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
- 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!