We have a process or "module" owner for incident/problem and one for change. The change module owner is also the change manager/remedy admin/dev... guess who this is.. Some of the Chg Mgmt duties include: training, conducting change meetings, data integrity, policies updates, and user support; the rest of my time goes into Remedy (the fun part of my work).
Our current load is about 1000 incidents per week and 40 changes per week; around ~2500 assets. Current system is: ITSM 7.0.03 Patch 006 (Asset, Change, Incident, Problem) SLM 7.0.00 Patch 004 CMDB 2.1.00 Patch 001 I would at least turn your army of one into an army of 2. HTH, Marcelo From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Sanford, Claire Sent: Wednesday, November 03, 2010 2:48 PM To: [email protected] Subject: Re: ITSM 7.6.03 "resources" required ** I guess I was not clear enough.... we are talking about once the system is live... how many bodies will it need to support it and all the processes. The Upgrade/Migration build process we pretty much have covered. Do we need a process manager/architect for each of the applications? ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Joe Martin D'Souza Sent: Wednesday, November 03, 2010 1:39 PM To: [email protected] Subject: Re: ITSM 7.6.03 "resources" required ** 6.0 to 7.0 ITSM is a migration effort.. 7.0 to 7.6 ITSM according to BMC Support does not require migration. An upgrade is supported. Joe From: Sanford, Claire<mailto:[email protected]> Sent: Wednesday, November 03, 2010 2:02 PM Newsgroups: public.remedy.arsystem.general To: [email protected]<mailto:[email protected]> Subject: Re: ITSM 7.6.03 "resources" required ** We are going to install on a new server. It won't be an upgrade as much as a migration. Management is looking at how many people it takes to support Remedy and the new processes as we move forward. We are going to look at every customization to determine if it is already in the new version. Every time I upgrade, many of my customizations are already there. We have Incident down pat and probably Problem. They are more concerned about Change Management and it's associated processes and Issues since it is a whole new ball game for them. We currently have a home grown CM system that they are going to stop using once this is done. From: Sanford, Claire<mailto:[email protected]> Sent: Wednesday, November 03, 2010 12:46 PM Newsgroups: public.remedy.arsystem.general To: [email protected]<mailto:[email protected]> Subject: Re: ITSM 7.6.03 "resources" required ** Sorry... ARS 6.3 Patch 24 HD 6.0 Oracle 10.2.0.4.0 w/9 libraries Oracle lives on a remote server Windows 2003 4 gig on app server and 8 gig on DB server From: Sanford, Claire<mailto:[email protected]> Sent: Wednesday, November 03, 2010 12:20 PM Newsgroups: public.remedy.arsystem.general To: [email protected]<mailto:[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] _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
