Frequently Asked Questions and
The following are some of our most Frequently Asked
Questions. If you do not see your question, require
additional information, or wish to describe your own project
situation, please use the Questions
and Comments form. Or just call us at
310-230-1722. We're always happy to answer questions or
discuss a project!
About PRI Applications – Preliminary Details
How Can I Try Your Applications, and Who Else Is Using Them?
About PRI Applications – Specific Functionality
About Project Remedies
About PRI Applications – Preliminary Details
- Q: Do we have to have
Remedy to run PRI's applications?
- A: Yes. All of PRI's applications run
on your existing Remedy Action Request System environment.
They leverage your investment in
Remedy. NOTE – You do NOT need Remedy
for a Web Demo or to use the Project
- Q: Do I need an AR
System license for each application user?
- A: Yes. But people doing different
things need different types of AR System licenses. One
client, for example, had 250 people in Network Operations
being notified that they had a task, statusing the task,
entering their time against the task, and updating the asset
list, all from the same task. These people needed write
licenses. Another 750 people world-wide were only using our
applications for time tracking. All these people needed were
no-charge, read-submit licenses.
- Q: What is the PRI licensing
- A: PRI's software licensing model is
similar to BMC's. You pay a certain amount for the base
bundle on a production server, and a certain amount for the
base bundle on a test/development server. ActionProgram
Manager and Time Manager have a per-user charge, while
ActionPortfolio Manager and Service Manager do not. Our
annual maintenance plan is in addition to the software
- Q: Can I integrate PRI's
applications with my existing AR System-based applications,
so we can use Remedy for project initiation?
- A: Yes. That's the whole idea. For
example, if you are using Remedy for incident, problem, and
change management, and if you also use it for program
management, you have all work tasks gathered together in one
system – Remedy becomes a central repository for all
work. If you also do time-tracking against those project
tasks, you are capturing all resource costs within the same
system. Now you can see what's happening
across all projects, in real time.
- Q: How long is the
- A: While each one is different, the
normal implementation takes between 20 and 30 person-days.
We've done it in less than 5 days, and sometimes, more than
30 days are necessary. It normally takes about 20 minutes
to upload our software into your existing Remedy
- Q: What is the benefit of
Remedy-based project management?
- A: The ability to effectively manage
projects and project costs on an enterprise-wide basis is no
longer a nice-to-have: understanding your business and how
much it costs is critical to survival. Managers need real
time access to accurate information, the ability to generate
a comprehensive set of targeted reports, and the confidence
that workers are using and updating their project records
responsibly. And these days, that functionality has to be
Project Remedies' ActionProgram
Manager (APM) is the only program management system
designed to deliver all of these features within Remedy's
powerful Action Request System, allowing you to leverage
your experience and investment in the AR System.
- Q: Can we use our existing Remedy
applications for project initiation?
- A: Absolutely. Whatever form(s) you use
now can be expanded to add other categories of requests.
Using the same type of AR System workflow functionality that
you currently use for incidents, problems, and changes can
be used for requests that go down the proposed project /
active project life-cycle.
How Can I Try Your Applications, and Who Else Is Using
- Q: Where can I see your
- A: Schedule a web demo or an on-site
demo. Call Stan Feinstein at 310-230-1722.
- Q: Is there a way that I can
try them out for myself?
- A: Yes. PRI has a sandbox environment
set up just for that purpose. Note: you do
not need the Action Request System in order to use our
Sandbox. Call Stan for details at 310-230-1722.
- Q: Who else is using your
- A: PRI's applications are proven, and
are running at a diverse group of companies and
organizations. The following is a partial list of our
- International Monetary Fund
- District of Columbia
- U.S. Department of Defense
- J.P. Morgan Chase
- American Honda
- Callaway Golf
- Pre-Paid Legal Services
- Computer Sciences Corporation
- GCI Communications (Alaska)
- Reliance Globalcom Services
- St. Louis University
- Stanford University
- Unilever North America
- Universal Studios
For a complete client list, please call Stan at
About PRI Applications – Specific Functionality
- Q: What kind of resource management
functionality do you provide?
- A: Effective resource management is
critical to business success and a healthy bottom line. To
that end, it is important to have a system that provides
current and comprehensive information on your human
resources, their skills, location, commitments, and
availability. And, your system must be easy to use so that
it can be maintained with minimal work.
