Re: OT:How many Administartors does it take ?
** I think the problem is “How wide is your individual tool set?” rather than how many admins it will take to maintain the tool. If you are going to be a one person shop then you not only have to know how to add and remove users, update menus and how to add and maintain group lists to match the changing permissions issues (real ‘admin’ work), you also have to know how to modify existing forms and develop new ones and that means knowing how to gather requirements, build and test and cycle through that until you have something you can move from development to maintenance and then there is all the database work. How are your Flashboards skills? Are you a DBA, too? Can you monitor the tablespace used, grant selects and write SQL menus and procedures? What about reports: how are your Crystal skills? Can you write in JDBC to create the web dashboards managers crave like candy? It’s not the number of admins required to maintain an IT department; it’s the number of skills required. Alan E (Nick) Nicoll DocuSP Problem System Administrator Xerox Corporation Xerox Centre Drive, MS: ESC1-615 El Segundo, CA 90245 Phone 310 333-5081 Internal 8*823-5081 Fax 310 333-6898 [EMAIL PROTECTED] XEROX Technology Document Management Consulting Services www.xerox.com This email and any files transmitted with it are confidential and intended solely for the use of the addressee. If you have received this email in error please delete it. Any views or opinions presented in this email are solely those of the sender and do not necessarily represent those of Xerox Corporation. Finally, the recipient should check this email is authentic and examine it for the presence of viruses. Xerox does perform virus checks but cannot accept liability for any damage caused by any virus transmitted by this email. From: Joe DeSouza [mailto:joe_rem[EMAIL PROTECTED] Sent: Tuesday, July 18, 2006 4:34 PM Subject: Re: OT:How many Administartors does it take ? Through my personal experience there are broadly 2 factors on customization projects - cosmetic customization and customization where you require a little more lower level work wherein you might need to build another application that might be driven together with your OTB application. On cosmetic customizations usually 1 person - that too a part time resource should be sufficient to maintain your application until such times that this resource is able to impart the necessary maintenance schedules or routines developed to the DBA... On the other hand if you are faced with the task of building applications and customizations wherein there is more development work involved you would require a long time resource or even a permanant resource with the skills of Remedy development, strong database knowledge, knowledge of other tools an added plus.. Regards Joe D'Souza Remedy Developer / Consultant, BearingPoint, Time Warner Cable Project, Virginia. - Original Message From: Will Du Chene <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Tuesday, July 18, 2006 3:49:25 PM Subject: Re: OT:How many Administartors does it take ? The only answer that I think of is: it depends. The number of administrators and/or support staff is going to depend upon what you intend to do with the product once you have it installed. Are you planning on integrating it with existing systems? What are your support hours going to be like? What sort of support coverage are you doing to need? It has been my experience that most AR Admins/Developers are the typical over-worked, not-happy-unless-they-are-moving-at-mach-2.5-with-the-hair-on-fire types. They dread being idle, require lots of pizza and... Are you buying any of this? No? Well, I tried... :-) Most of the implementations which I have been a part of have always had at minimum two admins. One was a primary, and the other was a backup. Having just one admin is like having one foot and then expecting to run. It doesn't work very well. Vacations, sick days, projects, other work all factor into it. If you go with two, you might want to stagger schedules, such that one comes in later in the morning and stays later in the evening to do release migrations and to extend the coverage window into the evening, etc. One of the larger implementations (over 300 concurrent, numerous apps, the AR System was their pimary tool) had six staff. There were two developers, one manager and three analysts. Another had two developers, one manager and one analyst. Other implementations of around a hundred or so had two admins as well. Piece of wisdom: develop sub-administrators or local subject matter experts. Farm the care and daily feeding of certain aspects of your system out to them, rather than relying upon your admins to maintain it. That will free them up for more important things. HTH. > Hello All, > I would l
Re: OT:How many Administartors does it take 2 ?
We use a customised Helpdesk and have over 700 support staff, 3200 sites and log in excess of 30 cases per year in helpdesk alone. AR has multiply plugins, including DEXTERRA, Altiris, internal LDAP, and links to numerous external vendors using EDI and external reporting to COGNOS. The over head is not in ARS administration but application admin. We have 1 fulltime ARS admin with a backup, and 6 application admin. We are looking at Version 7 as i write and the project may require addition ARS resources as this appear bigger then Ben Hur On 7/19/06, Susan Palmer <[EMAIL PROTECTED]> wrote: ** You are still providing too little information. If you're just doing maintenance Admin work, then one. The number of tickets doesn't matter that much in that situation. You are not providing version info but I'll assume 6+ so if you want to archive it's automated. Are the tickets all in one form. It doesn't take that long to create users. How many groups are involved? Are there special permission groups? Even that doesn't take that much extra time. You're not giving information on if you expect there to be additional modifications to the system. Theoretically, once it's modified and running, it just keeps on running. No work to be done there. Are you trying to provide info to a client or your own company? Looking to get additional admins? Help us if you want better answers. Susan On 7/18/06, Tom Hamill <[EMAIL PROTECTED]> wrote: > > ** > OK let me try this again with the correct figures. > > I would like to find out on the average about how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. > The type of shops I would like hear from are ones that create 250,000- 300,000 tickets per year with about 175 concurrent users. > > > Thank You again for you help,__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: OT:How many Administartors does it take ?
