Let me preface by saying that I'm not sure I would have complained about this person publicly with my name attached if I were you. I can envision them deciding, "let me Google to see how other companies use Remedy" and the result is them stumbling upon your description below.
In terms of organization, we're actually struggling because we're understaffed and there is a lot of new work that wasn't there before and new projects. Our userbase has more than quadrupled with no increase in staff, and we are doing more with Remedy than ever before. This has been near and dear to my heart lately, as I'm working on providing justification to try to open up new positions. With that being said, it's extremely subjective. To give you a good answer, I'd need to know: 1) Are you custom, ITSM, or both? 2) How many "big" applications, either custom or on ITSM, does your team support? 3) How many total end users do you have? 4) How many support staff do you have? 5) How many support groups do you have? 6) How many big integrations do you have? 7) How many Incidents does your team get on average in a month? 8) How many projects does your team work on in a year? 9) How many non-project related enhancements and bug fixes (e.g. Change Requests) does your team do in a month? 10) How many people are currently on your team and how does the work break down between them? That's a lot of questions that I wouldn't expect you to be able to answer completely (and I wouldn't answer it completely in public either.) However, all of that determines how you organize your team. Typical roles within a Remedy team are going to be system administration, data entry, development, reporting, business analyst, architect, project manager, team manager, QA, etc. On my team, we have two fairly strong full time employees doing basically everything and we bring in consultants for project work. We have an external reporting team that builds reports on Remedy so we don't do that, but we do have to provide them with information and usually do all the BA work for them as well. The data entry and data management has been on us, and I can't stand doing mundane data entry tasks so I've tried to either automate or distribute as much of that out as possible. However, I've worked places where there are people dedicated to data entry that aren't developers and that seems to work well. We have a manager, who is also over other stuff, so I function as the lead and probably interact more with our director and other directors who own ITSM processes more frequently than I do my manager. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Monday, April 21, 2014 3:53 PM To: arslist@ARSLIST.ORG Subject: Remedy Support Team Hierarchy ** Hi, Our Remedy team is having its challenges. Our Management has placed a person who has no technical clue about Remedy, or any aspect of software development to manage the critical Remedy Projects. Management seems to think that you do not need Remedy experience to manage these type of projects, all you need is the ability to go out there and ask questions, chase info down. The problem is: 1) this new person does not even know the right questions to ask, and 2) cannot articulate the answers. When the developer explains things to this project manager.... It's like us talking to a piece of sheetrock. By the way, most of the "ideas and processes" this person has begun to build is without leveraging the knowledge of the Remedy Developers :) No information, new processes are even discussed to the developers. Unreal. I have not even mentioned the fact that the individual does not get along with 95% of the team. This individual is completely different Management so they think they have rescued us :) What is the Remedy team structure like in other organizations? What roles are there? My experience has been Director of Technology, Remedy Team Lead, developers, admins, business analyst.... These type of roles. _ARSlist: "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"
