* How long did the entire upgrade take? (Months?) The upgrade took 5 month, and if it was up to me, would still be in development. * How large was the initiative to upgrade to Remedy V7? Was it a stand-alone project or part of a larger ITIL-based initiative? This was a standalone project for my company. * Were processes to support the tool upgraded as well? Yes, we had to change a lot of our processes to match the tools to avoid heavy customization. Despite wanting to stay as close to the out of the box as possible, many customizations were required. Incident and Problem weren't so bad, Change was a bit of a departure from the way it was previously practiced.
I suggest before you attempt this upgrade, you first have a very good dev environment with both app and user licenses to both install and test. You'll should gather up the principals and demo the system and run through how it works with them. Compare that with your current system. Test, test, and retest. Ted Takvorian <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <[email protected]> 03/17/2007 01:02 PM Please respond to [email protected] To [email protected] cc Subject Advice on upgrading to Remedy Version 7 Hello, I am about to kickoff a project to upgrade Remedy V6 to V7. Before doing so, I'm most interested in learning from others about their experiences. Initially, I'm attempting to gain a better understanding of : * How long did the entire upgrade take? (Months?) * How large was the initiative to upgrade to Remedy V7? Was it a stand-alone project or part of a larger ITIL-based initiative? * Were processes to support the tool upgraded as well? My expectation is that Remedy V7 will enable us to enhance Incident Management and implement some form of Problem Management. Of course, Remedy is just a tool and we have much to do regarding upgrading our processes and training our staff. Any advice is greatly appreciated. I also thank those who previously posted messages on this board regarding this topic. Thanks and Regards, Ted Takvorian Director - Program Management Merck & Co. Inc. (908) 423-5124 office (908) 217-9961 cell [EMAIL PROTECTED] -- View this message in context: http://www.nabble.com/Advice-on-upgrading-to-Remedy-Version-7-tf3419792.html#a9531236 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
