Actually, I'm not sure that applying customizations to ITSM 7 are in contravention of ITIL - none of the ones that I have had to make to Incident Management were built to get around some ITIL best practice that is built into the OOTB application, they were built to fix some idiotic lapse on the part of the application designers (dropping the ability to select customers using login name or corporate id), or to solve a specific usability problem, fit the customer data to our local situation, or support the Kinetic Request integration. Generally, they had to be made when a data-driven configuration solution would not work, and we do think about those first: we just figured out a data driven solution to use for the Broadcasts module that avoids recreating a customization that we had on the old Bulletins form.
Personally, I would not equate deploying ITSM 7 OOTB with buying in to ITIL (which no one above my director has done, anyway, so it is not a driving factor here at all). The ITSM 7 app is just a tool set that facilitates implementing ITIL practices, and an imperfect tool at that. We are working in the opposite direction; when someone complains that they liked how Help Desk 5.5 did something better, usually because of some customization that we had done, we mention that the new application follows ITIL best practices more closely, and that we should be too. I guess we are using ITIL as a crutch, invoking it to avoid excessive customization, but since most of our complaints come from the same group that brought us PeopleSoft OOTB - no customizations allowed or considered (which made it vastly less usable or useful than the custom mainframe application that we had before), turnabout is fair play. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ <http://itsm.unt.edu/> From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, May 06, 2008 12:03 PM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** Well, it's really about to what level companies are willing to buy into ITIL. If they want full ITIL, customization of ITSM will reflect that by being minimal. If they want some hybrid of the old and the new, customizations can be extensive, and therefore practically non-upgradeable. Not saying that one path is eminently better, but that one must be chosen. Either do ITIL fully, or don't. If you don't want to, why spend the time and money to implement something like ITSM? Rick On Tue, May 6, 2008 at 9:55 AM, Kevin Pulsen <[EMAIL PROTECTED]> wrote: ** There seems to be a smoldering issue here. In previous versions, you could customize the dickens out of the ootb applications (To fit your business needs). However now with ITSM 7, customization is a four letter word. You are allowed to configure it, but if want to customize it you are breaking BMC's rules. It seems like there is a line being drawn in the sand between the AR Server application developers and the ITSM implementers. Is this thread now really about ITIL and ITSM? Just a reminder, this is the direction BMC is making with it's product line. You may like it, you may hate it, either way it's a product we have to support. Kathy, Was your question answered to your satisfaction? Kevin P. _____ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. <http://us.rd.yahoo.com/evt=51733/*http:/mobile.yahoo.com/;_ylt=Ahu06i62 sR8HDtDypao8Wcj9tAcJ> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
