Matt, BMC has a pamphlet: The Goals of ITIL: Exploring the Goals of Service Management by Malcolm Fry. It is only 36 pages and is a good start. I requested and received a half dozen copies which I have circulated to help folks start to grasp ITIL concepts and processes. It was developed for ITIL v 2 but covers the basic ITIL process on which Remedy was developed.
Lee Marsh. ************************************* Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-203-0036 Email: [email protected] ************************************* -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Guillaume Rheault Sent: Friday, October 15, 2010 10:12 AM To: [email protected] Subject: Re: How to go about Implementing the ITIL Processes when ther is not process in Place? You're question is way to broad to be answered in an internet forum. There are entire books that have been written on ITIL implementations. My advise is to get your client's employees ITIL v3 foundation training. You should be able to get significant discounts from all the training organizations out there. If you don't know any training organization that does ITIL v3 training, get Pink Elephant or HP, both of them provide that training. If your client does not want to pay for training, then train them yourself. If that is not an option either, there is a good chance of you are going into a "death march" project Guillaume ________________________________________ From: Action Request System discussion list(ARSList) [[email protected]] on behalf of Matt Clarke [[email protected]] Sent: Friday, October 15, 2010 1:21 AM To: [email protected] Subject: How to go about Implementing the ITIL Processes when ther is not process in Place? Hello Fellow Arlisters!!! I have a Unique Challenge in Implementing and Configuring the Remedy ITSM product for our client. As of now, there is no Formal Process in place, for managing service desk, change management(they are using a Word template which goes across different groups for releasing a Change request). If anyone had the responsibility to Implement the ITIL Incident Management and Change Management processes how did you guys go about educating the users and Implementing it? Your response would be greatly appreciated!!! Matt _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
