I agree - it would be a monumental task for a new Remedy admin to decipher ITSM 7. However, us old-timers can help by documenting what we know and passing it along to our customers, to at least give them a place to start looking. I created a cheat sheet showing where to modify certain configuration data and things like notification messages, and gave that to them as one of their project docs.
I also agree that more than superficial customizations to ITSM risk undermining the ITIL methodologies that were the justification for buying the software - yet some people want them anyway. It is a balance that one has to strike. Rick On 9/13/07, john rosquist <[EMAIL PROTECTED]> wrote: > > ** I think that there are a couple of problems here. My clients do not > want customizations to the ITSM 7 suite. In fact, there are largely > forbiding it and are trying to change business process around the ITSM > suite. Second, they was the ITIL compliant stamp. They are purchasing hte > Remedy ITSM 7 product to get ITIL compliance, even if their business or > business process are poorly model in the tool, thus the eventual > customizations. I do not think that there are many new remedy > developer/admins that are going to decode the suite easily or effectively. > > John > > > > ----- Original Message ---- > From: Jim Fox <[EMAIL PROTECTED]> > To: [email protected] > Sent: Thursday, September 13, 2007 10:42:51 AM > Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR > Suite? No logging doesn't count. > > Right, why do so many people keep missing this point. Anybody think Linux > is > eating Microsoft's lunch yet (as predicted)? > > Fluxman > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 > CS/SCCE > Sent: 09/13/2007 10:15 AM > To: [email protected] > Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR > Suite? No logging doesn't count. > > Mark my words--Microsoft will emerge as the winner of this battle. They > have too much going for them in "traditional" network settings. > Specifically, they are the makers of SMS and Active Directory. > Integrating with those products--which largely exist on most networks > already--will be a piece of cake. The integration will be seamless. It > will be a "no brainer" for large companies to use the Microsoft product. > > No plug-ins, go-betweens, "integration engines," connectors, data > duplicators, third party import tools, vendor forms, etc. to configure and > maintain. > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn > Sent: Thursday, September 13, 2007 8:53 AM > To: [email protected] > Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR > Suite? No logging doesn't count. > > ** > I've looked into the Microsoft products, and I seriously doubt that they > will be able to compete with ITSM. Microsoft's focus is more on > monitoring > changes than the actual change management process. I suspect that they > might end up being ok for server changes, but they won't be able to handle > network or code changes (not that ITSM's Change Management works well for > programming changes either.) > > There are small companies out there with ASP and JSP based solutions that > can do a lot of the ITSM functions much better than BMC's ITSM suite. The > only advantage BMC has going for them, that they are basically throwing > away, is the customizability. I doubt that Microsoft's product would ever > be as customizable as ITSM is even today after all the changes. > > Shawn Pierson > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of strauss > Sent: Wednesday, September 12, 2007 5:21 PM > To: [email protected] > Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? > Master AR Suite? No logging doesn't count. > > > ** > <random speculation> It seems like some of the Windows-based Remedy > ARS folks are honing their .NET skills, which will help them if their > organizations move from Remedy to Microsoft System Center Service Manager > once it becomes a mature piece of their System Center suite. I suspect > that > a lot of IT managers will take a serious look at the cost comparison in a > couple of years, once all of the System Center (2007/8 versions of SMS > 2003, > etc.) are well established in their infrastructures; I know ours will. At > that point, the BMC push to packaged apps over custom (or reasonably > customizable) apps may begin to hurt them, as comparable packaged > solutions > with local extensibility begin to compete at lower price points. ARS > admins > will have been reduced to tiptoeing around the fringe of the dark (and > dangerous) bowels of ITSM, and be less able to deliver the kind of deep > adaptations to our environments that were the strength of the platform in > the past. > </random speculation> > > On a more serious note, I would do almost anything to get my hands > on an honest-to-gosh, working version of MasterARSuite for ARS 7.1, even > if > all they did was update the old one to recognize the new definitions and > programming features. It was by far the best diagnostic and > troubleshooting > tool I ever had, and made it much easier to judge the implications of any > proposed customizations - which today are more of a "trial, error, log, > fix, > and try again" process. And that is just nibbling around the fringes of > ITSM 7. > > Christopher Strauss, Ph.D. > Remedy Database Administrator > University of North Texas Computing Center > > P.S. No tarring or feathering, please - I'm just speculating since > this thread has degenerated enough to leave us writhing in ancient > petroleum-based substances. > ________________________________ > > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore > Sent: Wednesday, September 12, 2007 4:45 PM > To: [email protected] > Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? > Master AR Suite? No logging doesn't count. > > > > > > ** > I wouldn't say that we're a dying breed as much as we're being > pushed to > extinction by BMC. > > > Ahh the tar pits aren't so bad once you get used to the heat. > :) > > Ben Cantatore > Remedy Administrator > Avon > (914) 935-2946 > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
