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IT Service Management

Session 5: ITSM Processes, Part 1 - Identifying, Defining, Approving
 
Date:
 Monday, April 3, 2006
Time:
 8:30 am – noon
Location:
 Publishing & Distribution Large Conference Room
550 Airport Road, Salem, Oregon
 
Facilitators:
 Melody Riley
Janet Gerling
Participants:
 IT Asset Coordinators
IT Procurement Staff
Help Desk/Service Desk Representatives
SDC Representatives
TSC Technical Writer
Pilot Remedy Application Administrator
 
Agenda
 
 Topic
 Presenter
 Length
 Outcome
1
 Welcome
 M. Riley
 8:30–8:35 a.m.
 
  
2
 Review and comment on last week’s Remedy presentation
 J. Gerling
 8:35-9:00 a.m.
  
3
 Setup Process Exercise
 J. Gerling
 9:00-9:30 a.m.
 
  
4
 Sticky wall exercise – Develop high-level process
 Break Out Groups
 8:50–9:30 a.m.
 High-Level Process Flows
 
Enterprise ITSM Process Development
 
 BREAK
  
 9:30–9:40 a.m.
  
5
 Review Incident Management process flow; determine associated processes
 Incident Group
 9:40-10:00 am
 Completed Incident Management Process Flow
6
 Review Problem Management process flow, determine associated processes
 Problem Group
 10:00-10:20 am
 Completed Problem Management Process Flow
7
 Setup Criteria Exercise
 
 J. Gerling
 10:20-10:30 am
  
 
 BREAK
  
 10:30-10:40 am
  
8
 Sticky wall exercise – Develop process criteria
 Break Out Groups
 10:40-11:30 am
  
9
 
 Report on process criteria
 Incident Group
 11:30-11:45 am
  
10
 
 Report on process criteria
 Problem Group
 11:45am-12:00 noon
  
11
 Session Close & review any follow-up items
 J. Gerling
  
  
 

Page updated: January 29, 2007