And if you are still new enough (as we all once were) to struggle with the difference between the underlying AR System and the applications on which they are built, I can't emphasize enough getting some training - at least start with the AR System Administration class, so that you'll know the terms used and how to find your way around. Even if you end up using outside resources to do an ITSM upgrade, you'll be much better equipped to understand what's going on and to take that system over once the consultants leave, if you have some AR System training under your belt.
I do wish you very well with this journey. I began mine abruptly 11 years ago, and haven't regretted a day of it. Rick P.S. One bit of list protocol that Roger didn't mention: While we are fine with answering newbie questions (you won't get flamed), those who take time out of their day to answer those questions definitely appreciate it if some effort has been made on the part of the requester to find the information him/herself first. In other words, please RTFM. The Master Index is a good place to start looking for things - it has links to the proper manual with the information you're looking for. The Installation and Concepts guides are also a good place to start. We look forward to more questions from you as you learn more. Thanks! On 2/1/08, john rosquist <[EMAIL PROTECTED]> wrote: > > ** Richard, > > Some comments ...(from a consultant prospective) > > ARServer is the "OS". From there, you install applications, just like ms > office. In the old days, remedy shipped a rough helpdesk apps, but not > anymore. See the remedy compatibility matrix to understand what applications > are supported be which version of remedy. There are issues. Try to > distinguish the Server from the Applications. It helps reduce the confusion > as to the question and its context. > > You are faced with essentially two options: move to ARS server 7.1 with > your old applications or move to ARS server 7.1 with 7.1 applications. > Migrating your apps to a 7.1 Server base, is an upgrade that is feasible, > but at best a stopgap measure (IMO). Re-engineer your system to 7.1Server > and Applications is a major undertaking. It is incredibly complex > and not easily modified. You can do this yourself but it will take time and > expertise. I strongly recommend you take the Admin 3 and ITSM application > courses, in either case. Plan on it taking 6 months to a year > (Conservative). It is hard to really define this well and mileage varies > with requirements. > > Plan on ITSM/Server being a full time job for one or more people. You may > get lucky here. > > As Roger said, TEST, TEST, and TEST. > > John Rosquist > Windward > > > > > > > > > > > ----- Original Message ---- > From: Richard Copits <[EMAIL PROTECTED]> > To: [email protected] > Sent: Friday, February 1, 2008 9:36:07 AM > Subject: Re: Remedy Version 7.... > > ** > > Thank you. Maybe I'm confused…. we currently have ARS 6.03 with ARServer > 6.03 I believe (I'm new to all > > of this…) They are using the help desk application which has been pretty > extensively customized. We use > > the Mid-tier software for web access by users. > > > > If we install ARserver 7.x, does it come with the help desk set of modules > – which we'd have to customize > > like we did with 6.x or has the help desk feature been "absorbed/bundled" > into the ITIL Service > > Desk application? We're a State Organization and were just presented with > the "opportunity" > > to plan the possible upgrade of the existing Remedy system (server and > help desk application) > > to version 7 so I'm still trying to figure out/sort out what goes with > what/what runs > > on what, etc. > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Nall, Roger > *Sent:* Friday, February 01, 2008 9:25 AM > *To:* [email protected] > *Subject:* Re: Remedy Version 7.... > > > > ** > > Hello Richard, > > > > First of all welcome to the List. We all hope you will enjoy your > experience with this group. > > > > Now that we have the niceties out of the way we can get to your questions. > I am certain that you will receive many replies to your email. Unfortunately > because this is your first posting there is some basic information that will > help everyone in trying to give you a helpful answer. > > > > When posting a request to the list you should include the following > information: > > - ARS Version > - Mid-Tier Version (if appropriate) > - DB and Version > - OS Version > - OOB Application Version (if appropriate) > > > > Now as to your specific questions: > > 1. Which version of 7 are you talking about, 7.0, 7.01, or 7.1? > 2. Training is good but may not be necessary. It depends on > your ability to grasp the material from a manual. > 3. That depends on the size of you system. Personally it is a > full time job here at T-Mobile. > 4. Again that depends on a whole set of factors. If you are > talking about ITSM the frustration level can be high. There is a world > of > difference between ITSM v6x and 7x. > 5. Again it depends on your system and budget. > 6. I have not personally worked with 7.1 at all so I can not > speak to that version. I can only say that there are major changes > between > 7.0x and 7.1 especially to the admin interface. There are many > of us who have our own set of processes that we use when a new version > is > released so you will get many opinions. Here is my philosophy: > - Never upgrade to the current Major version when it is > released. Too many bugs in my opinion. Wait for the first feature > patch > version. > - Don't be in hurry to install a bug patch as soon as it > is released unless you are experiencing issues which the patch > addresses. In > other words, if it ain't broke don't fix it. > - Test, test, test and test some more > > > > Hopefully this will help. It is early in the day but I would expect this > to generate a lot of replies. > > > > Good luck. > > > > Roger A. Nall > Manager, OSSNMS Remedy > T-Mobile, USA > Desk: 813-348-2556 > Cell: 973-652-6723 > FAX: 813-348-2565 > sf49fanv AIM IM > RogerNall Yahoo IM > ------------------------------ > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Richard Copits > *Sent:* Friday, February 01, 2008 8:45 AM > *To:* [email protected] > *Subject:* Remedy Version 7.... > > > > I'm new to the list and would like to ask some questions. Replies > > can be sent offlist if you wish…. > > > > We have Remedy 6.x and have been asked to evaluate > > version 7. My questions are: > > > > 1. How long did it take you to bring up version 7? > > 2. Did you have to go to training to effectively implement it? > > 3. Is administering it day to day a part or full time task? > > 4. What is the most frustrating aspect of version 7 > > 5. Did you have to have an external consultant to install and > configure it > > 6. As a newbie, what would you warn me about when it comes to > version 7 > > > > Thanks for any answers you may want to share… > > > Portions of this message may be confidential under an exemption to Ohio's > public records law or under a legal privilege. If you have received this > message in error or due to an unauthorized transmission or interception, > please delete all copies from your system without disclosing, copying, or > transmitting this message. > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers > Are" html___ > > Portions of this message may be confidential under an exemption to Ohio's > public records law or under a legal privilege. If you have received this > message in error or due to an unauthorized transmission or interception, > please delete all copies from your system without disclosing, copying, or > transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: > "Where the Answers Are" html___ > > > > ------------------------------ > Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it > now.<http://us.rd.yahoo.com/evt=51733/*http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
