We've highly configured (with only one small area of custom code and fields) our Change Management system to function for SDLC in our organization. That being said, it's just the process, not the actual automation for code deployments and such. The next phase is to integrate with TFS for our Microsoft programmers and SVN for our Java programmers, which I admit has been on a perpetual backburner while we focused on more critical stuff. Still, it's in the roadmap, as soon as we finish some of the more critical things which seem like we're making progress on.
Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock Sent: Wednesday, March 26, 2014 4:01 PM To: arslist@ARSLIST.ORG Subject: Re: How can I increase user adoption? ** Thanks for the tips everyone, glad to see I was at least on the right track in some respects. Some users may not like that the WUT has reached its sunset but you are right, part of my job is to help them see why that is actually a good thing for them. I do already have a request for inbound e-mail integration, notably for change approvals since the managers who do the approvals would love to do it easily from a mobile device so I'm already looking into that. We do own Mobile Reach but it hasn't been implemented yet, that will be a big win for the warehouse guys; that project is on my plate for this year for sure. Shawn, I am painfully aware of the "IT Hero" syndrome and if I were a manager I would want to identify those people and re-educate them so that they are more of a team player. Using Remedy wouldn't help with that but a manager could assess a user's reaction to being mandated to use Remedy more for better effort tracking. One thing that would really help sell the ITSM suite here is if it included a true software development lifecycle module (SDLC) from requirements gathering to deployment to bug tracking. Other offerings claim to have SDLC to one extent or another and currently we are using a completely different tool for that; in a perfect world we would either do it all in one tool or at least have a tight integration between the two tools. It may be that this integration might be the best way to make a lot of the users happy as the developer types work in the SDLC tool and don't like having to jump over to Remedy for some tasks. Thanks all, Rick _________________________ Rick Westbrock Remedy Administrator | IT Department 24 Hour Fitness USA, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joel Sender Sent: Wednesday, March 26, 2014 12:11 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: How can I increase user adoption? ** Hi Rick! Claire & Joe are (as usual) on the right track. The bottom line is 'WIIFM' - What's In It For Me. The only way to get user buy-in is to show them how the change will help them. Better justification for more staff; verification of current effort; fewer clicks to accomplish something; time saved (more coffee breaks), etc. You goal is to understand how the change helps them & sell it (i.e. web instead of WUT mean less overhead & better GUI tool). A secondary point would be how the change helps the enterprise/employer HTH, Joel Joel Sender jdsen...@earthlink.net<mailto:jdsen...@earthlink.net> 310.829.5552 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Wednesday, March 26, 2014 11:11 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: How can I increase user adoption? ** Rick, You have sort of answered your own question. Making the Remedy application web driven, would certainly get a more positive response from your UNIX users. Is your application mobile enabled? That could be another great tool. While many users may complain of yet another fat tool on their PC's they probably will have less to complain if they have to install an application on their mobile device, especially if that mobile device they use is a corporate device. Another approach is customizing your application to make it partially email driven wherein you let the users interact with the application through emails. The other are management strategies like that what Sanford pointed out. Try getting management that have control on company or department policies involved and explain to them the need for driving the users to use the application and its benefits. That usually is the biggest game winner. There could be no other more powerful tool than enforcing a policy - afterall that would mean it would make it an official part of their day to day activities. Work out an incentive program. One that comes to mind is awarding the most responsible user of the month an iPad or an Android tablet that he is given to use to keep, if your company loans such devices to users to perform tasks when on the move. I might call that program RUM :) - Responsible User of the Month.. Joe ________________________________ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Wednesday, March 26, 2014 1:29 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: How can I increase user adoption? Find the most overworked group. The one that really needs additional staff and are not able to provide proof. Tell them that if they document what they do, incidents and requests, they stand a better chance of getting new team members than without back-up documentation. We have several teams here that were able to hire new FTE because they had proof of all the work they do! From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock Sent: Wednesday, March 26, 2014 10:48 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: How can I increase user adoption? ** Howdy list! I recently came into a new environment where the user base (IT users only) are not very inclined to use Remedy unless they absolutely, positively must (such as for change requests). I am looking for any ideas to help me increase user adoption across the IT department which happens to have lots of *nix people who have a built-in bias for a CLI (so any GUI will have an uphill battle). Unfortunately our environment is ARS 7.1 with ITSM 7.0.3 so that's sort of strike one against me. It appears that most users are still using the Windows User Tool (WUT) which in my mind is strike two since we are living in an era of browser-based apps and in general the WUT interface just looks old. IMO users are missing out on opportunities for tracking and metrics that could be very useful for them just because they dislike the UI. I am thinking that maybe as I get to know my user base I try to push them towards the mid-tier as a first step, that is one less fat client running on their desktop. I am hoping to get the upgrade project to 8.1 into the initial planning stages soon but it will be quite a while before we are ready to start any actual work. (On a side note my plan is to stand up a fresh 8.1 server, copy over/recreate our customizations (as overlays where necessary) and then migrate the data using rrr|Chive.) In the meantime is it worth investigating the possibility of running a newer version of mid-tier against my 7.1 app server? I'm not sure if there are any visual or usability enhancements to be gained by doing so and don't want to waste time looking up compatibility charts if there's little to no improvement down this path. Any and all suggestions are welcome and feel free to toss a raspberry my way for still being on 7.1 (long story that I don't want to relate, suffice to say that I inherited the environment as did my predecessor.) I did start a complementary topic over at BMC Communities just on the off chance that there are people with valuable information there who don't read the ARSList (although I can't imagine why). https://communities.bmc.com/message/414397 Thanks, Rick _________________________ Rick Westbrock Remedy Administrator | IT Department 24 Hour Fitness USA, Inc. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ________________________________ [http://static.avast.com/emails/avast-mail-stamp.png]<http://www.avast.com/> This email is free from viruses and malware because avast! Antivirus<http://www.avast.com/> protection is active. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . 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