ActionProgram Manager (APM) offers those features and
more, and it runs within Remedy's Action Request System,
making it scalable and flexible to your business
requirements. APM offers resource management reports,
including the Resource Utilization report, the Resource
Requirements Forecast report, and the User Task Assignment
report, each of which can be accessed from within APM or
from a browser. You'll have easy access to the right
information about the right people at the right time, all in
an environment you already have. To learn more about this
incredibly powerful and cost-effective solution, please contact us.
- Q: How do your
applications handle project planning and time tracking?
Getting the right information at the right time is always
such a pain!
- A: Project planning and time tracking applications always
seem to speak a different language and use different formats
from everything else. Eliminate those headaches! Adding
Project Remedies' ActionProgram Manager (APM) to your AR
System environment will ensure that your time tracking
application integrates smoothly and easily with your other
AR System applications.
Information from Help Desk, Asset Management, Change
Management, and other key applications can all be fed into
APM to give you a comprehensive and accurate picture of how
resource time is being spent enterprise-wide. And, you will
have the ability to easily generate accurate, robust reports
in real time and view them from within APM with the AR
System client or from a browser. To learn more about this
incredibly powerful and cost-effective solution, please contact us.
- Q: Do PRI's applications
support Sarbanes-Oxley, and if so, how?
- A: Yes. Complying with Sarbanes-Oxley legislation includes
implementing pre-defined business processes for both
approvals and work. All 3 of PRI's main applications
– ActionPortfolio Manager, ActionProgram Manager, and
Service Manager – use your existing Remedy environment
as a central repository for approvals and work
Service Manager allows users (not the Remedy administrator)
to pre-define both approval processes and multi-task work
processes, which also makes it easy to report on the number
of requests approved and the number completed during any
given period. We call these "approval and work templates".
ActionProgram Manager also gives users the ability to
pre-define approval templates and work templates, which the
approvers use to approve the detailed project
ActionPortfolio Manager allows you to go through a specific
life-cycle as well. A proposed project is defined, and
using a stage-gate approach, approved, rejected or put on
hold. If the proposed project is approved, a detailed
project plan can be created in ActionProgram Manager, which
is then approved, rejected or put on hold. If the project
starts, the tasks are worked, people enter their time
against the tasks, and complete the project. Some users
have interfaced ActionProgram Manager with their Asset
Management System. ActionProgram Manager is the only PM
application that interfaces with an asset management
Our reporting tools also allow management to easily compile
the information needed for reports and audits mandated by
the legislation. Our comparative gantt charts also support
Sarbanes-Oxley audits by clearly illustrating planned versus
actual work performed, in real time.
- Q: Can you really give me
current project and cost visibility?
- A: Yes. There are several important
elements to be considered in increasing project and cost
visibility, and Project Remedies has taken those elements
into consideration in creating ActionProgram Manager
(APM). To ensure that the information available is complete,
accurate, and current, Project Remedies designed APM to run
in Remedy's Action Request System, allowing information from
several key business applications to be shared and managed
in a central data repository.
Project Remedies designed APM to be administratively light
to make it easier for your workers to update their project
records frequently and accurately. To get the right
information into your hands, APM includes a comprehensive
and robust set of charts and reports that can be accessed
from within APM or from a browser. Increased visibility
provides greater confidence, reduces risk, and increases
project predictability. To learn more about this incredibly
powerful and cost-effective solution, please contact us.
- Q: What kind of service
request functionality do you provide?
- A: Project Remedies' Service Manager (SM)
offers workflow functionality that seamlessly integrates
into any of the applications running in Remedy's Action
Request System environment.
With SM, the AR System can be used for many additional
applications that require more workflow, such as
moves/adds/changes, order fulfillment/provisioning, loan
applications, and approval processes. With SM, the AR System
can handle complex, multi-task processes involving parallel
or sequential workflow. These workflow processes can be
predefined or created on the fly, using SM's powerful ad hoc
task capability. Because Service Manager is Remedy-based, it
is adaptable and scalable to meet the unique requirements of
your business. To learn more about this incredibly powerful
and cost-effective solution, please contact us.
- Q: Do your products
support order provisioning?
- A: Yes. Since the Action Request System
is such a powerful development environment, it makes sense
to use it for all types of tracking and workflow
applications. Order provisioning is an excellent
example. Improving customer service levels is always a goal,
and being able to tell your customer the status of their
order is critical in this relationship. To do this, tracking
each step in the fulfillment process of each order makes a
great deal of sense.
