Implementing Remedy

Discussion of any ITIL or related issues that don't fit well into any of the above.
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Shazad99
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Wed Aug 10, 2011 1:37 pm

Hi, does anybody have or know where i can go for a sample project plan for implementing Remedy service desk s/w. I've been asked to look into this with my manager and we witnessed a demo for the cloud based version which looks quite good. I'm just trying to get my ideas to paper since I've not done this before.

Any help would be appreciated. Thanks.


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UKVIKING
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Thu Aug 11, 2011 3:19 am

Shazad99,

This is an ITIL forum not a remedy forum. Do you think if you asked this in a Remedy forum you would get a better chance of a response ?

A project plan is a project plan.
regardless of the tool being deployed

Also, having you considered asking remedy
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LizGallacher
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Sun Aug 14, 2011 1:17 pm

Implementing Remedy is much the same as implementing other software. (I disagree with UKVIKING about looking for a Remedy-specific forum)
You will need to gather data, such as CI data, organisational data etc. You will need to decide upon what categories, statuses, diagnosis codes you want. What reports need to be generated?
You will want to set up links to Active Directory, Auto-discovery tools etc.Hopefully you already have worked out the process and workflow you want BEFORE looking at products.
Then there is ts the testing, training and rollout, as for anything else.

Your Remedy salesperson should have a draft plan, with suggested timescales for you to adapt.
Liz Gallacher,
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UKVIKING
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Sun Aug 14, 2011 2:25 pm

Liz,

Installing remedy is exactly like ever other s/w tool. however, as I am in the midst of doing so, I prefer to ask questions on a Remedy forum for the remedy speciific questions.

THere is a lot of prepatory work before installing the software
there is a prepatory work to be done one the software is installed
some of the prep work is process, some in network, some in system, etc
some in other tools

A remedy or other tool installation should not be done on the back of a sheet ofpaper not attempted by someone who has never done it before

Merely getting some one else project plan is not the best thing to do

get some one who has experience in doing this

Liz, my objection is asking for remedy / software installation project plans in a forum that is not specialized in that is simply a poor idea

It is like asking medical advice on a cooking forum
John Hardesty
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LizGallacher
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Sun Aug 14, 2011 2:42 pm

Fair enough - I agree with most of your points - I assumed that it was a more generic approach that he was looking for, not specific to Remedy. What I meant by suggesting he spoke to his salesperson, was that in these situations they often have lists the specific information the tool requires to be populated, and an approximate timescale - I was not suggesting tat this was the answer, just one of the resources to be used. I agree that this is a big job, and needs experience - either his own, or that of a specialist.
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Accredited ITIL and ISO/IEC20000 Trainer and Consultant - Freelance
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UKVIKING
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Mon Aug 15, 2011 4:07 am

Liz

I do understand your points as well in your first reply to me.

My issue with Shazad99 is TLI and RMI

Too little information
Request much information

Basically, the way I read the post is as follows

I and my mgr went to a dog and pony show // trade show and saw the demo of Remedy by the sales team. We now want to install remedy and replace all our software with this.

We have never done this before

I need a project plan to present to my boss as my own as I can not think of what needs to be done
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Wed Aug 17, 2011 3:01 am

Shazad99 wrote:Remedy service desk ... cloud based version which looks quite good.
At least they have done their evaluation against requirements and they know it is the right product at the right price :twisted:

An important part of the project plan will be derived from their specification of requirements :twisted: :twisted:
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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