I'm curious to hear how other organizations, especially larger ones, have structured their Tessitura support as well as how Tessitura support fits into the overall IT support picture. Some specific questions we have: What does change management for Tessitura look like? Do Tessitura requests go through the help desk? If so, how are they assigned and prioritized? Do you have the same folks doing both application and database support? And of course most of all I'd love any thoughts on what has worked well and what you tried and changed.
Thanks in advance!
Tessitura is treated as a normal application, except when something financial/money making doesn't work. Ours go through the helpdesk as normal and sent to the appropriate person. Tier 1 for (re)installation. For application faults this goes through one of 4 people depending on its relevance (2 of which being Devs - dba&web).
We did have departmental champions who were the first call before the call went in to IT, which worked quite well.