Remedy Roll Out Process

Using Change Management as our pilot…

  1. Identify target set of service offerings to bring in
  2. Bring stakeholders for individual service together with core Remedy team: Step 2 - Remedy Change Management Demonstration
    1. Discuss benefits of using change management
    2. Share overview of change, approvals and reports
    3. Share link to introductory material and wiki, including Remedy eLearning Course
    4. Identify advocate for each offering (they would lead the stakeholders during the initial effort and sustain it once roll out was completed)
  3. Map business processes for individual service with stakeholders (propose a canned configuration that is fairly simple: i.e. changes logged with ability to self approve: Step 3 - Business Analysis Meeting
    1. Identify kinds of changes inherent in running that service
    2. Decide level of information needed in a ticket
    3. Identify support groups involved
    4. Identify roles needs
    5. Identify approval levels (if any)
    6. Identify any reports needed
  4. System administrator configures support groups, approvals, etc., as identified above
  5. Stakeholders test to see if the process works as expected
  6. QA of tickets over time by service advocate
  7. Remedy team makes any tweaks as needed once testing and QA are complete to allow service offering to transition to steady state
  8. Select next group of service offerings and start over again
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