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Remedy Roll Out Process

Using Change Management as our pilot…

1. Identify target set of service offerings to bring in
2. Bring stakeholders for individual service together with core Remedy team: Step 2 - Remedy Change Management Demonstration
   1. Discuss benefits of using change management
   2. Share overview of change, approvals and reports
   3. Share link to introductory material and wiki, including Remedy eLearning Course
   4. Identify advocate for each offering (they would lead the stakeholders during the initial effort and sustain it once roll out was completed)
3. 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): Step 3 - Business Analysis Meeting
   1. Identify kinds of changes inherent in running that service
   2. Decide level of information needed in a ticket
   3. Identify support groups involved
   4. Identify roles needs
   5. Identify approval levels (if any)
   6. Identify any reports needed
4. System administrator configures support groups, approvals, etc., as identified above
5. Stakeholders Stakeholders test to see if the process works as expected
6. QA of  of tickets over time by service advocate
7. Remedy team makes any tweaks as needed once testing and QA are complete to allow service offering to transition to steady state
8. 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

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