There probably isn't a best practice answer as it so much depends on what you want to achieve. Incident, Request and so on, but categories, drop down lists, users, departments, SLAs, querys and reports are all bound to be in the mix. If you have a consultant booked or have an account manager, I'd ask them for an early insight into any proposed workshops they are going to run. That way you can prepare in advance. If you don't have a consultant booked, then you should still ask you account manager for any of the documentation they are prepared to release to you which covers this material
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