Uh oh... SNOW might be catching on :) On the topic of Remedy alternatives... Is anybody else learning new platforms similar to Remedy (ITSM focus or not)?
I'll go first. My team recently attended LANDesk (well now Ivanti) Service Desk training (and will be going their annual conference). My team are now Remedy/LANDesk Service Desk admins/developers (note "Service Desk" is the name of the platform where CM, KM, Asset and custom apps are also built upon). The way our LD Support license is setup, their Service Desk product is "free" (well we are entitled to it and that means free to management). I have to say while their product is pretty flexible it is also cumbersome, looks outdated (like and old VB app) and there soooooo many inconsistencies. You can tell where different aspects were written by different developers, the UX is pretty bad from a developer/admin standpoint. Over all the product feels 2005ish to me. The product is still in it infancy of moving away from a thick client (called LANDESK Console) to being web based. Almost all administration requires the Console and many features that work in the Console do not yet work in the web UI. They are working on a new web UI called "Workspaces". Workspaces look more modern than the last but I am still not too impressed. There is no specific field (Attribute) placement in Workspaces, they just render one above the other. You can split it into two column (if you know the trick) but that is it. So on a 24" monitor you have super wide fields that are 500% longer than they should be and have to scroll down the page to get to all of the fields. The trade off is it works well on a smaller/mobile screens. Also the product is .NET based and requires IIS. While we are only looking in the near future to use it for self-service product Request Management (hooks into LDMS <http://www.landesk.com/products/management-suite/> to auto-deploy software), Asset Management (because of the strong link to LDMS and AM is LD's specialty) and Knowledge Management (because BMC's KB requires ITSM) there is already talk about replacing Remedy completely with LDSD (because it is "free" not that it is better). It is funny that we left tab-hell behind just a few years ago in Remedy but with their product every thing that is a one-to-many relationship like audit, notes, assignments, notifications, escalations are all on tabs at the bottom of the "form". It does appear that you can build virtually any application you want on the platform but my estimate it is would considerably longer than building an app on Remedy because all of the steps and UX. And then at the end of the day, there is no native ability to search for records like Remedy. Just because you built a Business Object and a Window (the two combined equate a form in Remedy) as a developer you still need to build a process just to save a record and build any and all queries your users will ever want to search. I guess we are just spoiled with Remedy :) I haven't paid much attention to the various BSM/ITSM/Help Desk platforms out there over the years but now that I have seen a competitor's product I have to hand it to Doug and crew for being so far ahead of their time back in the 90's. Jason On Wed, Feb 22, 2017 at 2:02 PM, Sanford, Claire < [email protected]> wrote: > ** > > While my world no longer revolves around Remedy, I still keep up and play > with it. I am surprised that they are not doing one in Texas at all. > Especially > Houston. Headquarters city, plenty of space in their own building to > host. Major airport. > > > > It is almost like the old evil blackbird days… take something over just > to destroy it and walk away… > > > > PS. Playing in the SNOW is not as bad as I thought it would be. > > > > > > > > Claire Sanford > > ISD ITCC Technical Engineering > > Lead