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: Step 2 - Remedy Change Management Demonstration
- Discuss benefits of using change management
- Share overview
Review current state of Remedy configuration – 1 meeting
- Do we have the right set of roles established? Do we need to add or change any?
- Are we categorizing tickets at the right level (business service vs technical service)?
- What tweaks, if any, do we want to make before bringing new service offerings in?
- Make any needed changes to Remedy set up based on discussion above
Change Management Roll Out
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- of change, approvals and reports
- Share link to introductory material and wiki, including Remedy eLearning Course
- Identify
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- advocate for each offering (
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- they would lead the stakeholders during the initial effort and sustain it once roll out was completed)
- Map
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- business processes for individual service with stakeholders (
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- propose a canned configuration that is fairly simple: i.e. changes logged with ability to self approve: Step 3 - Business Analysis Meeting
- Identify kinds of changes inherent in running that service
- Decide level of information needed in a
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- ticket
- Identify support groups involved
- Identify roles needs
- Identify approval levels (if any)
- Identify any reports needed
- System administrator
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- configures support groups, approvals, etc., as identified above
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- Stakeholders test
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- to see if the process works as expected
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- of tickets over time by service
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- advocate
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- Remedy team makes any tweaks as needed once testing and QA are complete to allow service offering to transition to steady state
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- Select next group of service offerings and start over again
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