The company has fully customized incident and change. I can not even call what was built a change management or incident management application because the customized version is not managing the changes or incidences. Its more like a repository of incidence and changes. There is no tasks, no relationship between CRs, not really an approval engine; we have a very skeletal version of change and incident-tracking. One issue is none of the applications are integrated, we are not able to see the full change life cycle, because there are all these separate custom change applications; and the company is trying to adopt ITIL processes on paper, but somehow the thinking has not changed towards ITIL. On top of these customized change/incident applications within AR System, they would like to build a custom CMDB. In have my concerns about going down the fully customization route which is why I wanted to find out about other people's experiences .
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