I agree with what's been posted so far. I had the opportunity to
work with Magic Version 8 for a customer and while it met some short
term needs, it is not a flexible to work with from a administrator's
perspective. What would be easy customizations to make in Remedy
seemed to be a choir in Magic and you would have to bring down and
restart the whole application for the simple changes to appear.
If the customer wants a more stable, flexible solution that can grow
with the business I would definitely follow some of the
recommendations already made here. I don't think that there is an
easy migration path from Magic to Remedy, nor in my humble opinion
will there ever be.
Just my .02. Hope this Helps.
Scott
Scott Hammons
Scott Hammons
Principal Consultant
Tivoli Security Practice
Advanced Integrated Solutions, Inc.
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[EMAIL PROTECTED] On Behalf Of James Van Sickle
[EMAIL PROTECTED]
Sent: Friday, September 28,:39 AM
To: [email protected]
Subject: Re: ARS Helping Out The Little Guy
Frank
BMC does advertise Magic as their more cost-effective, low-end
application for small to medium-sized businesses not able or eager to make
the large investment required with ARS. That being said, however, I would
like to stress that it would be better in the long run if the company
spends at least 30 to 40k now in order to get on a base ARS system, and
develop a small customized app to fit their initial needs until they can
move to ITSM. I have found that once a company decides to go with an
application, even for a short term solution, that application tends to stay
around for much longer than originally intended. Money gets allocated to
other projects, priorities change, and so forth. IMO, I believe they would
be much better off to bite the bullet now rather than fight months or years
later to get into a product that could even be more expensive later than it
is now.
Case in point, another company I worked with in the past had a
subsidiary that was not happy with their ticketing system they used for
their call center. They asked our dev team to put together a proposal for
implementing a Remedy system for their call center. I mapped out costs to
implement the system in server hardware, app licensing, and time. I also
factored in costs for integrating Remedy with their financial applications,
and time to build a custom application for their analysts. In the end,
they did not want to spend the money required to convert over and use
Remedy instead of their current app that was not fulfilling their need. It
has been well over a year since that decision. They are still with their
old application, and they are still very much unhappy with it.
(Embedded image moved to file: pic07619.gif)Countrywide
James Van Sickle
Remedy Developer
IT - Remedy Development
http://www.countrywide.com
Carey Matthew
Black
<[EMAIL PROTECTED] To
COM> [email protected]
Sent by: "Action cc
Request System
discussion Subject
list(ARSList)" Re: [ARSLIST] ARS Helping Out The
<[EMAIL PROTECTED] Little Guy
ORG>
09/28/2007 09:54
AM
Please respond to
[EMAIL PROTECTED]
RG
Frank,
My suggestions would be the following:
1) Buy the server, and the User license, but not the application.
Build to need with internal efforts.
If that is to expensive...
2) Contact BMC and get it in writing that buying Magic now could save
them money later when they are ready to "upgrade to ARS".(If such a
thing exists.) It might be a cheaper initial buy-in, but it will also
likely cost you more (over all) then just starting with the base ARS
server. I would also push to explore the "upgrade features" from Magic
to ITSM Service Desk. (If such a thing exists.)
3) Fix the open sourced solution with the money they would have spent
on ARS. I am sure there are consultants out there in the Open Sourced
universe that would love to help with such an effort. It might be as
simple as buying bigger hardware, or as "complex" as moving the
project from MYSQL to Oracle/MSSQL.
But that is my two cents.
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap.... Pick two.
On 9/28/07, Frank Caruso <[EMAIL PROTECTED]> wrote:
** I am working with a client who is looking to move off of their open
source CRM application. They have some users who are pushing the company
to
purchase Remedy but the the expense of the Remedy products is an issue.
They
have looked at the ITSM suite and feel that in a few years they would
need
all of the functionality that it offers. Right now they would prefer to
make
a smaller move and get a Remedy application running for as little
investment
as possible. Their current solution does some pretty basic call tracking.
Their biggest hang up is that it is ONLY web based and slow. It is also
fairly cumbersome to make code changes.
What I am looking for is any suggestions on how this could company could
proceed without having to shell out 30-40K for an ARS server and a few
licenses.
Thank you in advance for your suggestions/thoughts.
Frank
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