Hello, I am about to kickoff a project to upgrade Remedy V6 to V7. Before
doing so, I'm most interested in learning from others about their
experiences. Initially, I'm attempting to gain a better understanding of :
* How long did the entire upgrade take? (Months?)
* How large was the initiative to upgrade to Remedy V7? Was it a
stand-alone project or part of a larger ITIL-based initiative?
* Were processes to support the tool upgraded as well?
My expectation is that Remedy V7 will enable us to enhance Incident
Management and implement some form of Problem Management. Of course, Remedy
is just a tool and we have much to do regarding upgrading our processes and
training our staff.
Any advice is greatly appreciated. I also thank those who previously posted
messages on this board regarding this topic.
Thanks and Regards,
Ted Takvorian
Director - Program Management
Merck & Co. Inc.
(908) 423-5124 office
(908) 217-9961 cell
[EMAIL PROTECTED]
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