Remedy Roll Out Process
Using Change Management as our pilot…
- Identify target set of service offerings to bring in
- Bring stakeholders for individual service together with core Remedy team
Discuss benefits of using change management
Share overview of change, approvals and reports
Identify advocate for each offering (they would lead the stakeholders during the initial effort and sustain it once roll out was completed)
- Map business processes for individual service with stakeholders (here we could propose a canned configuration that is fairly simple: i.e. changes logged with ability to self approve)
Identify kinds of changes inherent in running that service
Decide level of information needed in a ticket
Identify support groups involved
Identify roles needs
Identify approval levels (if any)
Identify any reports needed
- System administrator configures support groups, approvals, etc., as identified above
- Stakeholders test to see if the process works as expected
- QA of tickets over time by service advocate
- Remedy team makes any tweaks as needed once testing and QA are complete to allow service offering to transition to steady state
- Select next group of service offerings and start over again
Review current state of Remedy configuration
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Change Management Roll Out
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