Remedy and ITIL

[hartungjl]

I'm currently spearheading a transition process for a govt agency to ITIL. Well, sort of. This was dropped in my lap when they gentlemen I was supposed to be supporting in this process was fired the day I was hired.
Anyway, this agency will be transitioning from FrontRange HEAT to hopefully, the full Remedy suite, but for now just starting with the svc desk app. With the new FY, we're not looking at an install until mid to late December. In the meantime, I am to attempt to figure out three things.
1. Remedy installation best practices with folks who are currently "going" ITIL.
2. The best way to incorporate Altiris with Remedy
3. Knowledge base and decision tree building prior to installation.

Now, here's the hard part......all data left from HEAT will be scrapped. The svc desk is starting from scratch with Remedy.
Also, the agency I'm working with is extremely resource and budget limited due to their primary mission. i.e., minimal svc desk personell and any ITIL process owners will be doing it on a limited part time basis.
My roll? They have yet to strictly define that one.

Any help or suggestions would be greatly appreciated.
I am cert. in ITIL practitioner and foundations. But that was over a year ago.

[Nikhil]

hi there,
I just get a feeling the company wants to implement ITIL, for some certification or other and there is actually no mgmt commitment there.
I work with a company and have lots of experience implementing remedy at various clients. what I have learnt over a period of time is that unless u get ur mgmt involved in a big way, the implementation will go on shelf.
implementation of ITSM with any product is a long process with many stakeholders. the start u have is rite there, only SD to start with, but u should have the overall product knowledge. ur configurations should consider future implementations of other tools like change mgmt, cmdb, slm's.
also implementing remedy is a lil heavy on the pockets, and ur company should be willing to go that extra mile.
so start with gaining mgmt commitment and involve a third party agency with good experience. else it will be a big waste of time and money if things are not handeled well.
good luck.
_________________
Regards,
Nikhil Kulkarni.
Application Analyst
cMango.. The Services Management Company

The taste of low quality lingers long after the satisfaction of low price.

[m_croon]

Hi,

For a framework on the "soft" aspects of project management / management of change (aspects such as mgt commitment), Might I suggest that you search the net for John P Kotter's 8 steps for succesfull changes. It might just give you some extra insight where to focus on.

Good luck,

Michiel