I'd like to chime in on this. I'm by no means an expert, but I've had a lot of hands on experience with the last two versions of Smart IT and this current version is going to be what we go live with. However, I have a few observations.
The first is that the changes between the last two releases of Smart IT are huge. Basically, you can access and update Incidents, Changes, Work Orders, and Knowledge Management articles. There are limited hooked into other parts of the system too, but for us this is sufficient to put into production (which should be happening within the next few weeks, once I have my hardware available.) Secondly, you're right that it doesn't cover 100% of the functionality that some people need to do their jobs, which is why we will be doing a limited pilot at first and even after that, keep the Mid Tier as the primary interface. Hopefully the next version makes as big of a leap in functionality as the last one did but if not we can keep having people use the Mid Tier as long as necessary. We'll be marketing it mainly toward light Incident Management users and on-call situations. So I think you can do everything you asked for below with Smart IT, but it will require a good amount of effort to set up, configure, and deploy. In my case, once the hardware is available I'll have it up and running within a couple of hours (I've done a few installs now) but you will probably have to make changes to your Remedy configuration to accommodate it that may take longer. In my case, the Change Management portion of Smart IT doesn't play nicely with how we use multi-tenancy, so I'm still trying to think of how to make that easier. We also have a big problem where one of the permissions required is not something we've normally deployed because we don't want everyone messing up the People data, but Smart IT requires everyone to be able to edit that. Finally, since we're not a Silicon Valley I.T. company, we don't have a mobile development team to assist with deploying the mobile apps. We probably won't be able to deploy any of them until our Citrix-based mobile device management solution is in place and even then I have no idea how to set up iOS apps properly so we may just have everyone use the mobile websites for Smart IT and My IT instead. The Android version is very easy to work with though so we may deploy that in a limited way. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of SUBSCRIBE ARSLIST theReel Sent: Tuesday, June 23, 2015 9:43 AM To: [email protected] Subject: Re: updating ITSM support tickets on mobile devices Thanks Tauf, I had looked at the Smart IT offering but based on the BMC trial site it looked like users only have access to a very stripped back version of the ITSM applications. On first view it appears to be aimed at end users rather than support staff - which is understandable. I need users to be able to view their work stacks, open and review incidents/changes including customer contact details, attachments and work info notes; enter updates; reassign calls; resolve calls; add time etc Do you use Smart IT in your company? _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
