May 29, 2024

ITS is nearing the finish line for decommissioning Remedy

ITS is nearing the complete line for decommissioning Solution. ITS groups anticipate to migrate the remaining Solution programs by the finish of January.

When ITS rolled out the ServiceNow platform to various College corporations in July 2019, ServiceNow replaced Solution Ask for for Provider, the most commonly utilised request monitoring software in Remedy at UNC-Chapel Hill. ITS began making use of that procedure two decades in the past.

ServiceNow is a additional economical, clear and available system for automating organization and support processes. Most notably, it’s the primary ticketing software program for the University. To superior use the ServiceNow platform and get a lot more benefit out of the expense of working it, transferring the added purposes out of Cure and into ServiceNow was normally portion of the strategy.

Heeds strategic approach

David Smith
David Smith

This corresponds with the strategic opportunity aligning regimen functions with suited routine process and processes in Carolina Subsequent, the University’s strategic prepare. Owning less platforms to operate means a lot less time, income and electrical power invested on functioning and sustaining a number of platforms. This will enable the Service Administration team associates to aim on furnishing superior price to their shoppers in ServiceNow, when also currently being improved stewards of the income and time invested on IT methods at the College.

3 applications not long ago retired

Right up until a few months in the past, ITS experienced four purposes continue to in production in Solution — all of which the department was making ready to decommission. The apps have been inside to ITS apart from for the Ram Store application made use of by Barnes & Noble for the University student Merchants.

Given that May well, the Service Management group has been capable to retire three applications in Cure and shift the features above to ServiceNow in conjunction with other resources.

  • On August 23, RASR (Speedy Admin Service Request) changed Remedy RF-1, a 10 years-old software that approximately everybody in just ITS employed. Kudos to ITS Enterprise Applications’ Mechelle Clayton and her team for handling the transition off of RF-1 to RASR.
  • In late July, ITS shut out the Personal computer Maintenance Heart (CRC) app and PeopleSoft billing, which CRC and Managed Desktop Products and services (MDS) had utilised. CRC is now utilizing Fixably, a third-occasion repair service order application, in blend with ServiceNow to system personal computer components mend requests for Lenovo, Mac and Dell computer systems for UNC-Chapel Hill and Chapel Hill-Carrboro and Orange County Faculties. Departments that have a connection with CRC now ask for a maintenance within just ServiceNow, which triggers workflow to develop a repair operate get for CRC technicians, who operate in Fixably. A shout out to Managed IT Products and services Director David Eckert, CRC Manager Peter Bolish and the total ServiceNow group for all their challenging perform on this changeover/integration.
  • In early Might, ITS transitioned Ram Store Invoice/Administration in Cure to a TechShop workspace in ServiceNow. Difference goes out to Eckert and the ServiceNow crew for the transition to the TechShop workspace.
David Eckert
David Eckert

Only one particular stays

The previous Treatment software remaining in generation is Technique Registration. The Technique Registration app is utilized to keep track of belongings in ITS details centers.

In early August, ITS kicked off the undertaking for transitioning that application more than to ServiceNow’s Request and Asset Administration modules. The ultimate changeover of Program Registration to SN Asset Management is a minimal a lot more concerned as the Company Management team configures Asset Management interactions for equally Info Heart and Notebook/Laptop property. The group aims to have the technique registration data in ServiceNow by the stop of January 2022.

The Solution software infrastructure has been working on unsupported versions of BMC Cure AR Server, Oracle DB, Java and Linux OS, which is a possibility for ITS even though also consuming means to manage, stated David Smith, IT Support Administration System Manager. Even while the expense for infrastructure assist is nominal, the authentic value to ITS is close to means and mitigating risk.

At the time ITS finishes migrating these remaining apps, ITS will load Solution facts to the details warehouse for reporting. Then ITS staff members users will shut down the Cure Motion Request Procedure (ARS) Services, Smith said.