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- 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 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
- Statement of Direction
- 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 8/9/12
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