I can't go as far as Patrick. I'd say Support is spotty, but I have had some very good experiences. But I feel the need to point out one problem:
The last time we had one of these go-arounds about Support I said that when I fill out a satisfaction survey I always check the box that asks if I want someone to contact me about the ticket, but nobody ever does. Somebody from BMC (sorry I forget his name) called me and we discussed the issue and he assured me that things would change. But since then I have checked that box several more times, but nobody has ever called me. Dwayne Martin James Madison University ---- Original message ---- >Date: Wed, 31 Oct 2007 08:31:47 -0400 >From: patrick zandi <[EMAIL PROTECTED]> >Subject: Re: BMC Support Site Rant >To: [email protected] > > ** > Discussing Support is only a topic that makes one's > blood pressure rise.. > Support is almost useless.. if not Pleasonton, the > only thing you are paying for is the upgrades. > You might as well pay for support Twice and go with > someone else who give better support - anyone can. > out of some 20 calls, they have only answered 1 > correctly, and that was after a 50 days. > either I solved it, or the arslist solved it. > useless! > > 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" > > -- > Patrick Zandi __20060125_______________________This > posting was submitted with HTML in it___ Dwayne Martin Computing Support James Madison University _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
