If you have to train 25K users in new processes then build something that matches what they already know how to do. I only have 700 users and I dread rolling out new tools because of that training problem but then I'm not running a help desk. We use Remedy for managing the entire lifecycle on one of the largest embedded real time software projects in the world and each of our tools is fairly complex.
-Alan (Nick) Nicoll BGO/PSG/WFBU/DocuSP Problem Management System Administrator 8*823-5081 ESC1-615 -----Original Message----- From: John.A Simpson-contr [mailto:[EMAIL PROTECTED] Sent: Wednesday, May 10, 2006 4:22 AM To: [email protected]; Nicoll, Alan Subject: Re: opinions please - build vs buy First of all, Thanks to all of the not so lazy posters for your input! How many users? Good question, not sure how it makes to much difference other then the more users we have the harder it is to get them to agree on what to build or to buy! The Answer is a little tough since we are continuing to deploy globally while adding end user interface via a simplified Web front end for end users and also introducing email submit and modify capability, (in our current HD Chg app)....So with that said... we currently have about 300 IS users, but this will increase substantially as we continue to add more sites in Western and Eastern Europe and eventually in Asia Pacific. Another factor that will increase casual users will be the need to have more financial/functional approvers for SOX related changes reviewing changes and approving proposed, and the eventual release to production of system changes. When we consider End Users, who may either request support, report problems or otherwise be involved in testing and or approvals, we have approx 25,000 named users via LDAP external authentication. hth answer your question, but with that said, what would you suggest? build or buy? Or would you suggest what some have suggested, do both? - jas >>> [EMAIL PROTECTED] Tuesday, May 09, 2006 >>> How many users do you have? Nick On Tue, 9 May 2006 13:58:57 -0400, John.A Simpson-contr <John.A.Simpson- [EMAIL PROTECTED]> wrote: >BMC/Remedy HelpDesk & Change vs ??? > >background... > >TRW Automotive has been using ARS since 1997, all custom/homegrown >HelpDesk & change management. We have one production server, one test >server and one development server. 41 fixed and 63 floats in >production. > >My boss's boss, has asked us to evaluate, how much to continue just >buying ARS fixed and floats and 'rolling our own', (my words not hers), >vs buying and then modifying/configuration of an "off-the-shelf" >HelpDesk and Change Management. > >I am asked to compare 3 systems, BMC/Remedy HelpDesk/Change, one other >ARS based solution (Enterprise Service Suite?) plus one additional >non-ARS based solution. > > >I am hopeful I will get some very helpful opinions/recommendations... > > > >John A. Simpson >TRW Automotive >Information Systems Program Office >Remedy Global Technical Lead >Fenton MI USA >[EMAIL PROTECTED] >810-750-2547 > >_______________________________________________________________________ ___ _____ >UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org >======================================================================= == ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
