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

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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.

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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.

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