I remember Doug saying that Remedy would release tools to us that did exactly that, but I haven't heard if they actually were released.
Rick On 1/26/07, Ben Cantatore <[EMAIL PROTECTED]> wrote:
** "Certainly you want to apply the best practice configuration control techniques of Remedy…my point is, with a tool as big as ITSM *plus *without knowing intimately what the vendor has changed, added, and/or deleted, the configuration control piece is much, much harder with a vendor-supplied product than with a custom build." Not going to argue with you there, in all the versions of remedy I've worked with, the app upgrades have never been easy. I would love to see some intool support that somehow "flags" what's been added/changed. Migrator in my opinion should fill that role, but is sadly lacking in many aspects. Overall, I think its easy to conclude, wether you decide to use ITSM 7 or not, you have hard decisions to make. There is no silver bullet that will make everyone happy. *Kaiser Norm E CIV USAF 96 CG/SCWOE <[EMAIL PROTECTED]>* Sent by: "Action Request System discussion list(ARSList)" < [email protected]> 01/26/2007 02:04 PM Please respond to [email protected] To [email protected] cc Subject Re: OT: ITSM Total Cost of Implementation Discussion ** n 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. Certainly you want to apply the best practice configuration control techniques of Remedy…my point is, with a tool as big as ITSM *plus *without knowing intimately what the vendor has changed, added, and/or deleted, the configuration control piece is much, much harder with a vendor-supplied product than with a custom build. ------------------------------ *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Ben Cantatore* Sent:* Friday, January 26, 2007 12:37 PM* To:* [EMAIL PROTECTED] Subject:* Re: OT: ITSM Total Cost of Implementation Discussion ** 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
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