The upgrade from the current version of Remedy to Remedy OnDemand, announced in late January 2012, is underway. CIT is working with BMC Software and RightStar Systems on an implementation scheduled to begin May 15.
The previously publicized plan, to upgrade Remedy users in the ten units now using the incident management tool to Remedy OnDemand and then open the door to new users, continues to be the course of action. However, since our January Remedy update, more widespread commitment to Remedy OnDemand has emerged from within the IT community.
The CIT and IT Service Group directors have decided that Remedy OnDemand will be the common campus incident management tool. This strategy will support moving tickets between units, provide the infrastructure needed for standard escalation processes, and create a vastly more collaborative and consistent support environment. However, it may not make sense for all units to adopt Remedy OnDemand simultaneously. Units that intertwine incident management with other ITIL processes and mechanisms may need to wait for the IT community to activate additional Remedy ITSM processes.
Use of a single incident management system at Cornell is a notable step toward the notion of “one IT”, not only in the way the IT support community functions, but in terms of building a more seamless end-user experience.
While there is significant campus commitment to Remedy OnDemand, it remains the intention of all stakeholders to continually track the ITSM systems market. If a cost effective incident management tool emerges that better meets Cornell’s needs, IT will seriously consider moving to it. The potential for migrating to a new tool in the future is a significant reason for keeping Cornell’s customizations to Remedy OnDemand to a minimum.
The Remedy team is currently working with BMC and RightStar to validate data being shifted to the new system (foundation data) and to identify issues that must be addressed during Remedy OnDemand activation and onboarding phases. These include:
The previously publicized plan, to upgrade Remedy users in the ten units now using the incident management tool to Remedy OnDemand and then open the door to new users, continues to be the course of action. However, since our January Remedy update, more widespread commitment to Remedy OnDemand has emerged from within the IT community.
The CIT and IT Service Group directors have decided that Remedy OnDemand will be the common campus incident management tool. This strategy will support moving tickets between units, provide the infrastructure needed for standard escalation processes, and create a vastly more collaborative and consistent support environment. However, it may not make sense for all units to adopt Remedy OnDemand simultaneously. Units that intertwine incident management with other ITIL processes and mechanisms may need to wait for the IT community to activate additional Remedy ITSM processes.
Use of a single incident management system at Cornell is a notable step toward the notion of “one IT”, not only in the way the IT support community functions, but in terms of building a more seamless end-user experience.
While there is significant campus commitment to Remedy OnDemand, it remains the intention of all stakeholders to continually track the ITSM systems market. If a cost effective incident management tool emerges that better meets Cornell’s needs, IT will seriously consider moving to it. The potential for migrating to a new tool in the future is a significant reason for keeping Cornell’s customizations to Remedy OnDemand to a minimum.
The Remedy team is currently working with BMC and RightStar to validate data being shifted to the new system (foundation data) and to identify issues that must be addressed during Remedy OnDemand activation and onboarding phases. These include:
- Working through the implications of “starting fresh”—not pulling legacy tickets into the new system.
- Finalizing the Service Catalog that has been under revision and integrating it into Remedy OnDemand.
- Reflecting CIT’s support structure in Remedy work groups which are associated with ticket escalation.
- Understanding required metrics and making configuration decisions that support them.
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