Rick,
I see a hint of what I am about to highlight in your answer. However,
I feel compelled to add a bit more of a counter point to your
answer.....
Then again, maybe I am just adding some emphasis /specifics about some
of the other, non-OOB application, details too.
It very well could be a trivial upgrade if (and maybe only if ) your
only using custom ARS applications. The real pain points that I have
seen have to do with the out of the box applications. Their upgrade
path appears to be more than a little troublesome for most. And that
upgrade path only becomes more complex as your level of customizations
increases.
However, time it takes to upgrade ARS (base platform, not
applications) from v6 to v7 is most likely governed by other issues
like the following: As part of this upgrade are you also:
1) Changing ARS servers hardware?
2) Changing ARS RDMBS vendors/versions/hardware?
3) Changing data centers? (Where your servers live in your corporate network)
4) Using the User tool?
Are your ARS User Tool PC's centrally managed/configured? Or do
your users get the task of installing the new User Tool version?
For the special case that you are doing a _total_ upgrade in place
(no change to: hardware, RDBMS vendor/version, or data center) then
you actually are likely looking at an outage of a few hours (Likely
1-5 based on data size, server hardware performance, and number of
version of ARS your skipping in the upgrade) to get a single node
production ARS server upgraded. You may also need to upgrade your User
Tool clients. However that client upgrade might be possible before
your server upgrade. It also might be possible to be done after the
server upgrade too. User your dev/test environment for testing out the
possibilities. :)
Upgrading the out of the box applications can take much longer if
your trying to do it "in place". If that is even an option for your
specific application versions in question. You are more the likely
really looking at a Migration to move from one version to the next.
Which would mean bringing up new hardware and installing the new
version and applications (1-3 days likely) and figuring out the data
map of the old application to the new application. ( Which likely
would be weeks of effort for the hundreds of forms that comprise v7
ITSM Incident and Problem Management. ) Then you have to actually
create, or buy, a way to move data from the old to the new application
in a repeatable way.Then you have to evaluate the complications due to
any customizations you likely made to the older application(s) in
terms of workflow and processes that your users will need to adopt the
morning after cut over to the next version.
But maybe that is just my two cents...
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap.... Pick two.
On 3/17/07, Rick Cook <[EMAIL PROTECTED]> wrote:
**
Ted,
Generically, I can say that this is not a trivial upgrade. If you would like
more details, we first need some terms defined.
When you say upgrade "Remedy v6", does that mean just the Remedy AR System,
or are there ITSM applications currently installed?
If there are, to what extent are those apps customized?
Do you want to keep those customizations?
Have you seen the ITSM 7 applications, and do you understand their basic
function?
How mature is your ITIL initiative?
Rick Cook
Cook Enterprises
253-278-4112
-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ted Takvorian
Sent: Saturday, March 17, 2007 10:03 AM
To: [email protected]
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]
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