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About Us
Overview
DAS EISPD is sponsoring the IT Service Management Academy for “Pilot Proof of Concept” implementation and configuration of the Enterprise Remedy IT Service Management Suite. The academy is designed as a project-based learning environment that will help educate the participants on ITIL best practices at the same time they are identifying the configuration needs of Remedy IT Service Management Suite. At the end of the academy, there will be an instance of the suite implemented and configured at the State Data Center. While the State Data Center and DAS Technology Support Center will immediately use the tool, other agencies are highly encouraged to participate in the academy so that the tool is configured to address the needs of the enterprise.

Goals
  • Prove that one instance with multiple views will support multiple business needs and multiple agencies. Specifically, server/network for SDC and LAN/Desktop for DAS TSC.
  • Prove that multiple agencies IT asset data could reside on this instance and reports can be generated separating data but also roll-up into one report. This can be accomplished because of the various IT assets that SDC will be acquiring and the client agencies that are supported by TSC.
  • Prove that Remedy IT Service Management suite of tools will support a comprehensive and effective configuration management database; IT asset management including all hardware, software, and peripherals from an IT business and financial perspective.
  • Collaboratively implement and configure Remedy IT Service Management Suite to address the needs of the enterprise.
  • Create work products that can be shared and reused by state agencies
  • Educate participants about State of Oregon IT Asset Management policies and IT Infrastructure Library best practices framework.
  • Utilize best practices in project management and systems development.
 

Methodology
The academy will incorporate project management processes to help facilitate the academy project from Initiation to Closing. For the application development component, the participants will follow the Dynamic Systems Development Methodology, which is an iterative process based on prototyping with heavy user involvement, as they configure the IT Service Management application. Vendor and TSC staff will provide the actual application configuration work and the State Data Center will host the application.
 

Outcomes
  • Data models for Configuration Management Database (CMDB)
  • Functional IT Service Management models
  • Fully configured and implemented IT Service Management system (Help Desk, Asset Management, & Change Management)
  • Collection of IT Business processes and best practices
 

Resources
Approved Academy Charter
Updated Charter
Enterprise IT Service Management Business Case
IT Service Management Letter of Commitment
Preliminary IT Service Management Requirements
Approved Working Principles
Approved Incident Management Process Flow
Approved Problem Management Process Flow
Approved Configuration Management Process Flow
Approved Change Management Process Flow
Identified Reporting Requirements
Asset Management and Configuration Management requirements