FW: Question about what it takes to configure and maintain ITSM(real world)
Hello everyone, This is a repost, as I had sent it once before, and I promise it will be my last time bugging you all about this! :) I have only received one response, and I just wanted to see if anyone could offer some more information before I move on. I am reaching out to you in hopes that you can help me gather some real world data in what it takes to handle a FULL Remedy ITSM setup. We currently have Remedy 7.6.03 system installed, along with the full ITSM suite(7.6.03), but ONLY using Incident Management at this time. Some metrics of current use: 385 Support Staff that currently use our system. 200,000+ Incidents so far SO! (no need for long replies, just numbers of what you have seen before can help) In your experiences, can anyone give a very rough guess based on the metrics above, how many full time employees would you estimate it could take to: 1. Fully configure ITSM 7.6.03, Incident, Change, Problem, Asset, CMDB, and ADDM to be ready for production use. 2. After getting everything up and running in production, how many full time employees would it take to keep it running smoothly. by 'full time employees', I mean an employee whose job is 100%, or close to that %, focused on Remedy/ITSM. Remed/ITSM is not new to us, but bringing everything up to production, fully configured, and ready to go in our setting is new, so I would like to get the input of those who have gone there before! thank you in advance, and feel free to email me off list if you prefer. Best Regards, -- Michael Hirst University of Arizona, UITS 520-621-0867 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: FW: Question about what it takes to configure and maintain ITSM(real world)
A large variable in your question is the size and shape of the CMDB. There are many other variables as well. You probably never received an answer because no one can really answer your question without much more information. There isn't a linear formula for scalability. Sincerly, David Charters Charters Technologies 317-331-8985 Original message From: Hirst, Michael - (mhirst) mhi...@email.arizona.edu Date:02/27/2014 3:03 PM (GMT-05:00) To: arslist@ARSLIST.ORG Subject: FW: Question about what it takes to configure and maintain ITSM(real world) Hello everyone, This is a repost, as I had sent it once before, and I promise it will be my last time bugging you all about this! :) I have only received one response, and I just wanted to see if anyone could offer some more information before I move on. I am reaching out to you in hopes that you can help me gather some real world data in what it takes to handle a FULL Remedy ITSM setup. We currently have Remedy 7.6.03 system installed, along with the full ITSM suite(7.6.03), but ONLY using Incident Management at this time. Some metrics of current use: 385 Support Staff that currently use our system. 200,000+ Incidents so far SO! (no need for long replies, just numbers of what you have seen before can help) In your experiences, can anyone give a very rough guess based on the metrics above, how many full time employees would you estimate it could take to: 1. Fully configure ITSM 7.6.03, Incident, Change, Problem, Asset, CMDB, and ADDM to be ready for production use. 2. After getting everything up and running in production, how many full time employees would it take to keep it running smoothly. by 'full time employees', I mean an employee whose job is 100%, or close to that %, focused on Remedy/ITSM. Remed/ITSM is not new to us, but bringing everything up to production, fully configured, and ready to go in our setting is new, so I would like to get the input of those who have gone there before! thank you in advance, and feel free to email me off list if you prefer. Best Regards, -- Michael Hirst University of Arizona, UITS 520-621-0867 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Question about what it takes to configure and maintain ITSM(real world)
I think you won't get a lot of responses because it's much more subjective than that. What duties would your team has depends completely on how your users use the system and what integrations you have. For us, we currently have two FTEs and one contractor. However, I try to push as much of the small repetitive stuff down the chain as much as possible to get as close to a point of us just working on projects and keeping the system running. We've automated some things, built some integrations, and educated the support staff about what they can do instead of having two people as a bottleneck for the hundreds of I.T. workers and tens of thousands of users. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hirst, Michael - (mhirst) Sent: Thursday, February 27, 2014 2:04 PM To: arslist@ARSLIST.ORG Subject: FW: Question about what it takes to configure and maintain ITSM(real world) Hello everyone, This is a repost, as I had sent it once before, and I promise it will be my last time bugging you all about this! :) I have only received one response, and I just wanted to see if anyone could offer some more information before I move on. I am reaching out to you in hopes that you can help me gather some real world data in what it takes to handle a FULL Remedy ITSM setup. We currently have Remedy 7.6.03 system installed, along with the full ITSM suite(7.6.03), but ONLY using Incident Management at this time. Some metrics of current use: 385 Support Staff that currently use our system. 200,000+ Incidents so far SO! (no need for long replies, just numbers of what you have seen before can help) In your experiences, can anyone give a very rough guess based on the metrics above, how many full time employees would you estimate it could take to: 1. Fully configure ITSM 7.6.03, Incident, Change, Problem, Asset, CMDB, and ADDM to be ready for production use. 2. After getting everything up and running in production, how many full time employees would it take to keep it running smoothly. by 'full time employees', I mean an employee whose job is 100%, or close to that %, focused on Remedy/ITSM. Remed/ITSM is not new to us, but bringing everything up to production, fully configured, and ready to go in our setting is new, so I would like to get the input of those who have gone there before! thank you in advance, and feel free to email me off list if you prefer. Best Regards, -- Michael Hirst University of Arizona, UITS 520-621-0867 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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
