The much-anticipated IST Enterprise Ticketing project, or Remedy project, is rapidly moving toward production in summer 2008. This project will consolidate the various incident management and ticketing systems across IST. BMC's Remedy version 7 was selected as a robust and "industrial strength" system that met all of IST's requirements, and had the capability to be offered out to campus as a service in future phases of the project. In January of this year, implementation work began with setting up a base platform, creating development and production environments, and initiating preliminary testing.
For further background information about this project, including the contract overviews and the initial analyses, see the January 2008 iNews article Service Desk update: IST Enterprise Ticketing project.
Current work
The CalMail support team is the first of the IST support teams to move to Remedy v7 and is expected to be fully migrated by mid-August. CalMail customers will initially see no difference in submitting requests for help. The currently used email address for CalMail help requests, will continue to be active while customers are encouraged to switch to the Remedy web interface for submitting trouble tickets (help requests), and the CalMail support team is trained to manage these tickets.
This summer, after Remedy is in production for CalMail, the next support teams to come on board will be those of CalAgenda and IST Service Desk's voice and network systems. The Remedy team will also begin coordinating with other IST support teams, such as Windows, DB2, DOCS, etc., to bring them on board.
By this fall, the Remedy team plans to have phased in the bulk of the IST support teams to the Remedy system. The goal is to have all of IST on board by the end of 2008. Once the majority of the IST support teams are using the new ticketing system, the Remedy team will work with functional owners of non-IST support teams who wish to migrate to the new Remedy ticketing system.
Sample screenshots [page opens in new window] of the Remedy web interface are available for viewing. These interfaces will be modified as needed for ease of use.
Beyond incident management
If funding is approved, a future enhancement will entail building out Remedy v7's Configuration Management Data Base (CMDB) and its related problem management module. The CMDB is a repository for all IT infrastructure items both abstract and physical, such as hardware, software, SLAs, contracts, etc. The CMDB shows the relationship between these items, making maintenance schedules easier to manage and improving the accuracy of cost calculations.
Contacts for questions regarding the Remedy project
- Helen Norris, Project Sponsor, 642-5794,
- Harold Pakulat, Remedy Project Executive; 643-9986,
- Kevin Haney, Remedy Project Manager, 642-5359,
Sidebar: The Remedy teamThe Remedy team is led by IST Service Desk Manager Harold Pakulat, and Project Manager Kevin Haney. The Enterprise Ticketing project involves numerous IST staff in units spanning the IST organization. These staff members are listed with their units below. |
|
| Unix team |
|
| Database group |
|
| Service Desk |
|
| CICA group |
|