See my comments below:
Kaiser Norm E CIV USAF 96 CG/SCWOE <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <[email protected]> 01/26/2007 11:05 AM Please respond to [email protected] To [email protected] cc Subject OT: ITSM Total Cost of Implementation Discussion ** 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? -- If you're trying to stay as close to out of the box functionality, then yes to a certain degree it does dictate how your process should work. I think there's enough flexibility through ARS objects (forms, filters, active links, ect) that you can change the ITSM apps to match company's process. - 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? -- Yes, I'm going through that pain right now. - Isn?t customization unavoidable?especially in large enterprises with longstanding, proven business practices? -- If the company is following industry best practices, shouldn't be drastic changes, but all sorts of minor customizations will probably be needed. - 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? -- Standard Naming conventions, good documentation, avoiding using reserved IDs, adding rather than modifying, exports and backups, using your own ID rather than the Demo account to modify objects so your name/last modify date shows. All thoughts and opinions are much appreciated. Norm __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
