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IT Service Management

Schedule & Syllabus
Schedule: Sessions are every Monday from 8:30 am - 12:00 noon.
 
Location:  Publishing and Distribution
                 Large Conference Room
                 550 Airport Road
                 Salem, OR 97301
 
Parking:    You may park in the P&D parking lot at no charge.
 
 
 

Session
Description of Topic
Date
Time
1
Academy Pre-session - ITSM Overview
8:30am-12:00 noon
2
Beginning the IT Service Management Transformation
8:30am-12:00 noon
3
Overview of ITIL and Service Support Management
8:30am-12:00 noon
4
Review of Remedy Out-of-the-Box
8:30am-12:00 noon
5
ITSM Processes Part 1-Identifying, defining, approving
8:30am-12:00 noon
6
ITSM Processes Part 2-Identifying, defining, approving
8:30am-12:00 noon
***************************ACADEMY BREAK FOR RFP***************************
7
Reporting Requirements and CMDB 06/05/06
8:30am-12:00 noon
***************************ACADEMY BREAK FOR RFP***************************
PreworkPrework Session Agenda 06/15/071:00 pm-4:00 pm
8
Requirements of Asset Management
08/20/07
8:30am-4:00 pm
9
Configuring Asset Management
TBD
8:30am-12:00 noon
10
Requirements of Help Desk Module
TBD
8:30am-12:00 noon
11
Configuring Help Desk Module
TBD
8:30am-12:00 noon
12
Requirements of Change Management Module
TBD
8:30am-12:00 noon
13
Configuring Change Management Module
TBD
8:30am-12:00 noon
14
Using Auto-Discovery and Completing the CMDB
TBD
8:30am-12:00 noon
15
Putting it all Together and Final Roll-out
TBD
8:30am-12:00 noon
 
Project Close and Review of Lessons Learned
TBD
8:30am-12:00 noon