iCIT will be transitioning from the current Remedy Magic Service Desk Software to HP Service Manager Software within the next several months. The purpose is to streamline processes, improve communication internally and externally and to make technology more readily available to customers. HP’s Service Desk Manager 7.10 is a full lifecycle software which will allow iCIT to uniformly track all interactions, incidents, and problems while providing new functionality such as a centralized IT knowledge base and customer self-service.
The project will work on both processes as well as the implementation of the new software. Lisa Rowland is the Project Manager and will be working with each of the areas within iCIT to review current business processes and to recommend future processes based on best practices and the ITIL framework; these processes will then be implemented into the HP SM710 system to better serve each area’s needs.
The project kick-off meeting took place on July 17th. Software training and business process reviews will begin August 3rd and the training of support staff is expected to begin in early to mid November with an expected go live date of early to mid December. Phase 2 implementations will begin in Spring of 2010.