Application Analyst > > > > Memorial Hermann, Memorial City > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Pierson, Shawn > *Sent:* Wednesday, February 22, 2017 3:02 PM > *To:* [email protected] > *Subject:* [EXTERNAL] Re: Official announcement of BMC Exchanges > replacement for BMC Engage > > > > ** > > This is especially disheartening that they only have three U.S. cities, > none even in Texas. It’s kind of sad that BMC headquarters is in the same > town as many of us but they don’t give us a local sales person, nor are > they even hosting one of these events here. I won’t pretend that I know > why they’re doing this but I can’t come up with any reasons I’d be excited > about. > > > > Thanks, > > > > *Shawn Pierson * > > > > *From:* Action Request System discussion list(ARSList) [ > mailto:[email protected] <[email protected]>] *On Behalf Of *Rick Cook > *Sent:* Wednesday, February 22, 2017 2:51 PM > *To:* [email protected] > *Subject:* Re: Official announcement of BMC Exchanges replacement for BMC > Engage > > > > ** > > Well, I suppose if one lives in one of those cities, there would be no > cost. For many of the rest of us, traveling for just one day isn't even > worth requesting. > > Rick > > > > On Feb 22, 2017 12:47, "Jason Miller" <[email protected]> wrote: > > ** > > https://secure-web.cisco.com/1ZfdDKw050xWIbNtdT1O9zNBkugnFB > 7CRSKcMDkhGBpBNRrfZ-Xh2AaX_4_TrbhH5S7G-j8KOi3hzu3KIDzi4t-9EovicMeoQdtw_ > HiAIQCryeKTJznpiv35StU5ejXGJQhKCNDbEnzgw8a3dOmq0rdDgTuSIIMwG4eb4h_ > 5KkpWLHLtRDZUKOeBxjr7hoV2wKKy9Kyv-cWDsfVKyYmDIDuZiRxSdGi0lMBUrSd_ > f5zDNrlYUA5eQJtt0OxYJtEC7gprTLzWG6scU5GCS5QyOJvaAm2hrn3iok1zTlcUyrkcvOIq_ > SSADuvm9yLaQEii3RWF17JpjhYH4xm5InKEzEw/https%3A%2F%2Fcommunities.bmc.com% > 2Fgroups/bmc-global-services/blog/2017/02/22/bmc-exchange- > coming-to-a-city-near-you > <https://urldefense.proofpoint.com/v2/url?u=https-3A__secure-2Dweb.cisco.com_1Ar2DIXMVdKwed6m06VEh0YTd-2DZTGg3kQr2KbJ33BTdK9bAdoqWwxZxHLMvDv5eKyyT2flHUwyp6bULcNzYh7znzaAPxN-2D2u-5FK7WHM-5F69CWh40A0HWd0s9eH3GgDkw95xoFRSZwcswDxGsTtdO-2D7hZ5GcsPoj7Pu-5FPNXBxx3KOPKIV088QQ1r4Ds6NDiI3g1FousOMWApAB3oVljzkm2J85fNNXK-2DJdmywqd2sSbGIWqmQpuJjWIexv0fqSFAR-2DsjviWUSam7-5FZsBuyYhpSRPpmrz1hkVMfDsAFI56uNIg-2DaK-5F1-5Fps2QwHOX7lXtPg1xxc1tonbPHO7Ay4PPi3d58dw_https-253A-252F-252Fcommunities.bmc.com-252Fgroups-252Fbmc-2Dglobal-2Dservices-252Fblog-252F2017-252F02-252F22-252Fbmc-2Dexchange-2Dcoming-2Dto-2Da-2Dcity-2Dnear-2Dyou&d=DwMGaQ&c=cBOA5YEoZuz9KdLvh38YxdrPtfJt83ckXekfBgq5xB0&r=TjDOQeE84FB3IkKBOKJ7-reBz8qKDLQv4sMWw_GFxq4ypeuVm4ZMlj00hGeKuFbo&m=O4MMm9KbkwkQVUccUReHn7QTyeDNAGCjxaiZTwTIFao&s=TrKsHH290IY_tzF0c5EhJNw8-yhTramhuuJ7I03XWUc&e=> > > > > BMC Exchanges are one-day, no cost events where you will gain new insights > about digital business, get up-to-date information about the latest BMC > products and services, and network with your peers, BMC partners, and BMC > experts. > > > > Hosted in nine cities across four continents, we’ve made it easier than > ever to attend a BMC Exchange event near you: > > Washington, DC – June 7th > > New York City – October 12th > > San Francisco – October 25th > > Singapore – October 31st > > Beijing – November 2nd > > Essen (Germany) – November 14th > > London – November 16th > > Sao Paulo – November 30th > > Paris – January 25th (2018) > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > Private and confidential as detailed here > <https://urldefense.proofpoint.com/v2/url?u=http-3A__www.energytransfer.com_mail-5Fdisclaimer.aspx&d=DwMGaQ&c=cBOA5YEoZuz9KdLvh38YxdrPtfJt83ckXekfBgq5xB0&r=TjDOQeE84FB3IkKBOKJ7-reBz8qKDLQv4sMWw_GFxq4ypeuVm4ZMlj00hGeKuFbo&m=O4MMm9KbkwkQVUccUReHn7QTyeDNAGCjxaiZTwTIFao&s=fe_-m5suTQutz-BGuNP9aFDiT7XCKS0bxr2NOYFoDwk&e=>. > If you cannot access hyperlink, please e-mail sender. > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