** Through my personal experience there are broadly 2 factors on customization projects - cosmetic customization and customization where you require a little more lower level work wherein you might need to build another application that might be driven together with your OTB application. On cosmetic customizations usually 1 person - that too a part time resource should be sufficient to maintain your application until such times that this resource is able to impart the necessary maintenance schedules or routines developed to the DBA... On the other hand if you are faced with the task of building applications and customizations wherein there is more development work involved you would require a long time resource or even a permanant resource with the skills of Remedy development, strong database knowledge, knowledge of other tools an added plus.. Regards Joe D'Souza Remedy Developer / Consultant, BearingPoint, Time Warner Cable Project, Virginia. - Original Message From: Will Du Chene <[EMAIL PROTECTED]>To: arslist@ARSLIST.ORGSent: Tuesday, July 18, 2006 3:49:25 PMSubject: Re: OT:How many Administartors does it take ? The only answer that I think of is: it depends.The number of administrators and/or support staff is going to depend uponwhat you intend to do with the product once you have it installed. Are youplanning on integrating it with existing systems? What are your supporthours going to be like? What sort of support coverage are you doing toneed?It has been my experience that most AR Admins/Developers are the typicalover-worked,not-happy-unless-they-are-moving-at-mach-2.5-with-the-hair-on-fire types.They dread being idle, require lots of pizza and... Are you buying any ofthis? No? Well, I tried... :-)Most of the implementations which I have been a part of have always had atminimum two admins. One was a primary, and the other was a backup. Havingjust one admin is like having one foot and then expecting to run. Itdoesn't work very well. Vacations, sick days, projects, other work allfactor into it. If you go with two, you might want to stagger schedules,such that one comes in later in the morning and stays later in the eveningto do release migrations and to extend the coverage window into theevening, etc.One of the larger implementations (over 300 concurrent, numerous apps, theAR System was their pimary tool) had six staff. There were two developers,one manager and three analysts. Another had two developers, one managerand one analyst. Other implementations of around a hundred or so had twoadmins as well.Piece of wisdom: develop sub-administrators or local subject matterexperts. Farm the care and daily feeding of certain aspects of your systemout to them, rather than relying upon your admins to maintain it. Thatwill free them up for more important things.HTH.> Hello All,> I would like to find out on the average how many ARS Administrators are> needed to maintain a modified out of the box Help Desk system.> The type of shops I would like hear from create 800 - 1000 tickets per> year with about 175 consecutive users.>> Thank You for you help,> Tom>> ___> UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org>___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
Re: OT:How many Administartors does it take 2 ?
** You are still providing too little information. If you're just doing maintenance Admin work, then one. The number of tickets doesn't matter that much in that situation. You are not providing version info but I'll assume 6+ so if you want to archive it's automated. Are the tickets all in one form. It doesn't take that long to create users. How many groups are involved? Are there special permission groups? Even that doesn't take that much extra time. You're not giving information on if you expect there to be additional modifications to the system. Theoretically, once it's modified and running, it just keeps on running. No work to be done there. Are you trying to provide info to a client or your own company? Looking to get additional admins? Help us if you want better answers. Susan On 7/18/06, Tom Hamill <[EMAIL PROTECTED]> wrote: ** OK let me try this again with the correct figures. I would like to find out on the average about how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. The type of shops I would like hear from are ones that create 250,000- 300,000 tickets per year with about 175 concurrent users. Thank You again for you help,__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: OT:How many Administartors does it take ?
** Tom, I was the admin for our team, and we were dealing with around 200 tickets per day, ie. 1000 per week, 4k per month, etc. As others have said, its more a question of what you are wanting to do with the system, rather than the number of tickets. Once its in place and running, you can almost have anyone doing regular day to day admin work, but if you are talking more like regular development, it will depend on the nature of the developments, tasks to be undertaken, etc. that determines how many (developer) admins that you need. (I really don't like the term administrator, the AR Admin tool should really be the AR Developer tool) Regards Dave On 18/07/06, Tom Hamill <[EMAIL PROTECTED]> wrote: ** Hello All, I would like to find out on the average how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. The type of shops I would like hear from create 800 - 1000 tickets per year with about 175 consecutive users. Thank You for you help, Tom__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Suspected Spam: OT:How many Administartors does it take ?
