Yes, Help Desk is now called Service Desk, starting with v7. If you're a small shop that is not heavily ITIL-centric, I'd have a hard time making a case for you upgrading to v7. It would be a lot of work for your IT staff, management, and users alike, and the ROI in a small shop is harder to find.
Rick On 12/13/06, Carter, Craig J Civ ARPC/DPD <[EMAIL PROTECTED]> wrote:
** There were some previous posts that gave an installation order for V7 based on their experience—I would have to go looking for it since we haven't started the upgrade yet and I'm just looking for feedback. No, I don't believe there is a newer version than 7.0.01—I just left out the extra zero. We're still trying to decide whether we need ITSM 7 (and CMDB 2x) since our Help Desk is internal and fairly small. ITSM V5.6 didn't include all of the extra baggage so we need to make the decision on whether it's worth the upgrade. Our primary use is CSS and custom applications. There are also other Help Desk options showing up under our Supported Product List so I need to get some more information on those. Can anyone tell me whether the current ITSM 7.0.01 is BMC Remedy Service Desk Application? We also show a "Remedy Help Desk & AR System v9.9.09"on the supported product list... CRAIG J. CARTER ------------------------------ *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Siti Hawa Bee SHAIK FARID *Sent:* Tuesday, December 12, 2006 6:15 PM *To:* [email protected] *Subject:* Re: Best Practice for ARS 7.0.1 - Install New or Upgrade? Hi Craig, it seems like we are in the same boat. My current setup is AR6.3, SQL2K and helpdesk 5.6 in WIN 2003 Server. Now moving to AR 7.0.01, ITSM 7.0 and SLA 7.0. Are you saying there's another latest version 7.0.1? I notice in the ITSM 7.0, there's two separate installation disk. One for incident management and the other for problem management. I have not install that yet. Just finish installing AR server only. I think now I need to install the CMDB 2.0.1 before the ITSM. How's ya installation plan like? An order? ------------------------------ *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Carter, Craig J Civ ARPC/DPD *Sent:* Tuesday, 12 December, 2006 22:09 *To:* [email protected] *Subject:* Q: Best Practice for ARS 7.0.1 - Install New or Upgrade? We need to move our production system to new servers. We're currently running ARS 6.3 P16, SQL Server 2000. Our choices are either to install 7.0.1 new and migrate all of our apps and data or copy the database over and upgrade to version 7. Personally, I'd prefer to install fresh and migrate to get rid of old forms, workflow, and apps. Those of you with experience have any recommendations? Currently, the plan is to install everything fresh (SQL Server 2005, ARS 7.0.1) and migrate CSS and customer apps and data. We have a 5.6 version of ITSM installed that we have not used so we would like to get rid of that and either go with a newer version of ITSM or not install it at all. We also need to install DSO along with a backup database server. //SIGNED// Craig Carter
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