Danny,
Ø How many customers out there go 100% out of the box? The solution has not yet launched - but in general, SaaS solutions work very well for customers that have adopted industry standard processes. Ø Or are you allowing customisations David? I answered the question about customization in the previous response: "An option will most likely be offered that enables customers to make light customization requests of the service. " -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Danny Kellett Sent: Tuesday, January 19, 2010 9:41 AM To: [email protected] Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand ** How many customers out there go 100% out of the box? Or are you allowing customisations David? Thanks From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Easter, David Sent: 19 January 2010 17:30 To: [email protected] Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand ** Ø this means that BMC is going to start offering hosted ITSM solutions rather than making us set up our own servers? Not hosted - software as a service. Think of salesforce.com or Google(tm) mail as an example of a SaaS offering. Ø ? Does this mean we will be able to have BMC handle all of the maintenance and administration too Yes, that is one of the most common options provided under SaaS. Upgrades too - BMC would be in charge of upgrading the SaaS stack. Ø If BMC does handle everything, how about customizations to the ITSM products? An option will most likely be offered that enables customers to make light customization requests of the service. Such an offering would be part of the service and not require professional services. Other "higher touch" options may be available. Once the solution launches, more specific options and offerings will be available from your BMC Sales Representative. -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Pierson, Shawn Sent: Tuesday, January 19, 2010 9:00 AM To: [email protected] Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand ** So in non-marketing or sales speak, this means that BMC is going to start offering hosted ITSM solutions rather than making us set up our own servers? Does this mean we will be able to have BMC handle all of the maintenance and administration too, or just that it won't be on the customer's servers? If BMC does handle everything, how about customizations to the ITSM products? Would it be handled through professional services? Thanks, Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Easter, David Sent: Tuesday, January 19, 2010 10:53 AM To: [email protected] Subject: ADV: BMC Launches BMC Remedy ITSM Suite on Demand ** For those that haven't seen it yet: http://www.bmc.com/news/press-releases/2010/bmc-launches-bmc-remedy-itsm-suite-on-demand.html "Today, BMC Software (NASDAQ: BMC) announced it is making its market-leading Remedy IT Service Management (ITSM) Suite available to customers via SaaS. The BMC Remedy ITSM Suite On Demand<http://www.bmc.com/products/offering/BMC-Remedy-IT-Service-Management-Suite-On-Demand.html> solution is based on BMC's service management suite that natively integrates ITIL® processes with service desk, incident, problem, change, release, asset, service request and service level management. This enables IT operations to quickly resolve business-critical incidents, reduce risk and enforce service level agreements without any on-premise infrastructure or support requirements. " -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ Private and confidential as detailed here<http://www.sug.com/disclaimers/default.htm#Mail>. 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