Project Mulligan

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Project Mulligan

• Re-implementation of Remedy Help Desk

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ITIL Service Desk
Change Management
Service Level Management
Release Management
Financial Management
Incident Management
Availability Management
Service Support
Service Delivery
Configuration Management
Problem Management
IT Service Continuity Management
Capacity Management
Service Desk
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Project Mulligan project plan

• Two stages
• Short term
• Goal To stabilize Remedy while providing basic
  functionality for incident management
• Project plan
• Long term
• Goal Successful implementation of most recent
  version of Remedy using best practices processes
  for incident, change, problem, configuration
  service level management.
• Project plan

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Project Mulligan short term

• Renew maintenance contract
• Patch and upgrade where necessary
• Action Request (AR) System
• Help Desk application
• System OS other required software (if
  necessary)
• Investigate addressing problem mgmt Issue
  (Parent-Child ticket linking)

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Project Mulligan short term

• Training/Refresher Courses
• Investigate Remedy default reporting options
• Pursue possible on-site training for Crystal
  Reports/Remedy reporting
• Conduct basic Remedy use
• Maintenance Change moratorium in effect except
  for
• Required patches
• Add/Delete users
• Add/Delete groups

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Project Mulligan Long term

• Why a project mulligan?
• Implementation based on previous tool(s)
• Does not follow best practices
• Flexibility needed that current tool doesnt
  provide
• Process development
• More than one process involved
• Incident
• Problem
• Change
• service level management
• Configuration database
• Need to first determine processes

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Project Mulligan Project Plan Overview

• Install necessary software
• System OS
• AR System Server Enterprise Help Desk module
• Web services
• Email Engine
• SLA (Service Level Agreements) module
• Build workflow
• Edit if necessary to reflect processes
• Determine customizations modifications
• Populate data
• Configuration database
• People data
• Implement authentication
• Training, training, training!

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Project Mulligan Next steps

• Finalize scope
• Schedule discussion with stakeholders to finalize
  scope
• Finalize long term project plan
• Investigate overview of new version of AR system
  and modules (Remedy)
• Determine default reports and plan for on-site
  training if necessary
• Stabilize current environment
• Begin incident process discussions (first
  discussions)

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Project Mulligan

• Questions?
• Updated information
• www.ku.edu/psmo