| Session 3: Overview of ITIL and Service Support Management |
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Date:
| Monday, March 20, 2006
| Time:
| 8:30 am – noon
| Location:
| Publishing & Distribution Large Conference Room
550 Airport Road, Salem, Oregon
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Facilitator:
| Melody Riley
Janet Gerling
| Participants:
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IT Asset Coordinators
IT Procurement Staff
Help Desk/Service Desk Representatives
SDC Representatives
TSC Technical Writer
Pilot Remedy Application Administrator
| Special Guests:
| Nancy McIntyre
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Agenda
| Topic
| Presenter
| Time
| Outcome
| 1
| Welcome
| M. Riley
| 8:30 am
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| 2
| IT Performance Metrics -- Why do we need them and what information we should capture?
Q&A
| N. McIntyre
| 8:35 am – 9:20 a.m.
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| 3
| Break
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| 9:20 a.m. – 9:30 a.m.
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| 4
| Review Homework Results— Continuation of Group Brainstorm Results and apply MoSCoW rules (Help Desk, IT Procurement Processing, & ITIL or other best practices)
| Group
| 9:30 a.m. – 10:30 a.m.
| List of ITSM Expectations with MoSCoW rules applied.
| 5
| Break
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| 10:30 a.m. – 10:45 a.m.
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| 6
| Review Homework Results— Continuation of Group Brainstorm Results and apply MoSCoW rules (Reporting, Enterprise Reporting, Performance Metrics & Auto Discovery)
| Group
| 10:45 a.m. -11:45 a.m.
| List of ITSM Expectations with MoSCoW rules applied.
| 7
| Review Next Session and Homework Assignment
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| 11:45 a.m. to noon
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Homework
Assignment:
| Be ready to share your agency’s current process diagrams in incident, problem, asset and change management processes and discuss any IT metrics reports that are generated…use the homework worksheet to complete this assignment.
| Due Date:
| Monday, April 3, 2006 at 8:30 am
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