Abstract

paper -

12 Ills Cured With a Dose of Remedy

Michael Murray, California State University, Chico

Michael Critchfield, California State University, Chico

We presented a paper in Denver that addressed our Remedy design process. At that time we talked about our current development process, but we hadn't implemented the product at that point. We received a lot of wonderful feedback from the session, and we found that many people wanted to know how things turned out.

We were intrigued by the amount of people that were considering Remedy as their helpdesk solution. Many of these people were hesitant to go with Remedy because of the cost issues, or were concerned about the impact it might have on their own help desks.

Because we hadn't implemented Remedy at the time of our presentation, we couldn't answer many of their questions. Since the last SIGUCCS conference, we have not only fully developed the product, we have also had our project leaders attend multiple Remedy training sessions, and have had these staff members further develop the product that we currently use as our User Services workflow system.

We will discuss every aspect of our development, to include:

Project management. A Remedy implementation is a major undertaking. Every college has different business rules, and how you handle this area is crucial.

Development. The development stage should involve anyone that will touch the application. Involving your employees benefits everyone

Testing. Every individual should test the product. This will minimize the number of issues after implementation

Cross-platform issues. Remedy is now issuing version 4.5. The last version of Remedy that supported Macintosh clients was 3.2. Organizations need to think about this before jumping onboard

Licensing issues. The most expensive part of Remedy is the licenses. What is more important is understanding how much you will need to spend on licenses before you buy