RAMS - Remote Application Management Service
The Problem
The BMC Remedy Suite of products is a world-class and industy-leading solution for the automation of core IT Service Management processes. The power of the data model within the suite can also generate a substantive administration overhead.
Typically, Remedy Administration is a full-time role being delivered by scarce resources. Industry statistics indicate that the average tenure for Remedy administrators is 16 months and involves around $10,000 of education in addition to the $75,000 - $100,000 base-salary.
Single administrators will also typically be available for 230 days per annum, with out-of-hours- activities invoking additional overtime payments.
In summary, complex infrastructures are dependent on scarce resources that add significant cost to the total cost of ownership of key IT processes.
The Solution: Remote Application Management Service (RAMS)
RAMS is an outsourced Remedy Administration service, operating on a 24x7x365 basis

The service is priced at circa 70% of the median, fully-burdened cost of a Remedy System Administrator. Pricing is tailored for each of Planwell's operating regionsand the service is available to consumers across the Asia-Pacific region, with specific pricing for the major geographies.
The RAMS team perform a variety of data model management, system monitoring and triage tasks that cover any one or more of the following BMC Remedy ITSM modules:
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BMC Remedy AR Server v7.x
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BMC Mid-tier Server v7.x
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BMC Remedy Service Desk v7.x
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BMC Remedy Change Management v7.x
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BMC Remedy Asset Management v7.x
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BMC Remedy Service Level Management v7.x
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BMC Remedy Service Request Management v7.x
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BMC Atrium CMDB v2.x
Each RAMS shift is geared to allow three slots of utilisation per analyst. RAMS utilisation slots allow for 4 hours of focus per 12 hour shift, delivering 8 hours of focus per 24-hour RAMS day.
Over a 24-hour period the RAMS analysts execute a combination of System Monitoring, System/Data Configuration and System Triage activities. This equates to a set of monthly thresholds per activity, per utilisation slot.
A RAMS client will consume a minimum of one and potentially multiple utilisation slots - depending on their current threshold activity.
RAMS plus services are pre-packaged consultancies that deliver value-adding additions to the standard system administration activities carried out by the RAMS team:
- Health Check: Delivers a management report which includes recommended tuning measures and follow-on activities that can be effected through System Tuninng consulting.
- System Tuning: Executes on Health Check recommendations, resulting in a potential, cumulative 6 - 10 days of consulting per client per quarter. Executed actions and outcomes are documented in a commoditised Outcomes Report
- Capacity Planning: Provides a commoditised analysis of the current system in relation to known vendor roadmaps, patch and version status, compatibility matrix and minimum specification changes. The outcome is a Capacity Analysis report that provides recommendations for Capacity Tuning and may result in additional ad-hoc consulting.
RAMS plus services are typically delivered on-site by our highly experienced and local consulting teams.
