Hi Rick, Norm,
On the ITIL thread - no toolset should be calling itself "ITIL
compliant" - the OGC (who own ITIL) do not offer any test or certificate
of ITIL compliance (http://www.itil.co.uk/faqs.htm#97
<http://www.itil.co.uk/faqs.htm#97> ). The more correct term would be
"ITIL aligned", and when I last looked on the BMC website I couldn't
find any reference to "ITIL compliant" (except for one old press release
for ITSM 5).
ITIL does not have to be a huge commitment or undertaking - although a
glance at ITSM 7 would scare many customers into thinking it is, but
this is just how BMC have chosen to approach it. Other toolsets approach
it in different ways, and for many customers their approach to the BMC
toolset is "why buy a bulldozer when a shovel will do" (I've actually
heard this term used frequently in toolset discussions). Even
independent of toolsets, many people will interpret ITIL in different
ways as well and adopt it to their needs (it is after all just a
framework at this stage...).
Don't forget ITSM 5.x was put through the Pink Elephant "PinkVerify"
service and deemed ITIL 'compliant' as well - so version 7 is not the
first version of align to the ITIL framework.
Matt
________________________________
From: Kaiser Norm E CIV USAF 96 CG/SCWOE
[mailto:[EMAIL PROTECTED]
Sent: Saturday, 27 January 2007 3:37 AM
Subject: Re: OT: ITSM Total Cost of Implementation Discussion
**
Rick:
On your point...So for those with limited budgets and/or no
compelling ITIL initiative, staying with ITSM 6 is probably a better
bet.
My concern is this-Remedy only supports so many versions. When
we get to, say, version 8 or 9 of ITSM, BMC drops support for version 6,
the non-ITIL compliant version.
Additionally, I don't want to sound cynical, but my impression
of ITIL is that it's an industry buzz...like TQM, CMM, CMMI, ISO, QAF,
etc. While I understand that there may be great benefits to
implementing ITIL, my research indicates that it's a huge commitment and
a huge undertaking. And many big enterprises may well balk at the idea
of embracing ITIL just because Remedy made their product that way.
It seems to me Remedy took an awful risk retooling ITSM the way
they did.
________________________________
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Friday, January 26, 2007 10:18 AM
To: [email protected]
Subject: Re: OT: ITSM Total Cost of Implementation Discussion
**
To answer your first question, the thing I have always liked
about Remedy was that I never had to tell a customer that Remedy
couldn't be made to conform to existing business practices. With ITSM
7, I'm not sure that would still be the case. In any event, the
corporate ITIL initiative would be the driver on this, not BMC, IMO.
This may be just my opinion, but I think that a lot of companies
are having to decide whether to jump on ITSM 7 or stay with 6 for the
foreseeable future, and customizing it to fit their needs. For
companies not really into ITIL, they just don't see the value add to
retrain everyone on a new app. and end up with no discernable value for
the money they invested in consultants and training to upgrade.
So I'm seeing two large buckets of work out there - Fresh ITSM 7
installations and ITSM 6 customizations. The first thing I thought of
when I saw ITSM 7 almost a year ago was that Remedy PS was going to make
a mint doing the installation and customizations, because few customers
will have enough staff time to invest in learning it well enough to make
anything resembling a major customization to it. The fact that until
very recently, only BMC and its partners were able to even get the
training on how to install and configure it only cements that
impression.
So for those with limited budgets and/or no compelling ITIL
initiative, staying with ITSM 6 is probably a better bet. ITSM 7 will
cost a bunch to get in place, and a bunch more to change as time goes
on. And that's not even taking into consideration the potential
upgradeability of the v7 application, which is a complete unknown at
this point.
Rick
On 1/26/07, Kaiser Norm E CIV USAF 96 CG/SCWOE
<[EMAIL PROTECTED]> wrote:
**
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
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