I think you're probably a medium-sized shop that's on the low end of the scale, but still are large enough that going ITSM/ITIL could make good sense. One of the selling points of the ITSM products for the past few years is that it's a politically neutral way of imposing some standards on the organization in a way that is customizable to the organization. So it might well be a good fit for you, but don't think that it will be quick, cheap, or easy. You're talking about retraining your entire staff on ITSM, retraining all of the decision makers (and possibly those below) on ITIL, the cost of the software+licenses, consultants to install and configure the thing - this has an ROI probably measured in a couple years+. Do some serious number crunching before making your decision. Rick _____
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Runar Helle Sent: Thursday, December 14, 2006 3:10 AM To: [email protected] Subject: Re: Best Practice for ARS 7.0.1 - Install New or Upgrade? ** Hi, Thanks, Rick. It is always good to get opinions from others than our sales representatives. More precisely, what would you (or any other listener) consider a small shop? Our internal IT department counts 45 people and we serve about 1400 user. I consider my company to be very much in the same position as Mr. Carter describes, "We're still trying to decide whether we need ITSM 7 (and CMDB 2x) since our Help Desk is internal and fairly small". At the moment ITIL known to the organisation, but not heavily followed/implemented. One of the main obstacles is believed to be lack of system support. We were thinking that upgrading to ITSM 7 might provide us with the necessary tools to improve that. We are currently running Helpdesk 4 (with some modifications) on ARS 6.3. Best regards, Runar _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: 13. desember 2006 14:52 To: [email protected] Subject: Re: Best Practice for ARS 7.0.1 - Install New or Upgrade? ** 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 __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
