Michael, As the other 2 posters suggested, it varies depending on your environment and size. I'll share my experience in case you find it helpful. At my last job, our IT department was 450 in size and support Healthcare institutions (mainly hospitals). The company was constantly engaged in project work for our customers and Remedy was depended upon to provide support for those initiatives.
There was what I wanted and what I got. I was the product manager and I would handle the high level direction of our implementation and provide guidance on the processes. I had 1-2 strong developers and 1-2 junior level admins/developers. The junior level admins dealt with the day to day support issues / requests and light development (I cross trained as much as possible). The developers worked mostly on customizations and 2nd level support or jumped into the queue to help us stay current with tickets assigned to my team. Non-support work was split doing the following activities: · System maintenance (checking logs and working with server / DB admins to rectify or proactively address issues) · Code development / configuration · Report design · Developing Service Items (for Self Service); you don?t have this based on your post, but switch this person for ADDM if there is a lot to admin there. · Project/product support - New systems (or customers) added to the environment and my team ensured that Remedy was updated accordingly, typically new groups and categorizations, but sometimes bulk loading of data (like new CIs). When my team was at full strength it totaled 5 including myself. We were able to take on new projects/request and do full support. When we had less the work slowed down based on staff and I prioritized accordingly. That?s my experience at my previous company, hopefully that?s helpful. From: "Hirst, Michael - (mhirst)" <[email protected]> To: [email protected], Date: 02/27/2014 03:03 PM Subject: FW: Question about what it takes to configure and maintain ITSM(real world) Sent by: "Action Request System discussion list(ARSList)" <[email protected]> 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
