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
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