IT Service Management Session 5: ITSM Processes, Part 1

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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

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