Page History

Service Portfolio Prototype

The Service Catalog team (Rich Murphy, Alison Bell and Christine Fitzgerald) are invited to participate in all Sponsor meetings through April 2012 (when the website launched), as we share the same Sponsor (Barbara Goguen) and our projects have dependencies on one and other.

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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
  • meet with KM Core and give status update 6/14

ITSM Tool Evaluation

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Barbara Goguen and Mark Silis are cosponsoring the ITSM Tool Evaluation that will kick off at the end of August 2012.

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July 11, 2012

• Barbara and Mark in attendance
• 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 interchangeable to some extent
      • better analysis
      • some consistent process where we had none
    • identify pain points/biggest gaps
    • identify stakeholders
    • 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
    • clearly define what is in and out of scope
      • 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
• 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 for next sponsor meeting 8/22/12

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