Hi Vicky, Andrew here, nice to meet you.
We have had GREAT experience with Kinetic Data, and some not so great experiences with both SRM and New Scale. Let me address each product briefly and then talk about what I've seen with Kinetic. SRM: Pro - The product CAN work given time and significant work on the back end. Con - The significant work can and has cost hundreds of thousands to perform. Also, you cannot brand the product out of the box. Can only ask the user a limited amount of questions to determine what they're requesting (10). Once necessary customizations have been performed, there is little hope of ever upgrading. New Scale: Pro - Shopping card, amazon-esque style of navigation, web front end Con - Integration with Remedy isn't particularly tight, product is not simple to deploy. Again, a large amount of development needs to take place. Java skills required to maintain. Kinetic (the winner in my opinion): Pro - Out of the box tight integration with AR (managament console is in AR). Brandable based on a CSS so you can have any kind of front end style you want. Data segregation if pertinent. Can ask users as many questions as necessary to determine service. Deployable in about 2-3 weeks (realistically). Con - Some training is needed to truly be proficient in the management console (if you don't want to pour through their documentation). So, to tailor my response to your areas of interest specifically and with regards to Kinetic: 1. Integration is tight with Remedy. Kinetic frontend is a web tier, back end management component is an actual AR module. 2. Remedy skills required to maintain. If you've done custom work before, Kinetic is a breeze. Support costs are comparable to both other products. 3. Ditto to question 2. 4. Minimal infrastructure costs as the web piece is very light and you're already running remedy on the back end. The web piece is developed in JavaScript I believe. 5. Completely customizable and brandable. If you have HTML/CSS experience, you can customize the end user experience COMPLETELY. 6. Kinetics pricing is based on managers of offered services (who is creating services essentially). Amount of users is not taken into account in pricing, so the product is EXTREMELY scalable depending on how big you are and how quickly you're growing. Hope this all helps...... Let me know if you have any more questions. PS - I have sold all three... -Andrew Andrew Paolino Account Manager Column Technologies Cell: 551-486-2549 Fax: 212-227-3040 Email: [email protected] Skype ID: apaolino Web: <http://www.columnit.com> http://www.columnit.com P Please consider the environment before printing this email This e-mail may contain privileged and confidential information and/or copyright material and is intended for the use of the addressee only. If you receive this e-mail in error, please advise the sender immediately by using the reply facility in your e-mail software and delete this e-mail from your computer system. You may not deliver copy or disclose its contents to anyone else. Any unauthorised use may be unlawful and is prohibited. Any views expressed in this e-mail are those of the individual sender and may not necessarily reflect the views of Column Technologies or its affiliated companies. This email content and transmission does not constitute an electronic signature under applicable law. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Zenith Victory Sent: Tuesday, April 28, 2009 8:38 AM To: [email protected] Subject: Service Request Module Evaluation -- Please Respond ** Hello! Our company is replacing custom built (on Remedy) service request module with out of the box producs. We are evaluating certain products and are finally down to BMC SRM, New Scale and Kinetic Data. If any of you had experience with the above products or performed evaluation of the above, your input about pro's and con's will be greatly appreciated. Some areas of interest are: 1. Integration complexity (with Remedy) 2. Ongoing support and maintenance (overhead) 3. Skill set to support 4. Infrastructure costs 5. End user experience 6. Any other input I understand that both BMC SRM and Kinetic Data are built on Remedy where as NewScale is J2EE. Does any of you have any experience using NewScale or its integration with Remedy (7.5) Thanks! Vicky _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
