The Services Excellence Group is look for a group of engaged IT staffers to take an active role in the development of new processes and the roll out of the new TeamDynamix tool to support those processes.
We are seeking your participating in one of three focus groups that will take place this Friday, 5/16, from 10.00 am – 11.20 am.
As part of a focus group you will get an overview of the new incident management process designed by the team and some brief training in how to use TeamDynamix to participate in the process. We have identified three focus groups:
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Incident loggers: how to enter incidents into the system and how to handle if you cannot solve the client’s incident right away
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Incident solvers: how to retrieve unsolved incidents and bring them to conclusion
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Incident process managers: how to gain visibility into the process and those performing the activities of the incident management process
Much like the demos, this is just the first of a series of focus group sessions that will take place throughout the project. We will hold focus groups on the incident management process a total of two times, using feedback learned in each session to further refine the new process.
If your job currently involves restoring service when something breaks, we encourage you to attend one of these sessions to learn more and to provide feedback about the process and underlying tool/training/documentation.
We will have similar focus groups for the other two processes (Service Catalog and Request Fulfillment) as we tackle those down the road.
2 responses to “Sign-up for a Service Excellence Project Focus Group”
Great question! The correct date for Friday has been updated (5/16).
Locations are TBD depending on the number of sign-ups. Everyone who signs up will get a meeting invitation with location information as we identify the details.
Bob, where are the groups meeting?