Hi list:
I apologize for not being a more active participant of the ARS list community recently...work has had me tied up more in red tape than in real development lately. Anyway, I put this in as off topic, but I think it's only a bit off topic. I would like to get any and all viewpoints on the subject of implementing ITSM vs. another product or a custom product. Specifically, how do you feel about the following points (some are from a devil's advocate perspective): - ITSM 7.0 was overhauled from the previous version to be "ITIL compliant". An organization that does not want to embrace the ITIL model, however, is stuck because BMC only supports so many versions back. Eventually support is dropped on the non-ITIL compliant versions. Thus, doesn't the vendor effectively control your organization's process and not the other way around? What are your thoughts on that? - ITSM 7.0 has some 26,000 code objects (forms, ALs, filters, and escalations). Doesn't that make the tool nearly impossible to reverse engineer? And a bear to customize? - Isn't customization unavoidable...especially in large enterprises with longstanding, proven business practices? - If customization is unavoidable, how do you handle configuration control? That is, how do you know the next version won't wipe out all the work you did on your customizations? All thoughts and opinions are much appreciated. Norm _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
