I think you won't get a lot of responses because it's much more subjective than that. What duties would your team has depends completely on how your users use the system and what integrations you have. For us, we currently have two FTEs and one contractor. However, I try to push as much of the small repetitive stuff down the chain as much as possible to get as close to a point of us just working on projects and keeping the system running. We've automated some things, built some integrations, and educated the support staff about what they can do instead of having two people as a bottleneck for the hundreds of I.T. workers and tens of thousands of users.
Thanks, Shawn Pierson Remedy Developer | Energy Transfer -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Hirst, Michael - (mhirst) Sent: Thursday, February 27, 2014 2:04 PM To: [email protected] Subject: FW: Question about what it takes to configure and maintain ITSM(real world) Hello everyone, This is a repost, as I had sent it once before, and I promise it will be my last time bugging you all about this! :) I have only received one response, and I just wanted to see if anyone could offer some more information before I move on. I am reaching out to you in hopes that you can help me gather some real world data in what it takes to handle a FULL Remedy ITSM setup. We currently have Remedy 7.6.03 system installed, along with the full ITSM suite(7.6.03), but ONLY using Incident Management at this time. Some metrics of current use: 385 Support Staff that currently use our system. 200,000+ Incidents so far SO! (no need for long replies, just numbers of what you have seen before can help) In your experiences, can anyone give a very rough guess based on the metrics above, how many full time employees would you estimate it could take to: 1. Fully configure ITSM 7.6.03, Incident, Change, Problem, Asset, CMDB, and ADDM to be ready for production use. 2. After getting everything up and running in production, how many full time employees would it take to keep it running smoothly. by 'full time employees', I mean an employee whose job is 100%, or close to that %, focused on Remedy/ITSM. Remed/ITSM is not new to us, but bringing everything up to production, fully configured, and ready to go in our setting is new, so I would like to get the input of those who have gone there before! thank you in advance, and feel free to email me off list if you prefer. Best Regards, -- Michael Hirst University of Arizona, UITS 520-621-0867 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