The Action Request System, supplemented with Service Manager
functionality, is a perfect platform for this type of
application. With SM, the AR System can handle complex,
multi-task processes involving parallel or sequential
workflow. Workflow processes (templates) can be
predefined. Processes can be customized on the fly with SM's
powerful ad hoc task capability. Because Service Manager is
Remedy-based, it is adaptable and scalable to meet the
unique requirements of your business.
- Q: Are PRI's applications used
only for IT projects?
- A: NO! Our applications can be used for
ANY type of project.
- Q: How can PRI's applications
help my company improve quality while reducing costs?
- A: To improve quality and reduce costs,
both the workflow process and the work performed by
different people or teams need to be accurately tracked and
analyzed. ActionProgram Manager
(APM) includes numbers of features to this
end. Templates are management's approved processes for
different functions. Of course, the only way to know if your
people are performing these processes the way you want them
to is to divide the processes into tasks, assign the tasks
to individuals or teams, and then to track their performance
against the tasks. (If you do this at a project level, you
loose the granularity necessary to really know where the
people need additional training or where the process can be
In APM, you can define your own demplates. You can even
define templates for segments of projects and then combine
the segments for a more unique project plan. This
functionality allows you to learn from past experiences and
develop best practices toward quality control. Improved
quality and more efficient, effective project planning
ultimately results in a greater project success ration and
reduced costs. To learn more, please contact us.
- Q: What about bug reporting?
- A: Bug Reporting is an integration of your existing help
desk and change management applications with ActionProgram
Manager, and a good example of the benefits of
incorporating program management functionality into your
business processes. The flow goes something like this:
Bug reports come into the help desk and are categorized as
- They are assigned to the Change Control Board (CCB).
- The CCB looks at it and decides whether it is a
change request or a project.
- If it is a project, it is assigned to Development.
- The "bug fix project plan template" is used to
create a project plan. The plan is approved, and the
- The last task in the "bug fix project plan template"
is to implement the Fix, which is done in
- Workflow is used to automatically create a change
request and to notify the responsible person in
Operations that there is a new Change Request.
- He/she implements the bug fix and closes the Change
Request. When they do, workflow is used to:
Very cool. How do you do that with Microsoft Project,
Clarity, Mercury, or any other program management
- Close the project task.
- 2.Since it's the last task, close the project record.
- 3.Since the project record is closed, close the original request.
- 4.Since the original request is closed, notify the
caller that the bug has been fixed.
- Q: Do You Have Something for
Managing Scheduled and Unscheduled Asset Outages
- A: This is another example of the
benefits of incorporating program management functionality
into your business processes. This is an integration of
BMC's Remedy Asset Management application and
ActionProgram Manager. As you probably know,
ActionProgram Manager is the only program management
system that interfaces with an Asset Management system.
The application assumes that the asset is going to come
off-line during off-shift hours, but that the work will be
planned to be performed during prime shift hours. It can
be actually performed at anytime.
So, how does this work?
A button is added to the Asset form. When clicked, a
scheduling form appears that allows the user to define
With this information, 5 days before the first task is to
be performed, the person responsible for the asset is
notified. He or she assigns people to each task to be
- Whether this is a one-time outage or is it re-occurring.
- When the asset should come off-line: daily, weekly,
semi-monthly, monthly, quarterly, semi-annually or
- More specific information about this, so for
example, you can specify the 3rd Sunday of the quarter
- The name of the person responsible for the asset.
- The task template to be used. The task template
lists the tasks that need to be performed before the
asset comes off-line and the tasks that need to be
performed after the asset comes off-line.
The task assignments go into each person's Support Console
so they can see that they have this work to do. All of
the tasks are added to the Related Items tab on the Asset
form so management can see a history of what has been done
or will be done on this asset.
Most program management systems deal with a planned
project start date or a planned project finish date, and
then use Critical Path Method scheduling functionality to
determine the dates when each task should be performed.
What's different about this application is that the
"target date", i.e., the date when the task should come
off-line, is in the middle of the project. We re-wrote
ActionProgram Manager's Critical Path Method date
calculator to handle this requirement.
- Q: What Do You Provide for
- A: Release Management is normally an
integration between BMC's Remedy Change Management
application or a company's home-grown Change Management
application, and ActionProgram Manager.
The key question in Release Management is whether or not
each of the bug fixes and enhancement requests that make
up the release will be finished by the pre-production
deployment date. This detail is normally managed in
ActionProgram Manager. The work done after the
pre-production deployment date to insure that the release
doesn't break anything, is managed in Change
Our PRI:Release Details form is part of this application.
