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design email content based on process states Cherwell user training strategy for service • Develop strategy for LDAP/AD and /or payroll desk, IT staff, IT customers and to maintain user database communications created • Finalize LDAP /Active Directory/payroll dev integration requirements and strategy • The City provides virtual servers to support • Review & select OOTB metrics, dashboards Cherwell ITSM for test, UAT and prod and reports for implementation, identify minor environments cosmetic change requirements • Cherwell test, UAT and prod environments Create Cherwell user training strategy for established service desk, IT staff, IT customers and communications • Configure services, categories (Including & user records completed Service 8, Process Build Key.Aotivity Outcomes /Deliverables • Confirm in -scope application and service • In -scope application and service asset asset inventories are complete /available inventories are available • Identify and assign service and process • Service and process owners assigned owners • Services profiles documented • Document Service Profiles • Future -state in -scope ITSM process • Conduct development workshop for future- development workshops completed state incident management operating • Future -state in -scope ITSM operating procedures procedures documented Conduct development workshop for future- • Future -state In -scope ITSM operating state problem management operating procedures published procedures Conduct development workshop for future. state change management operating procedures • Conduct development workshop for future - state service request management operating procedures • Conduct development workshop for future - state knowledge management operating procedures Conduct development workshop for future - state asset tracking operating procedures Publish in -scope ITSM process operating procedures -- GhArwell B:iaild K ey AGtIVIt ,: Outcbn es /DaIlVerabl,e, • Input service profiles to Cherwell sandbox • Service profiles input into Cherwell sanbox • Import service asset inventories to Cherwell • Service asset inventories imported in the dev Cherwell dev environment • The City provides virtual servers to support • Virtual servers available Cherwell ITSM for test, UAT and prod • Cherwell test, UAT and prod environments environments established • Cherwell test, UAT and prod environments • System configurations completed established • User permissions and set -up of groups, roles • Configure services, categories (Including & user records completed applications), sub -cate ories, incident types & • OOTB metrics, reports and dashboards Mi�,i"� Npration Technologies, Inc. Copyright © 2016, all rights reserved Page 18 of 29 25A -36