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!