You could call it October, or right after we got back from UserWorld. We have been banging on ITSM 7 for quite some time now, but I am only just now getting the new hardware installed and applications licensed so that we can actually DO something semi-permanent with them. In the past it has taken about six to eight months of concerted effort to transition from a different product to Help Desk 3, then from 3 to 4, and finally from 4 to 5.5. Customizations will push you to the longer end of the timeframe.
We have about 25 distributed support areas, currently defined as Sites in Help Desk 5.5 (where people get paid and where they get their IT support). The Colleges of Arts and Sciences, Business, Education, Engineering, as well as Music, Visual Art, Library, Registrar, Administration, etc. The customers in these areas all lend themselves to separate companies since they are on separate groups of budget account numbers in PeopleSoft and LDAP. Groups like the Residence Network, Sorority Networks, the central helpdesk - these will all serve students as a whole, who will be in their own company primarily to keep the CTI separate. What we don't know yet is if the heavy use of multi-tenancy within the overall organization is going to create more problems than it solves when IT staff are trying to get actual work done. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kyle Whitley Sent: Monday, October 09, 2006 1:49 PM To: arslist@ARSLIST.ORG Subject: Re: ARS/ITSM 7 Time to Implement at Your Site When did your process begin? If you started today that would give you around 6 months to get this accomplished, after looking at my last rollout docs, it took us around 11 months including end user training. I like the idea of the separate companies for the distributed support areas. I actually have group with this already on their wish list. Thanks Kyle strauss wrote: > I wonder if a good approach to that - the legacy data - would be to > define a separate Company for the old tickets (using the old CTI) so > that we can isolate them from the new tickets and new CTIs. We > currently plan to create separate "companies" for each distributed > support area so that they can have their own CTI, plus one or two > companies for students (we may still split UNT campus students from > Health Science Center students). This would make the legacy data > available without all of the CTI baggage. If I keep the same > Assignment Group names, that should give current IT staff access to > their old tickets in the legacy company space, right? > > We still think we will be doing well to cut over to ITSM 7 from Help > Desk 5.5 by Spring Break or thereabouts. We are reactivating our > original Remedy steering committee in order to get the "business" > input from all of our customer groups for the configuration process. > This still assumes minimal customization to the Incident, Problem, and > Change applications as opposed to what we did to Help Desk 5.5!! We > are expecting to see a lot of unintended consequences - the kind that > force process changes - from the various configuration settings that > will have to be tested, discussed, and dealt with before we can put > this application set into production. > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
