Christopher, that's not really a rant at all. You bring up some good points that the OP needs to know:
1. You need buy-in from management so they will appoint someone with the authority to facilitate business process meetings and to get other IT functions to help. They may be over-tasked as it is. 2. ITSM is very expensive and complex 3. You need two people to run it, on just the app side (plus you need someone to run the servers for database, web server, ect) 4. You need to set a lot of expectations as to what it takes to get the suite running, and to maintain the app and the data aftwerwords. Repeat this step constantly. Otherwise, you run the risk of someone thinking that you're not doing your job, after they've spent all that money on the app, ect, ect. Drew Soto Cano Honduras On Wed, Nov 3, 2010 at 3:01 PM, strauss <[email protected]> wrote: > ** > > I would approach it from a standpoint of who in your organization is going > to take ownership of a particular function, and become the process manager > for things that take place in that part of the application. > > > > Our experience with ITSM 7.x is that it is sufficiently complex that you > need one additional person in the Remedy shop to be the application > administrator. They configure IT staff into companies, organizations, and > support groups, with appropriate application permissions and licenses, as > your IT organization changes/evolves/reorganizes and IT staff move between > groups. If you implement multi-tenancy this becomes more complex since the > support staff may reside in different companies in ITSM. This person also > deals with all of the application configuration requests for approvals, > service targets, categorizations, etc., and user questions of all kinds. > They do NOT, however, own any of the processes. > > > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
