Excellent questions from you, David, and Norm. Answers: - The upgrade will include ARS along with Service Management, Change Management, and Asset Management - Not aware of any Approval, SLA, Flashboard, or DSO use - Undecided to use a Windows or AIX platform (currently AIX but considering Windows) - Database will remain Oracle (no change) - Several million existing tickets - CMDB exists but needs to be fully defined and populated - Current ITSM suite (6.3?) is very lightly customized; client is willing to "go vanilla" (no customization) for the migration effort - Users interact with ITSM applications via thick (user tool) and thin (web browser) clients via MidTier, scattered across multiple sites and timezones - Single large enterprise-wide instance; not aware of any load balancers in use or planned - Strong interest in implementing ITIL v3 processes - Client is neither fast nor slow to make key decisions Yes, we're aware they will require user training and sysadmin training as part of the migration effort. They will probably also need a requirements session, a functional specification, a gap analysis, an ITIL implementation plan, logical and physical designs for production/staging/development environments, a security plan, a technical implementation plan, and revised system maintenance procedures, but that should all be part of the migration effort. Still looking for a sample project plan (with key milestones), suggestions, concerns, and "gotcha's" for a typical Remedy upgrade. Perhaps you can recommend a list of 10-20 key milestones, with prerequisite tasks and dependencies? -- Bing
_____ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Kaïs Albassir Sent: Wednesday, January 14, 2009 8:11 AM To: [email protected] Subject: Re: Remedy 7 Upgrade Project Plan (with Milestones) ** How big is their implementation (number of users, Incident/month, item in the CMDB,... other key figures)? How many integrations do they have? With which applications? Load balancers? What version do they come from? Is it an ARS upgrade, or also an ITSM upgrade? If ITSM upgrade, is their current version vanilla or customized? What interface are they using (User Tool, Web, some mobile stuff...) Also a DB upgrade? Hardware upgrade? Mind compatibility issues..... Don't forget user training and resistance to change. Well, that's it for a start. Hope this helps. Kaïs [email protected] Want to better manage and understand your ARS applications? Check our website at www.arsmarts.com for the new ARS companion product. Bradford Bingel wrote: ** Our large client has an equally large Remedy 7 upgrade planned for later this year. Another consulting firm has been engaged for that planning effort and has presented an initial project plan and list of milestones. Our services have (so far) been limited to developing project management best practices and PM mentoring, but now the client has asked us to weigh in on the proposed upgrade plan. At first glance it appears to overly cumbersome, requiring large amounts of additional consulting services. The client has implied they're concerned they are being used to shore up that vendor's sagging revenues in today's economy. We're inclined to agree, but promised we would seek out an objective, third-party opinion -- namely yours, the ARSlist faithful. If you're willing please share your project plans (with key milestones), suggestions, concerns, and "gotcha's" for a typical Remedy upgrade. Ideally we're looking for a list of 10-20 key milestones, with prerequisite tasks and any dependencies. Many thanks in advance! -- Bing Bradford Bingel ("Bing") ITM3 California [email protected] (email) 925-260-6394 (mobile) __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
