I’ve only been working with SNOW since October. I’m going to take Roger’s 123..
1. You need to take the administrator class and get certified I took the Admin and Advanced Admin classes. I found that they were filled with very useful information. What I really don’t like is that you do not get a real manual. Remedy excelled in that respect 1000 times over. So, now when I want to do something I have not done since the class or ever at all, I have to hunt for the instructions. Very annoying. I want a book, I want paper and I want to be able to dog ear and post it note the pages as much as I want. The e-books provided with the classes are useless. 2. None of the SN ITSM Applications on Eureka were are mature as Remedy We started out on Helsinki and I agree. There are aspects that just don’t compare. 3. We are on Helsinki and moving to Istanbul and the ITSM applications are catching up to Remedy We are investigating Istanbul now. It will be a while. We are still working out little things here and there after going live in October. People (users) still miss some of the very, very custom things we had in Remedy and have chosen not to bring to SNOW. All that said. I am enjoying the change, learning something new, very different and what I really love is that I am not a team of one anymore. We have 4 person team maintaining SNOW. I am no longer on call 24/7/365 and I am not the Lead! I can defer to someone else! There is a big difference. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Wednesday, February 22, 2017 5:27 PM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: OT: Playing in the SNOW is not as bad as I thought it would be ** I was terminated at BMC 3 1/2 years ago and hired in January 2014 to deploy customer to the Multi-Tenant Remedy we have. My firs Deployment was original going to be Remedy but Management decided to switch to SN since the customer was using it. I have spent 3 years working with multiple customers deploying Service Now and have determined the following. 1. You need to take the administrator class and get certified 2. None of the SN ITSM Applications on Eureka were are mature as Remedy 3. We are on Helsinki and moving to Istanbul and the ITSM applications are catching up to Remedy The most important thing I learned was using the graphical workflow designer is useful to extend functionality and using scripts take the capability to the next level. Remedy finally has this with Innovation Suite. One other item is having ITSM/Discovery/Service Discovery/Event Management on a single platform is very beneficial. -----Original Message----- From: Jason Miller <jason.mil...@gmail.com<mailto:jason.mil...@gmail.com>> To: arslist <arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>> Sent: Wed, Feb 22, 2017 6:12 pm Subject: OT: Playing in the SNOW is not as bad as I thought it would be ** 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<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.landesk.com_products_management-2Dsuite_&d=DwMFaQ&c=cBOA5YEoZuz9KdLvh38YxdrPtfJt83ckXekfBgq5xB0&r=TjDOQeE84FB3IkKBOKJ7-reBz8qKDLQv4sMWw_GFxq4ypeuVm4ZMlj00hGeKuFbo&m=rRWRe7r1HkOH-hmK4J2-CSvKupSNqASaJv2XCaOvSIo&s=yKL_xY54sdEdzzvwxMQa2hH3jLg2Jw2bVkP714aEZRk&e=> 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 <claire.sanf...@memorialhermann.org<mailto:claire.sanf...@memorialhermann.org>> 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:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Pierson, Shawn Sent: Wednesday, February 22, 2017 3:02 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> 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:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Wednesday, February 22, 2017 2:51 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> 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" <jason.mil...@gmail.com<mailto:jason.mil...@gmail.com>> wrote: ** https://secure-web.cisco.com/1ZfdDKw050xWIbNtdT1O9zNBkugnFB7CRSKcMDkhGBpBNRrfZ-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_ _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"
