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UAssist ProjectJune 14, 2010 Kick-off
Agenda
Introductions Background Project Objectives
BMC Presentation Wrap-up
Communication Plan Estimated Timeline Summary of Final Deliverables UAssist SharePoint Questions?
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Background
A Brief History Where we are Where we’re going
UAssist Project UAssist Governance Structure
Steering Committee Advisory Group
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UAssist Project Members
Steering Committee Members Liz Taylor, Derek Masseth, Hank Childers, Kate Rehkopf,
John Luiten, Joel Hauff, Jeremy Frumkin
Advisory Group Members Brian Atkinson, Tom Bourgeois, Kathleen Bowles,
Fernando Chavez, Elizabeth Curbelo, Cheri Darling, Phil Davis, Leo Enfield, Ellen Fishman, Mathew Harmon, Susan Richards, Jenny Ruiz, Abbie Sorg, Deb Thompson, Mary Vega
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Objectives
Implement an Integrated Support Tool Refine End-to-End Support Processes Create Collaboration Opportunities Targeted Reporting Asset Management Configuration Management Database Service Level Management
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Collaboration with BMC7
BMC Background Install, Configure and Implement into Development
Environment (OOTB): BMC ITSM Service Desk (“SD”) Asset Management (“AM”) Service Level Management (“SLM”) Atrium CMDB (“CMDB”) Atrium Discovery and Dependency Mapping (“ADDM”) solution SMPM process model (“BMC Remedy ITSM”) solution.
Project Delivery Framework:8
This will be accomplished using the BSM Delivery Framework (“BDF”) and Execution Blueprints that outlines a standard set of project phases and activities for use in building project plans to implement BMC Remedy ITSM
Scheduled Workshops
Foundation Data Workshop Configuration Workshop Facilitate Role Assignment Workshop & SMPM
OOTB Process Review Discovery & CMDB Workshop Business Service Workshop
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Workshop Guidelines
Your participation is key to success» Be open, honest, direct and concise» Be prepared to take ownership of items requiring further action
If it isn’t written down, it is not clear Build consensus Silence is concurrence Avoid fixating on "how we do it today”; instead focus on the business
drivers for our process steps No idea is a bad idea Issues, out of scope and outstanding items will be recorded in a
‘Parking Lot’ Notes will be taken during the workshop
ADDM Overview, Requirements & Configuration Workshop
Identify Discovery Requirements (what CDM classes) Identify Discovery Filters Identify CMDB Synchronization Filters Discuss scan methodologies (how many, how often, in
what order) Identify Applications to model and required process
information related to the same
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Communication Plan
Identify Stakeholder Audiences & Related Communication Goals Communication Vehicles
Mosaic Website: http://mosaic.arizona.edu Overview Project Advantages Timeline What’s Happening Now Documents FAQ’s
Mosaic Newsletters Mosaic Community Web site:
(http://mosaic.community.arizona.edu/) Road Shows: Team members present project updates and
information to various campus constituencies. Targeted Emails
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Deliverables
Complete “out of the box” installation of BMC ITSM Suite 7.6 Service Desk Asset Management Service Level Management Configuration Management Atrium Discovery and Dependency Mapping
Published Service Management Process Model
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Deliverables Continued
Defined and implemented role assignments to support ITSM 7.6 installation
Validation of installation and operation of UAssist Communication Plan Training
New Users Existing Users System Administrator
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Scope
Implement all functional elements of BMC ITSM Create campus Service Level Management Model
for Enterprise Systems Integrate with UAnswers Integrate with Bomgar remote support appliance Review, develop and establish workflows for
processing service and incident requests Migrate existing Mosaic data in Remedy 7.5 to 7.6
implementation
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UAssist SharePoint
Project Documentation and Artifacts will be stored in a central location on SharePoint https://sp.mosaic.arizona.edu/SiteDirectory/uassist/de
fault.aspx
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