Well... hold on a second.... I think ... there is a "support contract" (er... level?) that would provide support for _any_ ARS built application.Custom from the ground up or custom ITSM. The thing is it is not available at 20%/year costs.
Which gets you to the age old question: Build vs Buy. Only in this case we are talking about: You can "build" your own support with training and skilled employees, or you can "Buy" your support for money from a vendor/partner/soothsayer. I believe the option is there. The question is "does it cost to much for it to matter to you"? What is the total cost of "outsourcing"? ( It includes increased costs for support and "lost of assets"[skilled people in house].) And in all fairness, there is a real difference between "Support" and "Development" activities too. ( But in ARS that can be hard to see, and could be better defined by BMC up front for customers.) Vendor supplied support is what we all know it is. ( A phone number and a prayer.) Vendor "Development" use to be called "Professional Services" (AKA: Consulting). Support should fix it when it does not work, or explain it when you do not understand what "as designed" means. Development can change it to make it work differently than "as designed". There are a whole host of questions that customers should be asking _before they buy_ a product/application: Is changing a form background image "support" or "development"? Is changing a notification content "support" or "development"? Is changing a field location on the screen "support" or "development"? (and does the vendor consider that to be "Supported" or "Development" activities?) (etc..) Again... What is the total cost of "outsourcing"? (built apps in house, or buy OOB) -- 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 Feb 6, 2008 10:22 AM, Seth Wrye <[EMAIL PROTECTED]> wrote: > Understood. The only problem though is that being able to customize ASR > (Apps or Platform) has been one of ARS's strongest selling point. Should I > tell my customers that if they want to customize the HelpDesk form by adding > a graphic or to change the flow of a ticket, they will either have to build > the entire module from scratch or loose support? I think, with the apps at > least, BMC is narrowing the gap that made ARS so much better than the rest of > the competition. > > Seth Wrye _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