** Or several bad ones ? Sorry, couldn't resist Dave On 18/07/06, McKenzie, James J C-E LCMC HQISEC/L3 <[EMAIL PROTECTED]> wrote: ** One. James McKenzie From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Tom HamillSent: Tuesday, July 18, 2006 10:32 AMTo: arslist@ARSLIST.ORG Subject: Suspected Spam: OT:How many Administartors does it take ? ** Hello All, I would like to find out on the average how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. The type of shops I would like hear from create 800 - 1000 tickets per year with about 175 consecutive users. Thank You for you help, Tom__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: OT:How many Administartors does it take ?
Will, I would also add to your answer that it depends on how many changes to the applications are expected over time too. If the application is customized and "set in stone" then consultants can be brought in for a few weeks (ok, maybe a few months the buisness does not really already know what they want done.) and then leave. As long as just "user work" is needed from that point forward then "developers" are not really needed at all. HOWEVER, I really doubt that will be the case for long. There will be changes needed at somepoint and having to call the consultants back, over and over again, will get expensive over time. So Plan ahead, hire one, two or three full time people before you get started. Then they will have the incumbered knowledge of how the system changed from day one and they will be very valuable to your org. (Size the group on expected work, and expand if needed in the first year or two.) In reality you might find that you need more "user trainers" than "developers" if your org's user turn over rate is high enough too. (Again, all questions/details that are more about your org/buisness than the load/capacity of the AR System.) -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. Never ascribe to malice, that which can be explained by incompetence. On 7/18/06, Will Du Chene <[EMAIL PROTECTED]> wrote: The only answer that I think of is: it depends. The number of administrators and/or support staff is going to depend upon what you intend to do with the product once you have it installed. Are you planning on integrating it with existing systems? What are your support hours going to be like? What sort of support coverage are you doing to need? It has been my experience that most AR Admins/Developers are the typical over-worked, not-happy-unless-they-are-moving-at-mach-2.5-with-the-hair-on-fire types. They dread being idle, require lots of pizza and... Are you buying any of this? No? Well, I tried... :-) Most of the implementations which I have been a part of have always had at minimum two admins. One was a primary, and the other was a backup. Having just one admin is like having one foot and then expecting to run. It doesn't work very well. Vacations, sick days, projects, other work all factor into it. If you go with two, you might want to stagger schedules, such that one comes in later in the morning and stays later in the evening to do release migrations and to extend the coverage window into the evening, etc. One of the larger implementations (over 300 concurrent, numerous apps, the AR System was their pimary tool) had six staff. There were two developers, one manager and three analysts. Another had two developers, one manager and one analyst. Other implementations of around a hundred or so had two admins as well. Piece of wisdom: develop sub-administrators or local subject matter experts. Farm the care and daily feeding of certain aspects of your system out to them, rather than relying upon your admins to maintain it. That will free them up for more important things. HTH. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: OT:How many Administartors does it take ?
The only answer that I think of is: it depends. The number of administrators and/or support staff is going to depend upon what you intend to do with the product once you have it installed. Are you planning on integrating it with existing systems? What are your support hours going to be like? What sort of support coverage are you doing to need? It has been my experience that most AR Admins/Developers are the typical over-worked, not-happy-unless-they-are-moving-at-mach-2.5-with-the-hair-on-fire types. They dread being idle, require lots of pizza and... Are you buying any of this? No? Well, I tried... :-) Most of the implementations which I have been a part of have always had at minimum two admins. One was a primary, and the other was a backup. Having just one admin is like having one foot and then expecting to run. It doesn't work very well. Vacations, sick days, projects, other work all factor into it. If you go with two, you might want to stagger schedules, such that one comes in later in the morning and stays later in the evening to do release migrations and to extend the coverage window into the evening, etc. One of the larger implementations (over 300 concurrent, numerous apps, the AR System was their pimary tool) had six staff. There were two developers, one manager and three analysts. Another had two developers, one manager and one analyst. Other implementations of around a hundred or so had two admins as well. Piece of wisdom: develop sub-administrators or local subject matter experts. Farm the care and daily feeding of certain aspects of your system out to them, rather than relying upon your admins to maintain it. That will free them up for more important things. HTH. > Hello All, > I would like to find out on the average how many ARS Administrators are > needed to maintain a modified out of the box Help Desk system. > The type of shops I would like hear from create 800 - 1000 tickets per > year with about 175 consecutive users. > > Thank You for you help, > Tom > > ___ > UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org > ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
OT:How many Administartors does it take 2 ?
** OK let me try this again with the correct figures. I would like to find out on the average about how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. The type of shops I would like hear from are ones that create 250,000- 300,000 tickets per year with about 175 concurrent users. Thank You again for you help, __20060125___This posting was submitted with HTML in it___
Re: OT:How many Administartors does it take ?
