Where the hassle starts
Good designed ITSM Applications are reliable, modular, flexible and easy to maintain. All database tables are well indexed and the performance is acceptable from a user perspective. Okay, stop dreaming…..
An ITSM Application is likely a living elephant. With increasing of data records like Incidents, Problems, Infrastructure Change and all the associated CI’s the good elephant turns to a bad mammoth. One option to increase the performance back to acceptable values is to archive the transaction data.
Scope
The Remedy out-of-the-box works as designed but doesn’t fullfill the archiving requirements of ITSM installations.
In general, a “living” Remedy ITSM environment requires an archiving solution to improve performance and overall usability. The Archiving solution should deliver a company/module level configuration that can be driven by customer requirements.
Best practise should be a Hybrid solution design; combining a Remedy configuration layer that will drive database stored procedures to physically move/delete data from the Incident Management, Problem Investigation, Known Error, Change Management, Service Request Management, Task Management, Work Order Management and bespoken applications ‘live’ tables to ‘archive’ tables.
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