All,
HP completed their purchase of Peregrine about 6 months ago. They are now
integrating Peregrine's ServiceCenter and AssetCenter applications with
Openview (or at least marketing them as integrated). We are installing
Peregrine change management at this time and the plan is to eventually move
away from Remedy for most of our ITIL type apps.
Ron Fariss
AIG Technologies
Remedy & TelAlert Administration
Work: (713) 831-2365
Cell: (281) 782-0979
Eric Roys
<[EMAIL PROTECTED] To: [email protected]
SINESS.COM> cc:
Sent by: "Action Subject: Re: HP Openview/ARS
Request System
discussion
list(ARSList)"
<[email protected]
>
09/13/2006 03:13 PM
Please respond to
arslist
L ars,
I feel your pain...
Is there an Admin tool for HP Openview which can be compared with ars, make
changes fast, safe and even in production?
There is an Admin tool (HP Service Desk) which does allow you to make
certain changes such as adding new fields, changing layout (within specific
guidelines), creating "smart actions" (i.e. client-side/server-side
workflow), running processes, etc. To call it a Design tool would be a
stretch because the "design" that you can do with it doesn't include
generating an application/form from scratch. You can 'extend' and existing
form (i.e. comparable to creating a different view of the same form in
Remedy), but can't create a form from scratch (natively). Of what you 'can'
do, the process is pretty straight-forward after toying with it a bit, and
the changes take similar amounts of time as with Remedy changes. Would I
trust production changes? Only if it's an emergency change, but that's a
business policy more than a tool issue.
How will the migration be done and what will it cost ... We can't loose all
reqeusts. A lot of data must to be transfered to the new system in a new
datastructure.
That will depend on your existing forms/data. Refering to the first
question's answer, if SD doesn't have a form template for you to map your
remedy form into, then you will have to find an alternate solution which
might include working at the SD Api level and/or directly against the db.
(That's my understanding from the many demos that we received). As far as
export/import of your data for those forms that 'may' map relatively well,
SD offers an import utility which can bulk import from another database, or
you can go the CSV or API route.
Maybe Integration is the best solution, we run ars and they run openview,
just build an IF between those two systems intead of replacing one?
Regardless of your management's intentions, integration or even segregation
will most likely be your final outcome in order to support your custom
apps.
For OTB apps like Incident, Change, Problem, etc, those can port relatively
well as both Remedy ITSM and SD are similar 'enough'. So you could run any
OTB using HP but run all your custom apps via Remedy.
While at an HP conference, one of our developers talked with some of HP's
Service Desk customers. Almost 80% had to extend functionality by using the
api.
As for cost savings.. You hit the nail on the head. When factoring in
re-training your user base, migrating data/workflow, purchasing new
hardware
to support it, new license cost, new application cost, maintenance cost,
and
everything else, it doesn't exactly add up to more savings. Btw, if you
ever
received a Peregrine T-shirt and you do go with Service Desk, you can wear
the t-shirt again since Peregrine's Service Center will eventually meld
into
the OOTB SD apps. (It's worth it just for the t-shirt, right?).
Eric Roys
Sr. Software Engineer
Verizon Business
Email: [EMAIL PROTECTED]
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-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Wednesday, September 13, 2006 2:15 PM
To: [email protected]
Subject: HP Openview/ARS
Hello, I would like to get some comments upon this issue: Suppose the
Management make a decision because 'ARS is expensive' - replace the ars
system with HP Openview. My thougts are:
Is there an Admin tool for HP Openview which can be compared with ars, make
changes fast, safe and even in production?
How will the migration be done and what will it cost ... We can't loose all
reqeusts. A lot of data must to be transfered to the new system in a new
datastructure.
Suppose 700 active users, If every user needs 8 h time to learn a new
system, this means 5600 h, and 8 h is at a low estimate I think.
Is ars expensive? Maybe licenses, but is development expensive? Some
skilled
ars devlelopers can implement a lot with only 100 hrs of work. The same
with
Openview? Our system has always been changing rapidly, new conditions every
year, not a problem, just make a new release of the application with max 15
hrs of migration. Easy to make a new release of an Openview application
with
new code?
I guess that another platform maybe is less expensive in one way, but add
all costs for changing, I'm not sure it in the end will save money for the
company.
And, I don't even know how to compare ars with HP Openview, I've never seen
the application.
And, add hrs to implement all processes/routines into another system.
Why Open view? Because it's used in another country with is going to be
integrated in our company. (They use an home-built ars system too for some
modules)
Maybe Integration is the best solution, we run ars and they run openview,
just build an IF between those two systems intead of replacing one?
L ars Pettersson
Vattenfall Business Services Nordic AB
Action Request System Engineer (Tabasco)
S-461 88 Trollhättan
Sweden
Phone +46 520 888 35 Mobil +46 70 608 99 95
e-mail: [EMAIL PROTECTED]
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