Focused on improving overall IT performance, IT Operations, Procurement, and Service Desk performance, Project Remedies does 3 things:
- Assessments and Transformation Projects. Most often, our work has involved helping organizations develop consolidation plans and completing the implementation of the service desk systems.
- Implement the Remedy IT Service Management Suite and Develop Remedy-Based Custom Applications. When we are asked to support a transformation project, the work is managed by members of our Leadership Team and performed by Senior Subject Matter Experts whom we have known for years.
- Market our ActionProgram Manager Plus (APM Plus). APM Plus is a Remedy-based process and life-cycle management system. It is most often used for operationalizing common repeatable processes and then measuring the performance of the people who work the tasks in each project. When added to an organization’s existing Remedy IT Service Management suite, it is the easiest, fastest, and least expensive way to implement an integrated Demand Management System.
1. Assessments and Transformation Projects
Assessment Projects. When we are asked to do assessments of specific issues our client is dealing with, the work is performed by members of our Leadership Team augmented by Senior Subject Matter Experts we have worked with in the past. The project is normally 2 – 3 months in length and typically 4 – 6 people are involved. When we first meet with our sponsor, our goal is understand the issues and put together a plan to a) confirm those issues when we get on-site, and b) resolve the issues. The deliverable is normally a report where the issues and the plan to resolve the issues are specified.
When the report is ready, we like to send the report to the key people involved with the project and then meet with as many people as we can. Normally, we like to:
- Meet with the people we met on-site to review the report and get their feedback.
- Then meet with their management to review the report, including the feedback of the people we worked with on-site.
- Meet with our sponsor to get his/her feedback, and discuss the feedback we received from the people whom we met with.
Meeting the people whom we met with on-site to get their feedback is a key step. This has to be done in person wherever possible. It has to do with respect. These are the people who are going to implement our recommendations so they have to know what we said in the report and that we were considerate enough to ask for their feedback. And if you don’t do this, they will complain forever that we did not care to listen and get their feedback.
Transformation Projects. When we are asked to support a transformation project, the work is managed by members of our Leadership Team and performed by Senior Subject Matter Experts whom we have known for years.
Having experts work these projects is critical to their success. We know that if you have really good people working the project, you can get things done and have success, and if you do not, you cannot. As one of our customers says: “The techies always tell you that if we install the next release of the software they are having problems with, that will solve the problems. But that’s never the case. The solution is changing the people involved.”
When performing a transformation project, besides the regularly scheduled meetings and reports, our leadership communicates with the organization’s leadership whenever a significant event, positive or negative, occurs. It is important to keep them up-to-date and involved with the project.
Summary. Three recent assessments were completed for major organizations within the Department of Defense. In each case, they were completed on schedule and within budget. Everyone we met and worked with were pleased with our involvement, and Leadership thought our reports were excellent. If you are interested in learning more about these projects, please contact Stan Feinstein at 310-230-1722 or via email at firstname.lastname@example.org.
2. Implement the Remedy IT Service Management Suite and Develop Remedy-Based Custom Applications
In order to implement the Remedy IT Service Management suite, the lowest cost / lowest risk approach is to 1) have the best, most experienced people on your team, and 2) manage the project. Over and over again, we have seen organizations try to implement the ITSM suite with low-cost, inexperienced people and it just hasn’t been successful. Our experience is: if you have really good people on your team, things can get done. And the inverse is true as well: If you don’t have really good people on your team, things won’t get done.
Our expertise seems to be finding really good people for positions which others are unable to fulfill. Because we have been in the business for a long time, we have a long list of people that we know are really good. They know good people and others they would not work with. Our rule is only to place people we know or who come with glowing references from people we know. We will not waste your time and send you someone who is not qualified.
There are seven qualities we look for when hiring or representing someone.
- Are they smart? There’s nothing quite like brains.
- Are they mature? Do they know how to show up on time, dress, act professionally?
- Are they nice? Who wants to work with a jerk?
- Are they honest?
- Do they finish projects?
- Are they team players?
- Are they innovative?
Project Remedies has a facility clearance at the TS level. Stan Feinstein, the President of Project Remedies, is our Facility Security Officer (FSO). If you do not know what this means, please call Stan at 310-230-1722 or send him an email at email@example.com to discuss.
3. Market ActionProgram Manager Plus.
ActionProgram Manager Plus (APM Plus) is a unique, Remedy-based application that links scope, process, project, program, portfolio, governance, resource, risk and cost management functionality. Just that list of capabilities makes it unique, but another thing is that the whole project process, which is the same as the acquisition process, is built into the application. APM Plus bridges the gap between gathering requirements and the traditional acquisition cycle. It can also track the development work contracted for, and tie the finished product back to the original requirements.
We know there are at least 17 use cases for APM Plus and one is tracking the DevOps process, bridging the DevOps gap between Development and Operations.
Process Improvement. APM Plus is most often used to operationalize consistent, repeatable processes. Improving performance has all to do with optimizing your people resources, focusing them on your priorities, and collecting the necessary metrics, and the two key metrics are task duration and time spent. For example, if you want to improve or shorten the time it takes to complete an acquisition, it helps to define what the process is and use that definition to track each package as it goes through the process. If you see that each acquisition goes into Legal for a month, it would help to know exactly how much time is spent on each one while it is in Legal. An hour? 40 hours? 120 hours? If you have these metrics, you can have a discussion about improving the process, but without them, there is really nothing to discuss.
If your goal is to speed up the release of newly developed applications, another process to track and measure is the one that takes code from Development through Test and through all the steps in Operations. Gene Kim talks about this process in his white paper: Top 11 Things You Need to Know About DevOps.
Please forgive the sports analogy but this is like football. All 11 players have to understand their roles for the play to be successful, and they have to practice the play again and again. Similarly, for your team to work efficiently, the process has to be defined, and then the team has to work them again and again to improve speed and quality. We know that after a process is defined, it will be tweaked in the first month. That’s ok. But if you do not start, you will not finish. Improvement will not happen all by itself.
OneIT and Leveraging your Remedy investment. Obviously, another unique feature is that APM Plus was developed using the Action Request System, and like all Remedy-based applications, it runs on your existing Remedy environment, leverages your investment in Remedy, takes advantage of the workflow functionality available with the Action Request System, and easily integrates with the other applications that make up the Remedy IT Service Management Suite.
Please see the Download / White Papers section to find out more about APM Plus including one on OneIT, and please call Stan Feinstein at 310-230-1722 or send him an email at firstname.lastname@example.org with any questions or to schedule a demonstration.