I would recommend TuringSMI support at this point and time. I've been working with them since October 2006. My first opinion of them was what the hell did my boss get us into. I was used to the excellent support I used to get from BMC, coupled with the fact that ITSM was (and still is) buggy and relatively few people were familiar, much less expert in it. Since those early days, Turing has hired some quality individuals (many familiar names from ARSlist) and I believe worked on their internal communications. I still think they have a bit more growing pains to work out but they've done an execellent job of turning around their support.
"Wilson, Bruce B" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <[email protected]> 04/18/2007 02:10 PM Please respond to [email protected] To [email protected] cc Subject New Support Policy? ** The trail is becoming more twisted? Apparently, when you now call the BMC support center with a new issue, you no longer speak to a support technician. Instead, you speak to someone who takes some cursory notes and creates a ticket for you. Basically, it is the same thing as if you were to go online via Remedy support and create your own ticket. I remember previous to this, you got someone who could not speak very good English and would attempt to solve your problem with the limited knowledge they had and would then TEXT MESSAGE the BMC support engineer you previously were able to speak directly to. Add the fact that the on-line Remedy knowledge base is incredibly slow to search and retrieve and you basically complete the poor support. We are paying thousands and thousands of dollars for incredibly poor support that seems to continuously get worse. What is next? I am seriously considering utilizing a non-BMC service center for support. I am told at one vendor, the technicians go through a certification program. You get the same person each time you call so they get to become familiar with you. Does anyone have any good (or bad) experiences with non-BMC service center vendors? Sorry for venting, but enough is enough! Bruce Wilson C&S Remedy Administrator Norfolk Southern Corporation Atlanta, GA __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
