Well, here is my thought(s) about this topic... You are trying to push the cart down the road forgetting that there are horses in the barn.
The question should be properly asked "Which applicaiton properly meets our customer requirements, and matches the Investment & ROI models available?"... You make a statement of "They have looked at the ITSM suite and feel that in a few years they would need all of the functionality that it offers" - This is a perfect objective. Simply develop a "Phased Implementation to control cost and achieve an appropriate ROI" You mention the ticketing systme is "Simple", start with Incident Management, as they become more mature, maybe you bolt in Service Level Management, as they start to adopt further ITIL processes, deploy Change Management, and possibly Asset Management and lastly (or maybe sooner) Service Request Management. I have seen deployments try for a "big bang" approach, which can be costly (application investment), difficult to deploy due to lacking processes (consulting investment), etc. Just remember that the "Processes drive the tooling", and not the reverse, unless they are willing to adopt the processes of the tool-set. On the other hand, you can also push the thinking of ARSystem as MUCH MORE than just a ticketing system. Think of other areas of deployment options that you can integrate INTO the system in order to do a Value Add. (example: Active Directory interface, WebServices, Reporting, Asset Discovery, etc)... HTH On 9/28/07, Frank Caruso <[EMAIL PROTECTED]> wrote: > > ** It is sort of going in the right direction. You are right in that the > large initial investment would be there > > On 9/28/07, Kaiser Norm E CIV USAF 96 CS/SCCE <[EMAIL PROTECTED]> > wrote: > > > > This solution, while a good idea, still requires an ARS server and > > licenses, which sounds counter to what he's asking for: > > > > > What I am looking for is any suggestions on how this could company > > could proceed *without* having to shell out 30-40K for an *ARS server* > > and a few licenses. > > > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza > > Sent: Friday, September 28, 2007 9:42 AM > > To: [email protected] > > Subject: Re: ARS Helping Out The Little Guy > > > > ** > > It really boils down to the resources they have on hands as far as > > Remedy Development skills are concerned. > > > > They could write a very ultra light incident/problem management > > application in a couple of months - maybe 3 months with minimum bells > > and whistles.. > > > > Another alternative would be to buy the AR System Server, and try to > > source the Helpdesk Express application that Remedy used to have on > > offer for FREE a few years ago. It was pretty good for all practical > > purposes for small businesses. Whether or not they still have that code > > on archive is a million dollar question.. but if you can get your hands > > on a CD that they used to give out as a promotional CD years ago, their > > answer would be to install that on AR Server version 4 and SQL database > > 6.5, and then upgrade the database to 2005 (I think they might need to > > do a phased upgrade by upgrading it to 7 first then 2000, then 2005). > > > > While upgrading the database make sure the Remedy services are shut > > down. > > > > Then upgrade the Remedy AR Server to version 7, and check if that > > application works - it should technically work.. > > > > There may be need to modify the application to give it a new look and > > feel which might be a months worth of work.. > > > > Joe D'Souza > > > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] Behalf Of Frank Caruso > > Sent: Friday, September 28, 2007 10:05 AM > > To: [email protected] > > Subject: ARS Helping Out The Little Guy > > > > > > ** I am working with a client who is looking to move off of > > their open source CRM application. They have some users who are pushing > > the company to purchase Remedy but the the expense of the Remedy > > products is an issue. They have looked at the ITSM suite and feel that > > in a few years they would need all of the functionality that it offers. > > Right now they would prefer to make a smaller move and get a Remedy > > application running for as little investment as possible. Their current > > solution does some pretty basic call tracking. Their biggest hang up is > > that it is ONLY web based and slow. It is also fairly cumbersome to make > > code changes. > > > > What I am looking for is any suggestions on how this could > > company could proceed without having to shell out 30-40K for an ARS > > server and a few licenses. > > > > Thank you in advance for your suggestions/thoughts. > > > > Frank > > > > __20060125_______________________This posting was submitted with HTML in > > > > it___ > > > > > > _______________________________________________________________________________ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where > > the Answers Are" > > > > > > -- > Frank Caruso > Specific Integration, Inc. > Senior Remedy Engineer, ITIL Foundation Certified > www.specificintegration.com > 703-376-1249 __20060125_______________________This posting was submitted > with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
