Everyone has made really good points and it should relate that there is probably no one in the world that can use an OTB application without customization. Everyone has needs specific to their business. Reporting requirements will most likely drive many customizations.
Depending on how customized the business is will influence how customized the application will need to be. We're going to be evaluating what to replace our HD 5.0 with. Are we even near being able to stick as closely to ITIL as what v7 seems to require or do back off that extreme requirement and go with v6? Right now our v5 is about 85% customized which means OTB only worked for the basic structure of what was offered. How many customization requests does your company make now? If there is a lot like our company it probably means it will be very hard to stick close to v7. We're still establishing what all of our processes are because we have grown very fast and will continue to. One of the great points about Remedy is its flexibility and adaptability. It's almost as if v7 is trying to remove those virtues from the product. I love the fact that when we decide to go with a process I can adapt the system to meet the needs. I guess our company is like a teenager, not ready to settle down and be a octogenarian and do it the same way all the time. I just thought of that analogy and that is kind of scary to me. Would I then become a 'maintenance' person instead of a creator? I guess part of your decision process is your knowledge of your company and how it fits the OTB life. Let us know what you decide when the time comes. Susan On 5/21/07, strauss <[EMAIL PROTECTED]> wrote:
We will minimize customizations, but there will have to be some to make up for holes in the design of the out of the box application. IMHO, some of these exist simply because the ITSM developers had too little experience with the Help Desk application, and missed obvious things proven over several version of the older application - for example, there is no way to search for a customer from a new Incident form by either their login name or their corporate id, both of which are far more heavily used (and more accurate) than the various forms of name which change over time. Login Name is not available in either the Incident form or the People Search dialog, and is only populated in the hidden field some of the time - when the Incident originated as a customer's Service Request. Corporate ID is not populated at all in the Incident form, and isn't even in any of the OTB views. Basically, two of the key (and usually indexed) data elements for identifying or reporting data for a customer are not even used by the Incident module, in most of its data records. I will have to "fix" that. There will also be some of our customizations to Help Desk 5.5 that our users will _demand_ that we put into ITSM 7... I just plan to make them ask for them again - before we try to add them because of the increased complexity of the OTB applications. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Drew Sent: Monday, May 21, 2007 3:41 PM To: [email protected] 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
_______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