It keeps track of each request that makes up the
Call Stan at 310-230-1722 to schedule a demonstration.
- Q: Does the AR System
handle Total Cost Management?
- A: Managing total cost involves
managing both asset cost and resource cost. In Remedy's IT
Infrastructure Suite, the Asset Management module enables
you to track and manage asset costs. However, determining
resource cost is more involved.
Resources are assigned to tasks and the time they spend on
these tasks needs to be tracked. Each time entry needs to be
associated with a General Ledger or cost account. Collecting
these time entries into one file would make reporting and
exporting to your General Ledger system simple and
In an IT organization, people can be assigned tasks from
different application sources. The IT Infrastructure Suite's
Help Desk and Change Management applications are two of
these sources. Project Remedies' ActionProgram Manager (APM)
is the third necessary source, because some of the task
assignments come from projects.
APM is an integrated program management, resource
management, and timekeeping system that lets you bring all
resource costs together. Designed for IT projects, APM is
administratively light. All types of projects can be managed
with APM and these projects can have as many tasks as you
APM's time tracking module is robust. Time spent is entered
into each task, and stored in that task as well as in the
Universal Time Sheet. APM includes a "time-tracking tab"
which can be easily added on to your existing AR System
applications. With it, time entries can be made in these
applications as well. Time entered in these applications is
stored in the applications and also pushed out to the
Universal Time Sheet. This makes reporting and exporting to
a financial system simple and easy.
APM's time tracking functionality is bi-directional. A
person can also go into the Universal Time Sheet, and add
time from there. From there, a person can see each of the
tasks to which he or she is assigned, and enter their time
accordingly. The time is posted to the Universal Time Sheet
as well as in the assigned task.
Time can also be entered for maintenance tasks as well as
vacation, illness and other activities. With all of the time
entered, APM could even be a feed to your Payroll system. To
learn more about this incredibly powerful and cost-effective
solution, please contact
- Q: Do Any BMC
Applications Include the Functionality Available In
ActionPortfolio Manager and ActionProgram Manager?
- A: No.
The BMC Product Manager responsible for this area
told Stan Feinstein, our President, that PRI's applications
fill 3 gaps in BMC's BSM vision: Demand Management, Cost
Management and Resource Management. Their ITS suite include
a module called Portfolio Management, but it does not do
what ActionPortfolio Manager does, and they have nothing
like ActionProgram Manager.
Stan was on a sales call with a BMC team when their
technical consultant said that Change Management is used for
managing projects. Obviously, it all depends on your
definition of "managing projects" but aren't you tired of
this? Do you use one task to manage a project in your help
desk application? Why not use the right tool for the job!
By the way, someone recently said that "The difference
between project management and portfolio management is that
with one, you are doing the work right, while with the
other, you are doing the right work."
- Q: How do PRI's ActionPortfolio
Manager and ActionProgram Manager compare with MS Project
and MS Project Server?
- A: Well. We provide an ActionProgram Manager / MS Project
Comparison document that compares
ActionProgram Manager with MS Project and Project Server.
MS Project and Project Server do not have the functionality
offered by ActionPortfolio Manager. Obviously, a major
difference is that our applications run on the AR System
while MS Project and all other project management systems do
not. The result is that you get all of the benefits of the
AR System with our applications, and you don't get these
benefits when using MS Project or Project Server or any
other project management system.
- Q: How do PRI's applications
compare with other portfolio and program management systems
available on the market?
- A: As stated above, with our
applications, you get all of the advantages and benefits of
running on the AR System. Ours becomes an integrated suite,
without the major integration project. With ours, you can
incorporate portfolio management and program management
functionality into your business processes. With our
competitors, you simply cannot. Our applications integrate
with an asset management system. Our competitors
applications do not. And so on. Running on the AR System
offers significant ease-of-use and cost-saving
About Project Remedies
- Q: Do you provide Action
Request System Consulting?
- A: Do we ever! Since our founding in
1993, Project Remedies has focused on providing quality
technical solutions to our clients' business problems. With
more than 250 AR System consulting implementations to draw
upon, our experience has proven that a quality
implementation results from putting together a team of
qualified professionals with clearly defined roles and
responsibilities. Each team is made up of a Sr. Project
Manager and at least one Sr. Developer. Our approach is
simple - our teams work closely with our clients as business
partners. As business partners, we share the common goal: to
produce a quality solution, on time and on budget. It's that
simple. A quality solution also requires a quality tool,
which is why we specialize in Remedy Corporation's AR