I think that the point of why support has suffered is missed when we blame only the off-shoring of support.
The real problem is that they made a decision to do away with the support staff (thus cutting payroll), and off shoring it. If they had decided to do away with the support staff and hire all new Yanks, we'd have the same problems (albeit for us Yanks, it might be easier to understand them, course then the rest of the world would have to deal with our tendancy to butcher the Queens English!). The problem we are dealing with is the simple fact that they lost years of experience in this, and some poor disillusioned executive thought it would be relatively cheap and easy to provide some scripts and training to new people and voila! No, bottom line, BMC screwed up and screwed us in the process. Recently, I did have the pleasure of speaking with someone in the support management line. He was VERY cognizant of the mistakes that they had made. He had a plan to try and fix it (training, training and more training), but he was well aware that it was not going to be a quick solution. And since the proverbial trigger had already been pulled, the original support staff is gone.... And they are NOT going to be coming back. So, we're stuck with the current situation (I think). The only 2 things that I see as a course of action is to either take your support to a 3rd party (many like the service they receive), or make sure you bring up problems WITH BMC whenever they occur. Unless they know about them, they can't fix 'em.... HA HA.... That's the nicest BMC support email I've typed in a LONG time.... Warren On 10/30/07, David.M Clark <[EMAIL PROTECTED]> wrote: > > My personal experience is that one word sums up how bad their support is > at this point: Bhopal > > >>> Carey Matthew Black <[EMAIL PROTECTED]> 10/30/2007 1:24 PM >>> > A bit of clarification on the topic... I was contacted by a BMC person > off list to "explain the situation". > > BMC is using an ARS application to support their external customers. > (no surprise there, just look at the URL's on the support site) > However it is the "Customer Support" application and not currently > ITSM to deal with their customers. The "project finalized last fall". > They also mentioned that they currently use ITSM internally. > > And I love this quote... so I want to echo it too... > > "So really, we are drinking our own champagne!" > > > The person went on to say that they are working on a move to ITSM for > their external customers, "but we don't want to do too many changes in > too short a time." > > > I do appreciate the clarification. However, my original analysis still > stands... they are not (yet) using ITSM to support their customers. > Apparently they are using it to support themselves, so maybe that > counts to some extent. ( Let's give them credit for doing that. I am > sure it was no small feet for some of the long time BMC people to make > that adjustment. ) > > > ( I do realize that this is BUW week and I will be lucky to get a few > field mice to actually read this post this week too. But... for those > of us who did not get to go... or those that are just now getting back > from BUW....) > > So in the light of the new information I feel compelled to ask the > ARSList.... > > Does anyone think that BMC is changing to many things or moving to > fast, about how they are providing your support? > > -- > 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 10/30/07, Hugo Visser <[EMAIL PROTECTED]> wrote: > > <snip> > > > On topic, I always assumed that BMC uses some form of ITSM for their > > support, but they do not? What about the last big upgrade, when we all > moved > > to the ISS numbers? > > > > Hugo > > > > On 10/30/07, Carey Matthew Black <[EMAIL PROTECTED]> wrote: > > > Actually... > > > > > > I think it is a simple enough observation to say.... > > > > > > If ITSM is a "leading product" for Service Management then why do they > > > not use it to manage their relationship with their own customers? > > > _______________________________________________________________________________ > 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" > -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
