UAssist Project

June 14, 2010 Kick-off

Agenda
Introductions
Background
Project Objectives
BMC Presentation
Wrap-up
Communication Plan
Estimated Timeline
Summary of Final Deliverables
UAssist SharePoint
Questions?
2
Background
A Brief History
Where we are
Where were going
UAssist Project
UAssist Governance Structure
Steering Committee
Advisory Group
3
UAssist Project
Project Team
Implementation Team
Ad Hoc Working Groups
4
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
5
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
6
Collaboration with BMC
7
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:
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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
9
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 isnt 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
Whats Happening Now
Documents
FAQs
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
12
Estimated Timeline
13
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
14
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
15
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
17
Questions?
18