Claire, >From your inquiry, I gathered that you are the only Remedy technical support >person maintaining your Remedy system. The process managers working with the >ITSM applications do not need to be Remedy technical support specialists. >Their role is to define and document each business process for your >organization and ensure that the processes are followed.
For example, you perform development and testing. Do you perform development on your production box? Do you implement new workflow during business hours? Some organizations do. That's their change process. Yours may be different, requiring coordination between groups prior to workflow implementation, or requiring that changes to the production servers be performed at specific times. Those are processes. Your organization's change process owner is responsible for formalizing those requirements. The change manager, on the other hand, is responsible for knowing what is happening and when. If your organization doesn't put a lot of changes in, change management may be a small part of someone's responsibility. If your organization is large and dynamic, the change manager may have his or her hands full just keeping up with changes. Again, the change manager(s) do not need to be Remedy Technical Support staff. ITSM is a tool used to document that the processes that your organization has established are being followed and track the progress of work. Jennifer Meyer Remedy Technical Support Specialist State of North Carolina Office of Information Technology Services Service Delivery Division ITSM & ITAM Services Office: 919-754-6543 ITS Service Desk: 919-754-6000 [email protected]<mailto:[email protected]> http://its.state.nc.us<http://its.state.nc.us/> E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Sanford, Claire Sent: Wednesday, November 03, 2010 12:21 PM To: [email protected] Subject: ITSM 7.6.03 "resources" required ** We are in the process of scoping the volume of work associated with moving from just using the Help Desk module in the ITSM suite to the ENTIRE ITSM 7.6.03 Suite. We are currently a one person shop (me). I have been asked to find out what the "standard" number of people required to manage an entire ITSM 7.6.03 Suite. Do we need a full time designated Change Manager? Problem Manager? This is what I was asked specifically: Please check with other Remedy Admins that you know who are on Service Desk (ITSM) to find out how many resources they have defined as far as process owners. Bob feels like he needs a process owner (or process architect) to own the Change Management process and own this piece of the Service Desk (ITSM). I would like to know how this is being handled elsewhere to help back up Bob's need for an FTE. Any info would be appreciated. Claire Sanford Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 [email protected] _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