Re: FW: Question about what it takes to configure and maintain ITSM(real world)
Michael, As the other 2 posters suggested, it varies depending on your environment and size. I'll share my experience in case you find it helpful. At my last job, our IT department was 450 in size and support Healthcare institutions (mainly hospitals). The company was constantly engaged in project work for our customers and Remedy was depended upon to provide support for those initiatives. There was what I wanted and what I got. I was the product manager and I would handle the high level direction of our implementation and provide guidance on the processes. I had 1-2 strong developers and 1-2 junior level admins/developers. The junior level admins dealt with the day to day support issues / requests and light development (I cross trained as much as possible). The developers worked mostly on customizations and 2nd level support or jumped into the queue to help us stay current with tickets assigned to my team. Non-support work was split doing the following activities: · System maintenance (checking logs and working with server / DB admins to rectify or proactively address issues) · Code development / configuration · Report design · Developing Service Items (for Self Service); you don?t have this based on your post, but switch this person for ADDM if there is a lot to admin there. · Project/product support - New systems (or customers) added to the environment and my team ensured that Remedy was updated accordingly, typically new groups and categorizations, but sometimes bulk loading of data (like new CIs). When my team was at full strength it totaled 5 including myself. We were able to take on new projects/request and do full support. When we had less the work slowed down based on staff and I prioritized accordingly. That?s my experience at my previous company, hopefully that?s helpful. From: Hirst, Michael - (mhirst) mhi...@email.arizona.edu To: arslist@ARSLIST.ORG, Date: 02/27/2014 03:03 PM Subject:FW: Question about what it takes to configure and maintain ITSM(real world) Sent by:Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Hello everyone, This is a repost, as I had sent it once before, and I promise it will be my last time bugging you all about this! :) I have only received one response, and I just wanted to see if anyone could offer some more information before I move on. I am reaching out to you in hopes that you can help me gather some real world data in what it takes to handle a FULL Remedy ITSM setup. We currently have Remedy 7.6.03 system installed, along with the full ITSM suite(7.6.03), but ONLY using Incident Management at this time. Some metrics of current use: 385 Support Staff that currently use our system. 200,000+ Incidents so far SO! (no need for long replies, just numbers of what you have seen before can help) In your experiences, can anyone give a very rough guess based on the metrics above, how many full time employees would you estimate it could take to: 1. Fully configure ITSM 7.6.03, Incident, Change, Problem, Asset, CMDB, and ADDM to be ready for production use. 2. After getting everything up and running in production, how many full time employees would it take to keep it running smoothly. by 'full time employees', I mean an employee whose job is 100%, or close to that %, focused on Remedy/ITSM. Remed/ITSM is not new to us, but bringing everything up to production, fully configured, and ready to go in our setting is new, so I would like to get the input of those who have gone there before! thank you in advance, and feel free to email me off list if you prefer. Best Regards, -- Michael Hirst University of Arizona, UITS 520-621-0867 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: FW: Question about what it takes to configure and maintain ITSM(real world)
Seems like my earlier reply went to black hole. Since you have Incident already ironed out, most of the foundation data is shared across the modules. Assuming you intend to use the system as is without much customizations. I would say after the implementation you need --One FTE for Incident,Problem,Change,Tasks,Installs,Patching,PerfTuning,SSO etc.. --One FTE for Asset,CMDB,ADDM. --One junior/shared resource to handle day to day user queries/people profiles and other data related tasks. During implementation depending on your project timelines you might have to add in one or two temp resource for Asset,CMDB,ADDM. These are the only modules that are labor intensive as there are more moving parts and the tool will always have some kind of issues,crashes,bugs,surprises and you always need to hack around. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: FW: Question about what it takes to configure and maintain ITSM(real world)
Hi David, Thank you for the input, I appreciate it. I can fully understand not being able to answer due to not having enough information, and I apologize for not being able to provide much more. I guess I was actually looking for an experts 'guess'...which is not very helpful for you all. Still, thank you! -- Michael Hirst University of Arizona, UITS 520-621-0867 From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of David Charters [da...@charterstechnologies.com] Sent: Thursday, February 27, 2014 01:26 PM To: arslist@ARSLIST.ORG Subject: Re: FW: Question about what it takes to configure and maintain ITSM(real world) ** A large variable in your question is the size and shape of the CMDB. There are many other variables as well. You probably never received an answer because no one can really answer your question without much more information. There isn't a linear formula for scalability. Sincerly, David Charters Charters Technologies 317-331-8985 Original message From: Hirst, Michael - (mhirst) Date:02/27/2014 3:03 PM (GMT-05:00) To: arslist@ARSLIST.ORG Subject: FW: Question about what it takes to configure and maintain ITSM(real world) Hello everyone, This is a repost, as I had sent it once before, and I promise it will be my last time bugging you all about this! :) I have only received one response, and I just wanted to see if anyone could offer some more information before I move on. I am reaching out to you in hopes that you can help me gather some real world data in what it takes to handle a FULL Remedy ITSM setup. We currently have Remedy 7.6.03 system installed, along with the full ITSM suite(7.6.03), but ONLY using Incident Management at this time. Some metrics of current use: 385 Support Staff that currently use our system. 