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IT Service Management

ITSM Implementation Academy - Prework Session Agenda
 

Date:
Friday,  June 15, 2007
Time:
1:00 p.m.  – 4:00 p.m.
Location:
DHS Cherry Ave Training Center, 3414 Cherry Ave, Suite 150 (Fort Rock Room)

 

Facilitator:
Melody Riley, Pilot Project Lead
 
Participants:
Help Desk/Service Desk Representatives
IT Asset Coordinators
IT Procurement Staff
Pilot Remedy Application Administrator
Pilot Project Manager
Special Guests:
None
Agenda

 
Topic
Presenter
Length
Outcome
1
Welcome
  • Introductions & Roles
M. Riley
Group
15 minutes
 
2
Review Pilot Project
  • Purpose & Background
  • Working Principles
  • Charter
M. Riley
30 minutes
Gain common understanding of the pilot, working principles, and desired outcomes of the pilot.
3
Review ITSM Academy Outcomes
  • ITIL Processes
  • MoSCoW Requirements
  • IT Asset Management Policy
M. Riley
35 minutes
Gain common understanding of the current academy outcomes. 
4
Review Requirement Analysis Session Objectives & Participants Required
J. Foster
20 minutes
 
 
5
 
Review Homework Assignment for Requirement Sessions
  • Agency Organizational Info
  • Agency Location Information
  • Additional Agency Asset Fields
  • Agency IT Support Structure
  • Service categorization (Incident, Problem, Change, Tasking)
  • Agency People Info (support staff, vendors, customers)
M. Riley
70 minutes
Provide agencies with pre-session work that would be required to complete by the start of the Requirements sessions.
6
Review Remedy Software Licensing and Next Steps for Purchase
G. Woock
20 minutes