Review current state of Remedy configuration – 1 meeting (could we do this as a lessons learned type of thing?)
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 at #3!
Overview
Content Tools
Activity