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- ITSM Tool Evaluation FY2013.docx
- follow up with vendors by 11/15/12
- still deliberating internally
- initial licensing proposal would be helpful in terms of evaluation
- licensing
- professional services
- additional tools
- business case for tool acquisition by 12/15/12
- include maintenance and support needs
- limit scope to internal IS&T use only
- emphasize improved customer experience
- need for improved support analyst interface
- Mark and Barbara will bring finalized business case to senior staff January 2013
- once we have direction, internal communication to IS&T
- need to think about disposition of Request Tracker for separate community communication
December 21, 2013
- Mark and Barbara agree that we need to move forward with implementing more parts of our service management processes in Remedy OnDemand
- they agree that:
- it makes sense to expand on our change management implementation
- that we move forward with service request and service portfolio
- at the same time, there is work that can start within RT to streamline incident and problem management processes preparing for future Remedy implementation
- The team should move forward and make the financial and time investments necessary, within reason, to:
- expand our Remedy licensing/training
- develop a compelling Remedy ITSM prototype that illustrates the potential benefits of an ITSM rollout for the IS&T organization
January 31, 2013