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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 integration requirements and strategy • Review & select OOTB metrics, dashboards and reports for implementation, identify minor cosmetic change requirements • Create Cherwell user training strategy for service desk, IT staff, IT customers and communications Service & Process Build Ke Activity 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 Kay Activit ,: 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 25A-36 Page 18 of 29