Page History

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• Asset Management Console and drill down
  • configure search criteria under app preferences
  • tabular view
• BMC Atrium demonstration
  • Atrium Explorer and drill down
    • graphical view (right click and edit for tabular view)
  • Federation Manager
  • Class Manager
• Remedy CMDB issues:
  • Service Families absent from CI categorization
  • Documents are uploaded separately (would need to create a CI that was a "bundle" and relate to several products/offerings)
  • Asset management console only shows parent or child relationships, not both together
  • The interface and categorizations does not map to the way staff think or use the information
  • Can't join data the way we want (brands, aka, etc)
  • Limited in terms of easy of use and approachability
  • Glossary of terms is from Remedy and not true ITIL
  • Remedy (by design) limits participation in knowledge management
  • Administration of data is locked down to small group
  • Dynamic changes/updates are not as supported
  • View in Atrium explorer is limited
    • Drill down takes time
    • Scroll over does not stay visible for very long
    • Search is limited (does not include text in notes, etc where branding and aliases are critical to get information quickly)
  • Looks like we get 60% of our requirements met, but not 80%
• API issues:
  • Not readily available (not Web 2.0)
  • Based on pre populated forms in Remedy
  • We would e building another application we would own
    • Do we have the skills to build and support/maintain?
      *Additional considerations:
  • Priorities for Remedy
    • Expanding change management to more teams
    • Exploring problem management and incident management
    • Knowledge management (Service Portfolio, Knowledge Base and IS&T Website) NOT priorities
      • We have existing systems or prototypes for this information
  • Service Portfolio landscape could change drastically over next 2 years, as could Remedy
    • Take a more targeted approach to building the Service Portfolio
      • Reduce investment overall but have something sooner (ROI)
        • Reduce resources/costs
        • Reduce timeline
        • Reduce requirements
• Next steps:
  • Review the final draft of the project proposal for 6/21
    • Team will prepare edits to narrative
      • Changes to resource plan
      • Changes to support plan
    • Dave will review cost and time estimates

July 11, 2012

• Create a picture of what an ITSM Program would look like for our department
  • Statement of Direction
    • articulate a vision
    • identify benefits- why are we doing this
      • visibility into processes
      • resources become interchangable to some extent
      • better analysis
      • some consistent process where we had none
  ITSM road map as subset of larger Customer Support road map
  • 3 year horizon (big picture)
    • identify pain points/biggest gaps
    • identify stakeholders
    clearly articulate end state
    • identify places where we have the potential for success
      • base on lessons learned from Remedy Change Management implementation
      • what parts make sense in our environment
      • exclude areas where processes and/or tools are already embedded
        • we don not want to replace existing processes or tools
      • include areas where we can collect, connect and automate ("glue together")
        • ITSS incident and response
        • request fulfillment
        • problem management
    • ITSM team
    • data
    • processes
    • shared practices
    • clearly define what is in and out of scope
      • several work streams but only some that Release Core is responsible for
        • Larger Remedy Change Management roll out in O&I
        • CMDB build out with custom UI
        • Help Desk ITSM process implementation (request, problem, etc)
      • connection/linkages to other work streams
        • knowledge management
        • additional support tools
        • pipeline enhancements
    • start o make connections to the road maps where possible
    • • • limit to Operations & Infrastructure and Customer Support
        • articulate how far down the slope we go
      • articulate milestones and time line
        • digestible chunks of work - the sequence of events to do this right
        • what we get at each step along the way
  • would Barbara and Mark cosponsor this larger effort ?once we have agreement on the vision and the work
  • projects come next
    • for example, Remedy CMDB build out with custom UI (service data but not asset data) based on prototype
  • deliverable draft statement what deliverables for next sponsor meeting 8/9?/12

  August 9, 2012

  September 19, 2012