IT OnTime believes
in rms. We believe in it so much that we use rms
for building and maintaining rms. This is now a mature
application. IT OnTime ran rms Version 1 for over 18
months handling thousands of requests. The catalog for rms
in Version 2 dates from April 19, 2004. Some are simple requests requiring
ten or fifteen minutes work from a graphic artist, designer or developer. Others
are quite complex and may take two to three weeks to implement.
USAGE
IT OnTime is a geographically dispersed entity. Headquarters is
in California and the people who do product management for rms are
there. Development is done by IT OnTime (Thailand) Co, LTD, our
Thai development company located in Bangkok. Without rms, we would
need email, voice mail and phone calls back and forth. Everyone
who has tried working with offshore resources complains about the
difficulty coordinating activities. rms solves this.
Users, developers, managers and testers anywhere in the world can access rms
and when they find a bug or see the need for an enhancement, enter
it into the system. Emails noting creation of these requests are
immediately forwarded to the "Work Managers." These are the IT OnTime
management team and the rms development managers. The
head of the development team reviews the request. At this point,
it is either forwarded for assignment to a fulfillment group or returned
to the request creator for more information. Again, everyone who
needs to know receives an email notification. This continues while
the request is being fulfilled. The request creator/owner receives
an email as the request moves from fulfillment step to fulfillment
step. Resources assigned to work on the request receive emails notifying
them that they have a task to complete. Work managers receive emails
notifying them when the request has moved forward.
BENEFITS
rms lets you become proactive with your users. Once you start using
rms, you and your users will be on the same page about their requests.
Here are a few of the reasons.
|
A complete view of all user requests in one place. |
|
A log of activity for each request making it easy to explain
to users what is occurring. |
|
No more lost or overlooked requests leading to user anger
and frustration. |
|
A systematic approach to creating and reviewing requests allowing
for better definition and cost savings through more accurate
fulfillment. |
|
Proactive user notifications saving time and effort keeping
users updated. |
|
Activity reporting for better control and communication. |
|
Quick and simple implementation making it easy to install
and get everyone on board. |
All of these lead to the major benefit of getting users on your side.
They now feel part of the process since they can monitor activities
on their requests.
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