RAMS - Remote Application Management Service
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:
BMC Remedy AR Server v7.x
BMC Mid-tier Server v7.x
BMC Remedy Service Desk v7.x
BMC Remedy Change Management v7.x
BMC Remedy Asset Management v7.x
BMC Remedy Service Level Management v7.x
BMC Remedy Service Request Management v7.x
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.