly in the lifecycle of a project. 

Issue Attribute 

A version of Custom Attributes specific to project issues

Knowledge Base

The Knowledge Base is the TeamDynamix solution for Knowledge Management. According to ITIL Knowledge Management aims to gather, analyze, store, and share knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.

Knowledge Base Category

In the Knowledge Base, a category is a grouping that organizes articles.

Licensed User

A licensed user refers to a TeamDynamix user whom has a paid license associated to their account. These users can access TDNext.

Location

The reference to a place, often a building, of which is where an incident or asset is located. 

Location Room

The reference to the specific room within a Location of which is where an incident or asset is located. 

Maintenance Schedules 

Period of time designated in advance by the technical staff, during which preventive maintenance that could cause disruption of service, may be performed.

My Accomplishments

Section within My Work application that lists the authenticated user's completed tasks, tickets, and issues.

My Approvals

Section within My Work application that lists approvals for resource requests, time reports, project requests, and service requests assigned to the authenticated user.

My Articles

An area within Knowledge Base dedicated to all articles the authenticated used is the owner of.

My Assignments

Section within My Work application that lists what has been assigned to the authenticated user.

My Schedule

Section within My Work application that lists the hours the authenticated user is scheduled for on a project or workspace.

My Work

Section within My Work application that lists …

Primary Manager

A project can have two managers, Primary Manager and Alternate Manager. The Primary Manager has ability to change the project manager while the Alternate Manager cannot perform that function. 

Primary Responsibility 

The person or group that is listed as responsible for the completion of the ticket.

Priority 

Based on impact and urgency, and is used to identify required times for actions to be taken

Request Form

The custom form associated with a service that the requestor will complete on the Client Portal.

Requestor

The individual that is asking for service to be preformed. 

Resource

A user whom is added as a member of a project to add value by completing tasks and/or managing the project

Responsible Group

The group of users that is primarily responsible for the completion of a ticket. 

Reviewer

An user who can be notified when a ticket comes in, however not made responsible of the ticket. Tickets that one is the reviewer for can be found in the "Awaiting My Review" section in a ticket application.

Service

The specific offering or activity performed that achieves outcomes for the customer without the ownership of the costs and risks. Services in TeamDynamix all reside in the Service Catalog on the Client Portal.

Service Catalog

The TeamDynamix Service Catalog is one of the primary foundational configuration areas of the application. As you've undoubtedly heard by now, the formal definition of a Service (according to ITIL) is "a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks."

Service Catalog Category

In the Service Catalog, a category is a grouping that organizes services.

Service Level Agreement (SLA)

Contract between a service provider (either internal or external) and the client that defines the level of service expected from the service provider. Configured to achieve Respond By and Resolve By metrics in defined time amounts.

Service Manager

The individual or group who is primarily responsible for maintaining and updating this service as appropriate. 

Source

An indication of where the ticket request is coming form. i.e. client portal, phone call, etc.

Standard Reports

Found in many of the applications, most notably Analysis, these are delivered/out-of-the-box TeamDynamix reports. 

Status

Represents the state the entity (ticket, project, issue, etc.) is in. 

Survey

A questionnaire to be sent to the requestor following the completion of a project or ticket.

Tags

Labels attached to a service, article, or ticket for the means of identification or improving search results. 

Task Template

Predefined list of tasks, that are in order and may include predecessors, that can applied to an existing ticket.

TDAdmin

Administrative setup interface used to configure TeamDynamix.

TDClient

Client/end-user interface accessible by all users.

TDMobile

An interface designed for devices that cannot access TDClient or TDNext. It provides basic and responsive access to some parts of TeamDynamix.

TDNext

The application suite interface for licensed users.

Ticket Classification

The indication of the kind of ticket. There are five Ticket Classifications: Incident, Problem, Change, Release, and Service Request. 

Ticket ID

Unique identifier of that is a numeric ID, i.e. “12345.” This number does not change even if the ticket classification changes.

Ticket Type

The type field is used to identify the nature of the work being done on a ticket.

Ticket Type Categories 

Used for organization and for reporting (if desired), it is a grouping of alike Ticket Types.

Tickets Attributes

A version of Custom Attributes specific to a Tickets Application

Title

A short description or name to explain the nature of the request.

Update

Action to fill in the current condition of the ticket, project, or issue in TeamDynamix. i.e. Update the status 

Urgency

A factor in on determining the priority of a ticket. The time it takes to an incident to have a significant impact on business. 

User

A people record who in which can authenticate in to the environment, depending on the level of access a user can access TDNext and/or TDClient

Workspace

A collaborative space that provides the ability to track initiatives that are similar but not quite a project. Workspaces can have resources assigned and scheduled, time can be tracked against them, and they can even have specific ticket types associated with them.

Additional Information

If you have questions, please contact Chris Middleton.

Details

Details

Article ID: 32683
Created
Thu 6/29/17 8:59 AM
Modified
Mon 7/17/23 10:45 AM

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