** Tom, Do you really mean 800-1000 tickets / month? Are you defining users as those people actually doing the Remedy work, submitting, resolving etc., as opposed to customers calling with issues? Are you doing continuous customizations to your modified out of the box HD or plan on just leaving it as is? It may be hard to justify even one whole admin unless you have customization development going on. What versions are you running? Give us a little more background please. Thanks, Susan On 7/18/06, Tom Hamill <[EMAIL PROTECTED]> wrote: ** Hello All, I would like to find out on the average how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. The type of shops I would like hear from create 800 - 1000 tickets per year with about 175 consecutive users. Thank You for you help, Tom__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: OT:How many Administartors does it take ?
** You don't really mean "800 - 1000 tickets per year" do you??? Thats way lower than most people create on their development boxes per week during a testing phase... You wouldn't even require a full time Remedy Administrator for maintaining that kind of a shop! Joe D'Souza Remedy Developer / Consultant, BearingPoint, Time Warner Cable Project, Virginia. - Original Message From: Tom Hamill <[EMAIL PROTECTED]>To: arslist@ARSLIST.ORGSent: Tuesday, July 18, 2006 1:32:20 PMSubject: OT:How many Administartors does it take ?** Hello All, I would like to find out on the average how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. The type of shops I would like hear from create 800 - 1000 tickets per year with about 175 consecutive users. Thank You for you help, Tom__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Suspected Spam: OT:How many Administartors does it take ?
** One. James McKenzie From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tom HamillSent: Tuesday, July 18, 2006 10:32 AMTo: arslist@ARSLIST.ORGSubject: Suspected Spam: OT:How many Administartors does it take ? ** Hello All, I would like to find out on the average how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. The type of shops I would like hear from create 800 - 1000 tickets per year with about 175 consecutive users. Thank You for you help, Tom__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: OT:How many Administartors does it take ?
By consecutive I assume you mean concurrent? I assume the system is for querying and retrieving data since 1000 tickets a year is an extremely small amount for that amount of users, am I correct? Timothy Button Remedy Systems Consultant [EMAIL PROTECTED] From: Tom Hamill <[EMAIL PROTECTED]> Reply-To: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Subject: OT:How many Administartors does it take ? Date: Tue, 18 Jul 2006 13:32:20 -0400 MIME-Version: 1.0 Received: from listserv.rbugs.com ([69.90.217.26]) by bay0-mc2-f4.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444); Tue, 18 Jul 2006 10:39:59 -0700 Received: from RBUGS ([69.90.217.26]) by listserv.rbugs.com with Microsoft SMTPSVC(6.0.3790.1830); Tue, 18 Jul 2006 13:36:36 -0400 Received: by LISTSERV.RBUGS.COM (LISTSERV-TCP/IP release 14.4) with spool id 1202631 for [EMAIL PROTECTED]; Tue, 18 Jul 2006 13:30:28 -0400 Received: from 64.233.166.176 by LISTSERV.RBUGS.COM (SMTPL release 1.0i) with TCP; Tue, 18 Jul 2006 13:30:28 -0400 Received: by py-out-1112.google.com with SMTP id t32so1900403pyc for ; Tue, 18 Jul 2006 10:32:20 -0700 (PDT) Received: by 10.35.29.6 with SMTP id g6mr5815281pyj; Tue, 18 Jul 2006 10:32:20 -0700 (PDT) Received: by 10.35.108.8 with HTTP; Tue, 18 Jul 2006 10:32:20 -0700 (PDT) X-Message-Info: txF49lGdW40uxCoqU//txpy00iFmrpMViACK+8+iLEQ= DomainKey-Signature: a=rsa-sha1; q=dns; c=nofws; s=beta; d=gmail.com; h=received:message-id:date:from:to:subject:mime-version:content-type; b=hS8lZGrT4hVHiEsAex5+ltuKodDoIitrW0/ot6tEo3e5vtlBcuO8+FRcAPwenRA4JHgLdySkwfVNg5XxAzuQxT3okmTOwLuBc0aedhiKwdcyiOghhgYw9He+hwCZHDx1s5RD8BQNrKk2Gjr3di2Cd8Q3DstN1RpV3AMaW0bpCwQ= Newsgroups: public.remedy.arsystem.general Precedence: list Return-Path: [EMAIL PROTECTED] X-OriginalArrivalTime: 18 Jul 2006 17:36:36.0278 (UTC) FILETIME=[B7D41560:01C6AA90] Hello All, I would like to find out on the average how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. The type of shops I would like hear from create 800 - 1000 tickets per year with about 175 consecutive users. Thank You for you help, Tom ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
OT:How many Administartors does it take ?
** Hello All, I would like to find out on the average how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. The type of shops I would like hear from create 800 - 1000 tickets per year with about 175 consecutive users. Thank You for you help, Tom __20060125___This posting was submitted with HTML in it___
