BEGIN:VCALENDAR VERSION:2.0 PRODID:-//CERN//INDICO//EN BEGIN:VEVENT SUMMARY:Update on Service Management project DTSTART;VALUE=DATE-TIME:20100902T080000Z DTEND;VALUE=DATE-TIME:20100902T093000Z DTSTAMP;VALUE=DATE-TIME:20130620T031449Z UID:indico-event-105828@cern.ch DESCRIPTION:GS and IT Service Management project status meeting\n--------- -----------------------------------------------------------------\n\nDistr ibution: Sigurd Lettow\, Frederic Hemmer\, Thomas Pettersson\, David Fost er\, Matti Tiirakari\, GS&IT Service Providers\n\nWhen and where: Thursda y 2nd September at 10:00-11:30 in IFiltration Plant (222-R-001)\n\nDear Al l\,\n\nWe would like to inform you about progress made on different topics like the Service Catalogue\, the new Service Management Tool and the Serv ice Desk. We would also like to present the plan for when we hope to "go l ive" and what this will mean for all of you running and providing services today.\n\nWe will need your active support and help in the coming months to make this happen.\n\nGS&IT Service Management Teams\nReinoud Martens\, Mats Moller\n\nhttp://indico.cern.ch/conferenceDisplay.py?confId=105828 LOCATION:CERN Filtration Plant URL:http://indico.cern.ch/conferenceDisplay.py?confId=105828 END:VEVENT BEGIN:VEVENT SUMMARY:ITIL@CERN awareness course DTSTART;VALUE=DATE-TIME:20110111T130000Z DTEND;VALUE=DATE-TIME:20110111T163000Z DTSTAMP;VALUE=DATE-TIME:20130620T031449Z UID:indico-event-120719@cern.ch DESCRIPTION:\nMany are aware that IT and GS will introduce new processes a nd tools to report and follow up on incidents and requests.\nA new central service-desk will start on 1/2/2011 and the Remedy system will be replace d by a new tool.\n\nFrom contacts with people in GS and IT we know many of you are not fully aware what we are trying to achieve with the new servic e-desk\, new incident and request processes and the new tools that are bei ng put in place.\n\nBoth in GS and IT a lot of people that are involved in request fulfilment and incident management have never followed an ITIL co urse\, nor participated any of the awareness training sessions given durin g 2009.\n\nFor anyone interested  in GS and IT (including the people empl oyed by external contractors) we have organized a half a day ‘accelerat ed’ service management awareness training session.\nThe training will be in English and given by a professional trainer.\n\nThe training will take place the 11th of January from 14:00 to 17:30 in 30-7-018 (Kjell Johnse n Auditorium) which has a capacity of 190 people.\n\nThe training will co ver a general introduction to service management\, best practice in the ar ea of service management and ITIL with focus on practical application to C ERN.\nThis training does not cover the usage of the new tool (for this oth er training is planned).\n\nThe training is specially aimed at the people that have not participated in the awareness sessions in 2009 (or have forg otten) and have not followed the ITIL foundation training\, but anyone int erested from IT and GS is welcome.\n\n\nhttp://indico.cern.ch/conferenceDi splay.py?confId=120719 LOCATION:CERN Kjell Johnsen Auditorium URL:http://indico.cern.ch/conferenceDisplay.py?confId=120719 END:VEVENT BEGIN:VEVENT SUMMARY:General information meeting DTSTART;VALUE=DATE-TIME:20110114T083000Z DTEND;VALUE=DATE-TIME:20110114T103000Z DTSTAMP;VALUE=DATE-TIME:20130620T031449Z UID:indico-event-120711@cern.ch DESCRIPTION:The 1st of February\, a new process and tool will be introduce d to manage incidents and requests in IT and GS.\nWe would like to invite anyone who feels not enough informed of what is going on to this informati on meeting.\nDuring this meeting you will learn:\n\n What we are trying t o achieve.\n \n What tool and means we are putting in place.\n \n How th is may affect you.\n\nThis includes a demonstration of the tool.\n\nhttp:/ /indico.cern.ch/conferenceDisplay.py?confId=120711 LOCATION:CERN Filtration Plant URL:http://indico.cern.ch/conferenceDisplay.py?confId=120711 END:VEVENT BEGIN:VEVENT SUMMARY:Train the trainer refresher course DTSTART;VALUE=DATE-TIME:20110119T130000Z DTEND;VALUE=DATE-TIME:20110119T163000Z DTSTAMP;VALUE=DATE-TIME:20130620T031449Z UID:indico-event-120714@cern.ch DESCRIPTION:During this half day session we will briefly review the areas addressed during the December session\, show the latest developments and p rovide some additional training material.\nIn addition we are happy to ann ounce that several (3) general sessions will be organized during the last week of January\, where everyone involved in support will be invited. Ther e we’ll give a short overview of what we are trying to achieve\, combine d with a ‘minimal survival kit’ for support people once we go live.\nW e realise that many are not interested in all the features and possibiliti es\, but simply want to know ‘what is the minimum I as a support person need to know to do my work’.\nYou as ‘trainers’ will act as local ex perts that people in your area can call upon if they have questions or wan t to use the system’s more ‘advanced’ features.\nWe hope you’ll be able to train your colleagues also during this last week\, and hold their hands after the 1st of February\n\nhttp://indico.cern.ch/conferenceDispla y.py?confId=120714 LOCATION:CERN IT Auditorium URL:http://indico.cern.ch/conferenceDisplay.py?confId=120714 END:VEVENT BEGIN:VEVENT SUMMARY:Presentation of new features in ServiceNow DTSTART;VALUE=DATE-TIME:20120608T140000Z DTEND;VALUE=DATE-TIME:20120608T150000Z DTSTAMP;VALUE=DATE-TIME:20130620T031449Z UID:indico-event-193882@cern.ch DESCRIPTION:\n We would like to present a few important new features in SN OW like SLAs\, new visibility levels\, new priority matrix\, revised notif ications\, etc.\n This will be a one hour presentation with the possibilit y to raise questions and have on-line demonstrations.\n Friday 8.6 at 16:0 0 - 17:00 in the BE Auditorium (B 6-2-024)\n\n Hope to see you all\,\n GS and IT Service Management Team\n\nhttp://indico.cern.ch/conferenceDisplay. py?confId=193882 LOCATION:CERN BE Auditorium Meyrin URL:http://indico.cern.ch/conferenceDisplay.py?confId=193882 END:VEVENT END:VCALENDAR