200,000+ Incidents so far SO! (no need for long replies, just numbers of what you have seen before can help) In your experiences, can anyone give a very rough guess based on the metrics above, how many full time employees would you estimate it could take to: 1. Fully configure ITSM 7.6.03, Incident, Change, Problem, Asset, CMDB, and ADDM to be ready for production use. 2. After getting everything up and running in production, how many full time employees would it take to keep it running smoothly. by 'full time employees', I mean an employee whose job is 100%, or close to that %, focused on Remedy/ITSM. Remed/ITSM is not new to us, but bringing everything up to production, fully configured, and ready to go in our setting is new, so I would like to get the input of those who have gone there before! thank you in advance, and feel free to email me off list if you prefer. Best Regards, -- Michael Hirst University of Arizona, UITS 520-621-0867 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Question about what it takes to configure and maintain ITSM(real world)
Thank you Shawn! The information was very helpful. Thanks for taking the time to respond. Regards, -- Michael Hirst University of Arizona, UITS 520-621-0867 From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Pierson, Shawn [shawn.pier...@energytransfer.com] Sent: Thursday, February 27, 2014 01:28 PM To: arslist@ARSLIST.ORG Subject: Re: Question about what it takes to configure and maintain ITSM(real world) I think you won't get a lot of responses because it's much more subjective than that. What duties would your team has depends completely on how your users use the system and what integrations you have. For us, we currently have two FTEs and one contractor. However, I try to push as much of the small repetitive stuff down the chain as much as possible to get as close to a point of us just working on projects and keeping the system running. We've automated some things, built some integrations, and educated the support staff about what they can do instead of having two people as a bottleneck for the hundreds of I.T. workers and tens of thousands of users. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hirst, Michael - (mhirst) Sent: Thursday, February 27, 2014 2:04 PM To: arslist@ARSLIST.ORG Subject: FW: Question about what it takes to configure and maintain ITSM(real world) Hello everyone, This is a repost, as I had sent it once before, and I promise it will be my last time bugging you all about this! :) I have only received one response, and I just wanted to see if anyone could offer some more information before I move on. I am reaching out to you in hopes that you can help me gather some real world data in what it takes to handle a FULL Remedy ITSM setup. We currently have Remedy 7.6.03 system installed, along with the full ITSM suite(7.6.03), but ONLY using Incident Management at this time. Some metrics of current use: 385 Support Staff that currently use our system. 200,000+ Incidents so far SO! (no need for long replies, just numbers of what you have seen before can help) In your experiences, can anyone give a very rough guess based on the metrics above, how many full time employees would you estimate it could take to: 1. Fully configure ITSM 7.6.03, Incident, Change, Problem, Asset, CMDB, and ADDM to be ready for production use. 2. After getting everything up and running in production, how many full time employees would it take to keep it running smoothly. by 'full time employees', I mean an employee whose job is 100%, or close to that %, focused on Remedy/ITSM. Remed/ITSM is not new to us, but bringing everything up to production, fully configured, and ready to go in our setting is new, so I would like to get the input of those who have gone there before! thank you in advance, and feel free to email me off list if you prefer. Best Regards, -- Michael Hirst University of Arizona, UITS 520-621-0867 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Question about what it takes to configure and maintain ITSM(real world)
Hello everyone, I am reaching out to you in hopes that you can help me gather some real world data in what it takes to handle a FULL Remedy ITSM setup. We have been asked by management to get this information. First some background. We are a university, and we have a team of two people, and currently have Remedy 7.6.03 system installed, along with the full ITSM suite(7.6.03) running only Incident Tracking in a production environment so far(3+ years to date). In addition to Remedy, our team also handles a completely different issue tracking system, an enterprise wiki, a sharepoint environment, and dabbles in software licensing, so we can't give 100% attention to our Remedy system. Some metrics of current use: 385 Support Staff that currently use our system. 200,000+ Incidents so far 200,000+ possible customers. Possible because they have access to the system, but of course not all use it here. Take those numbers, and your typical data for a university that needs to be gathered from multiple sources and pulled into CMDB/asset/etc. SO! In your experiences, can anyone give a very rough guess based on the metrics above, how many full time employees would you estimate it could take to: 1. Fully configure ITSM 7.6.03, Incident, Change, Problem, Asset, CMDB, and ADDM to be ready for production use. 2. After getting everything up and running in production, how many full time employees would it take to keep it running smoothly. by 'full time employees', I mean an employee whose job is 100%, or close to that %, focused on Remedy/ITSM. Remed/ITSM is not new to us, but bringing everything up to production, fully configured, and ready to go in our setting is new, so I would like to get the input of those who have gone there before! thank you in advance, and feel free to email me off list if you prefer. Best Regards -- Michael Hirst University of Arizona, UITS 520-621-0867 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
