Drew,
There are a few reasons to keeping to as much of out of the box as possible.
1. We don't have a "dedicated" development resource; I do spend a fair bit of time (at times) making changes, tinkering with the system, etc. but I can't be allocated to working on the system all of each working day (which really does get on my nerves).
2. It'll make future upgrades easier (which is probably one of the big points)
3. We inherited the system currently in place from a company we acquired, and it was tailored more towards their requirements. We can finally sit down and work out what WE want out of the system (we have a lot of extra fields that can be replicated via quick calls and other procedural methods)
4. I'm the main admin/development resource, and I'm going to be moved into mid-range systems development (wether I like it or not ...), so we want a system that will be easier to maintain.
5. All the changes that DO get made to the out-of-the-box product will be consistent, documented.
I'll second what Rick has said about tightening up the engineering behind the scenes. v4, at least as we have it, isn't the best designed product around. Sure, it works, and does what we want of it pretty well, but the admin tool seems to require my doing continual changes on the background forms due to irregularities on the way it works.
As for ARS being moved into less of a development platform; not so sure about that. ITSM 6 is a better suite of products all round, so they definitely have a right to focus on the improved apps. Of course, the natural advantage of the whole ARS thing is that you can buy an out of the box solution, and tinker with it to fit your exact requirements.
I know that we will be making changes to the look and feel; not fundamental - moving fields around, resizing them, maybe setting up one or two more views (I've setup views for those people with higher res displays, which has gone down extremely well with the user base).
Regards
Dave
On 18/04/06, Drew Chen <[EMAIL PROTECTED]> wrote:
**Dave, thanks for your feedback man...I think I know the answer to this, but I'd like to hear it from you... Why does your management want to keep Help Desk 6.0 out-of-box as much as possible? And do you think most Remedy organizations who upgrade share the same views?Do you think your revisions to the helpdesk form will be purely cosmetic, as in renaming a field displayed on the form, or will the changes be more material to your specific workflow, such as removing out-of-box field IDs or adding new ones?I sense that BMC is trying to shift away from selling a development platform and more towards a fixed application of best practices, and I want to see from the ARSlist community whether there is any shade of truth to that in HelpDesk 6.0 (or ITSM 6.0 for that matter).-Drew
**
From: Action Request System discussion list(ARSList) [mailto:[email protected] ] On Behalf Of Dave Barber
Sent: Saturday, April 15, 2006 12:09 AM
To: [email protected]
Subject: Re: Upgrade to HelpDesk 6.0
Drew,We're going from v4 to v6 (skipping 5.5 and 5.6) .... in the testing we've done so far, there aren't any obvious improvements, at least on what we do. The look and feel of the forms, whilst good for the web interface, is going to be met with considerable resistance from our user base (a lot of them don't like change ....), I can see my having to revise the forms somewhat.Tasking looks useful though.One big issue that we've had is that the majority of changes prior to my working on the system haven't been documented, so we don't actually know what is out of the box or customer half the time, and our managements aim is to keep v6 as close to out of the box as possible.Good look,Dave
On 14/04/06, Drew Chen <[EMAIL PROTECTED]> wrote:I've read a few interesting HelpDesk 6.0 upgrade stories by searching
through the archives, but I'd like to get an overall picture as well...
What percentage of you guys have upgraded or are planning to upgrade to
HelpDesk 6.0? In what ways have you customized it, if at all and to what
extent?
I'm just doing a little market research here on how well Remedy has improved
HD 5.5 and 5.6... Any feedback would be appreciated. Thanks.
-Drew
Product Manager
Aeroprise
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