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- 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
Change Management Roll Out
- Identify set of service offerings (ITSM Team)
- Identify stakeholders for each offering (ITSM Team)
- Bring stakeholders together with core Remedy team (Garry, Dave, Pat and Chris G) - 1 meeting
- Benefits of using change management
- Overview of change, approvals and reports
- Identify change advocate for each offering (service coordinator?)
- Map process with stakeholders (need to decide whether it's 1 meeting per service offering or if some can be bundled together)
- What is working
- What would you want to change
- Information needed in a change ticket
- Identify support groups involved
- Identify roles needs
- Identify approval levels
- Identify any reports needed
- System administrator builds process as identified above in Remedy (Dave with Pat building reports) - 2 weeks
- Testing by stakeholders to see if the process works as expected in the tool - 2 weeks
- QA of tickets over time by service coordinator – 4 weeks
- Core Remedy team makes any tweaks as needed once testing and QA are complete to allow service offering to transition to steady state – 2 weeks
Select next group of service offerings and start over again!