I did a full ITSM 7 implementation that replaced Helpdesk 5.5. The client had some customizations such as allowing the service desk to iuse the same summary list as the requester. They also needed a new form to capture user systems. The OOTB processes are built using ITIL and if the consultant that is doing the implementation has been through ITIL foundations certification it is easy to show the client the logic behind the process flow. There is still the capability of building or modifying the system it is more difficult to change OOTB and not break something else. -----Original Message----- From: [EMAIL PROTECTED] To: [email protected] Sent: Mon, 21 May 2007 4:40 PM Subject: ITSM 7 customizations
For those of you who have decided or already installed ITSM 7, are you planning to stay "out of box"? Or do you plan on making customizations? And if so, what are they? Or put another way, what percentage of ITSM 7 customers will make customizations and why? If ITSM 7 truly does embody ITIL, what are the reasons you'd use to justify customizations that others might perceive as breaking best practice? On a higher level.... Do you think BMC has really done a good job of making ITSM 7 so robust in workflow, GUI and ITIL/standards compliance that they truly are no longer marketing Remedy as a development platform but as a suite of ready-to-go applications? Just doing a little market research here.... thx. -Drew Product Manager Aeroprise _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ________________________________________________________________________ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
