Client and Application Support

Hi Kjersten,

Technically, Tessitura is an application like any other here.  All errors and minor requests (such as granting price type security) funnel through our IT service desk to Application Support, and actual changes to the system (running non-standard sql scripts and utilities, major configuration and usage changes, etc) go through ITIL change management processes.  If a department is looking to streamline processes or use Tessitura more efficiently, they would go to their account manager for IT who will look at either turning it into a project, or setting up a subgroup from our internal TUG to work through things.  Most everything related to the database side will go to our DBA. 

For us this works well most of the time, though I’ll always wish we could specialise in applications rather than ‘everyone must know about all systems!’

From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Kjersten Schladetzky
Sent: Monday, 19 May 2014 23:29
To: Kathleen Smith
Subject: [Tessitura Technical Forum] Client and Application Support

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!

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Hi Kjersten,

Technically, Tessitura is an application like any other here.  All errors and minor requests (such as granting price type security) funnel through our IT service desk to Application Support, and actual changes to the system (running non-standard sql scripts and utilities, major configuration and usage changes, etc) go through ITIL change management processes.  If a department is looking to streamline processes or use Tessitura more efficiently, they would go to their account manager for IT who will look at either turning it into a project, or setting up a subgroup from our internal TUG to work through things.  Most everything related to the database side will go to our DBA. 

For us this works well most of the time, though I’ll always wish we could specialise in applications rather than ‘everyone must know about all systems!’

From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Kjersten Schladetzky
Sent: Monday, 19 May 2014 23:29
To: Kathleen Smith
Subject: [Tessitura Technical Forum] Client and Application Support

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!

This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Technical Forum. You may reply to this message to post to the Technical forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!

Click here to report this email as spam.