I think Kinetic Request is pretty good :)
Direct URL - yes
Example: http://www.kineticdata.com/external/request-for-information.html
(this is actually a web page served by Kinetic Request -- everything
is Remedy - but you would never know it)
Example scenario: In your Knowledge Mgmt - you have an article that
explains why process XYZ fails with error 123. The solution is to have
at least 2GB of memory in your machine. (Click here - to order more
memory) The "Click here" would take you right to a Kinetic Request
form for ordering memory.
Fulfillment process as you describe - yes
Parallel and serial tasks - and any combination of it
Also - conditional tasks (all with dependencies etc)
Example: new employee form -- they check "Yes" they need an email
account -- then the backend tasks for email creation would fire
Import/Export service definitions - yes
See page 153 in the doc:
http://www.kineticdata.com/images/downloads/KineticRequestUserManual.pdf
(Also - it is one thing to import/export -- it is altogether another
thing to import in-place -- which we handle)
Example: You define a service on a dev box -- export it -- import to
production
You see you want to change something.
You go to dev - fix it -- export it -- import to production -- it will
import that change into the existing form. (If you want)
We like to say Kinetic Request - is for companies that take their
services seriously.
If you want a demo -- follow the above URL in the direct URL example.
Many other features too: http://www.kineticdata.com/request-features.html
Oh - and the US people -- have a great independence day - in fact -
declare your independence -- know your options -- choose what is good
for you.
-John
--
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
[EMAIL PROTECTED]
On Jul 3, 2008, at 3:23 AM, Jiri Pospisil wrote:
++++++++++++++++++++++++++++++++++++++++++++++++++++++
Please Read The Disclaimer At The Bottom Of This Email
++++++++++++++++++++++++++++++++++++++++++++++++++++++
Tim et all,
we have been using the SRM (version 2.0) in production for few months
now.
Here are major limitations/annoyances we have experienced and that you
may find of interest
- there is no way to define a direct URL to a specific request form,
it only can take you to the Service Categories view where you need to
find the request you are after (not helpful when trying to reference
the form on the intranet)
- fulfilment process cannot be conditional depending on values
selected on the request form, i.e. you cannot trigger only some work
orders off the request
- work order sub-system has a lot of functionality missing in
comparison to other ITSM modules, i.e. SLM is not enabled,
relationships cannot be created in the same way as on Incidents/Change
Requests
- when reviewing the request as a requestor, the Process Overview only
Displays Request ID and Status. If you need to chase the team
responsible, you have to go to the respective module and search for
the request ID. Either more information should be displayed in the
process overview or there should be a way to take the user to the
entry in the given module directly.
- there is no export/import facility for service request definitions.
This makes it rather longwinded to move tested requests from test
environment to production
There is few more issues/annoyances I am not going to bother you with.
I have been told that Kinetic Request provides some of the missing
functionality listed above, but cannot confirm that as I have never
seen it in action. It also may be that some of the items above have
been addressed in later releases (can anybody comment?)
Hope some of you will find this info useful.
Regards
Jiri Pospisil
Remedy Administrator
IT Services
LCH.Clearnet
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Tim Widowfield
Sent: 02 July 2008 03:58
To: [email protected]
Subject: Re: BMC Service Request Management
I think "hairy" is a bit of an understatement. I don't consider
myself an expert in the matter, but from what I've seen, Kinetic
Request is a whole lot easier to implement and manage.
Once again, your mileage may vary, I am not a lawyer, and I'm not the
regular crew chief; however, in every case where I've seen SRM go head
to head with Kinetic Request, it's the Kinetic product that customers
choose. Of course, one reason is that it works with *any* Remedy
application, even a home-grown app. But I think a lot has to do with
its design. It's simple enough that you don't have to be a technical
wizard to create catalogs and manage requests.
I'm still curious about Scott's original question. Is anyone actually
using SRM in production right now?
--Tim
----- Original Message ----
From: Drew Shuller <[EMAIL PROTECTED]>
To: [email protected]
Sent: Tuesday, July 1, 2008 12:28:18 PM
Subject: Re: [ARSLIST] BMC Service Request Management
Donald, thanks for the info. I do have a specific question. Is there
an
easy answer for how to create a task template? I haven't found that in
the documentation yet. The sample data Task Templates look pretty
hairy.
Drew
On Tue, 1 Jul 2008, Savant, [EMAIL PROTECTED] wrote:
We've had SRM 2.1 p001 fully configured in dev and test for months
now, we are
scheduled to move to prod in September after final UAT and
training. Suffice it
say, SRM requires a fair amount of configuration, too much to cover
in an ARList
response. Let me know if you have any specific questions. In
general, my
suggestions would be to take the training if you can, read the manuals
thoroughly, and keep it as simple as possible. We do plan to move
to 2.2 before
rollout because according to support, it resolves more than 200 bugs.
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller
Sent: Tuesday, July 01, 2008 7:03 AM
To: [email protected]
Subject: Re: BMC Service Request Management
We just installed SRM 2.2 on our UNIX/Oracle servers. No install
issues
other than the ususal ITSM headaches, so that went pretty well. You
get
some sample SRM's that should work but they rely on
Foundation configurations that don't exist.
So I'm in the middle of it...if anyone has good info on how to
configure
SRM, please speak up. Any help would be greatly appreciated!
Drew
Tulsa, OK
On Mon, 30 Jun 2008,
Joe DeSouza wrote:
This information may be useful for me too.. We might end up using
SRM 2.2
(the new release) with all the language options installed..
Joe
----- Original Message ----
From: "[EMAIL PROTECTED]"
To: [email protected]
Sent: Monday, December 3, 2007 5:27:34 PM
Subject: BMC Service Request Management
Is there any one out there who has implemented BMC Service Request
Management
and is actually using the tool in a production environment? Looking
for any
installation, user and troubleshooting issues you may have
encountered.
Scott Parrish
IT Prophets, LLC
(770) 653-5203
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
*************************************************************************************************
This email is intended for the named recipient(s) only. Its contents
are confidential and may only be retained by the named recipient(s)
and may only be copied or disclosed with the consent of LCH.Clearnet
Limited. If you are not an intended recipient please delete this e-
mail and notify [EMAIL PROTECTED]
The contents of this email are subject to contract in all cases, and
LCH.Clearnet Limited makes no contractual commitment save where
confirmed by hard copy. LCH.Clearnet Limited accepts no liability,
including liability for negligence, in respect of any statement in
this email.
LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate
High Street, London EC3N 1EA. Recognised as a Clearing House under
the Financial Services & Markets Act 2000. Reg in England No.25932
Telephone: +44 20 7426 7000 Internet: http://www.lchclearnet.com
*************************************************************************************************
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
