I might check Service-now out. And if I like it - I will recommend this to my Clients. With Remedy I can't get the free demo license anymore, and I personally am not happy with Remedy's support. In a message dated 3/22/2010 3:06:32 P.M. Eastern Daylight Time, robert.mole...@gmail.com writes:
Just went to Service-now admin training as a partner - it is very impressive - highly customizable - and very "clicky" to administer - however with that said - so is Remedy in the Developer Studio / Admin Tools. And being a single-web-based-tool - no need for separate tools to develop / use. Yes we are beginning to see major ground-shift in many customers changing from BMC to Service-Now due to the facts that: * TCO - and Licensing Model - plus SAAS cuts TCO as well - base contracts contain DEV-TEST-PROD without "enterprise level" contracts - all MODULES are available in the "base contract" as well! * Desire to stay OOB - never occurs in Reality - regardless of the product * BMC ITSM product is quite huge in the aspects and 'feature richness' but adds to the deployment complexity / end-user training / maintenance costs long term. * KISS - is Service-Now - and it's ITIL Certified in 11 modules (3 remaining) Now with that said my **PERSONAL** feelings are that: * Service Now applications are a bit "light" compared to BMC ITSM - however how many customers use __ALL__ of the fields / functionality in BMC ITSM? * Both "Core Systems" (Forget ITSM at this point) - are easy to develop on, build workflows on, control UI Events, Groups, Roles, etc. * However Service-Now wins on the fact that 1). Single tool (web interface) to build / customize / use 2). No differences in client types (Thick / Thin) 3). Client Rich Features - such as "right click to report", quick exports to xyz format, print ticket to Word/PDF/xxx (without needing a report!) 4). Visualization of objects (CMDB) and Approval Process Builder / Approval Process Life Cycle are quite impressive and respond much faster than BMC ITSM 5). ... So while I might slowly become a Service-Now convert - I do realize that: * 11+ Years experience in Remedy ARS and Applications (since version 3) is highly still valuable * Service-Now is becoming a High-Demand Trend which means it is foolish to NOT expand my skill-sets * having Service-Now AND Remedy ARS AND BMC ITSM experience in "real world" experiences is a valuable commodity * Customers will continue to require customizations / enhancements to EITHER product - and last time I checked I still need to pay the bills :) If in doubt - go check their website - they have weekly live-demos, and actually a 'demo system' that is available for you to play-in, including as "admin" so you can develop. (they do refresh the system every night back to OOB) And you can check out their own words on the topic as well: http://www.service-now.com/relief-package-remedy/remedy-facts/ HTH - and feel free to ask questions offline/online about this... Robert Molenda On Mon, Mar 22, 2010 at 11:38 AM, Matt Worsdell <m...@worsy.co.uk> wrote: > The tool itself yes, I was referring to customisations. > > Sent from my iPhone > > > On 22 Mar 2010, at 18:35, Bing <b...@itm3.com> wrote: > >> Service-Now is primarily written in Java -- not JavaScript. >> >> -- Bing >> >> -----Original Message----- >> From: Action Request System discussion list(ARSList) >> [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell >> Sent: Monday, March 22, 2010 11:14 AM >> To: arslist@ARSLIST.ORG >> Subject: Re: Service-now.com >> >> JavaScript predominantly although it has it's own graphical workflow >> interface. >> >> Sent from my iPhone >> >> >> On 22 Mar 2010, at 18:06, Guillaume Rheault <guilla...@dcshq.com> wrote: >> >>> Hey Bing, >>> >>> concerned quelled! :-) >>> So what programming language(s) is Service-Now is developed with? >>> >>> Guillaume >>> >>> ________________________________________ >>> From: Action Request System discussion list(ARSList) >>> [arsl...@arslist.org] on behalf of Bing [b...@itm3.com] >>> Sent: Monday, March 22, 2010 1:53 PM >>> To: arslist@ARSLIST.ORG >>> Subject: Re: Service-now.com >>> >>> Have worked with Service-Now and found it to be a perfectly viable >>> software-as-a-service (SaaS) solution for service desk activities, and >>> more. >>> >>> To quell Guillaume's concern . . . yes, Service-Now is definitely >>> customizable. >>> >>> Better question is, are you prepared to forgo software license >>> ownership and embrace SaaS? Perhaps you should be. IT is supposed to >>> provide business services, not collect and manage company assets. >>> >>> Suggest you speak with BMC Remedy and Service-Now to hear a balanced >>> argument for each approach. If you don't already have a Service-Now >>> contact, here's the gentleman I started with: >>> >>> Tyson Ricks >>> Inside Sales - West >>> 858-345-1926 >>> tyson.ri...@service-now.com >>> >>> Tell him Bing sent you. >>> >>> Disclaimer: Not saying Service-Now or any other SaaS solution is >>> better or worse than Remedy. Only suggesting you should get ALL the >>> facts and perform an apples-to-apples due diligence process, before >>> making such a major decision. >>> >>> -- Bing >>> >>> Bradford Bingel ("Bing") >>> b...@itm3.com (email) >>> 925-260-6394 (mobile) >>> >>> >>> -----Original Message----- >>> From: Action Request System discussion list(ARSList) >>> [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault >>> Sent: Monday, March 22, 2010 10:15 AM >>> To: arslist@ARSLIST.ORG >>> Subject: Re: Service-now.com >>> >>> Hi Claire, >>> >>> I guess what I was trying to say, is that BMC can give you the weak >>> and strong points of Service-now. >>> At least you would have that, and you would not need to get that >>> information... >>> I totally agree that it is better to get feedback from the soldiers on >>> the field. >>> >>> Without knowing whether service-now is customizable or not, you can >>> always make the argument that you **could** have a totally 100% >>> vanilla Remedy ITSM implementation, which could be viewed and treated >>> as a totally hermetic black-box. >>> However, I have never been in a project or heard of a customer that is >>> totally 100% OOTB, even though it is usually the mandate from >>> management when implementing ITSM. So as you know, the fact that you >>> can customize the Remedy applications is the greatest strength. >>> >>> The other very strong point is that the Remedy apps are open-source in >>> a way, since you can take a look at the code. This is very handy, not >>> just for customization, but to understand what the functionality is in >>> the first place, since as you know the documentation can never be >>> perfect. So all the arguments in favor of open-source applications do >>> apply for Remedy apps. >>> >>> Guillaume >>> >>> ________________________________________ >>> From: Action Request System discussion list(ARSList) >>> [arsl...@arslist.org] on behalf of Sanford, Claire >>> [claire.sanf...@memorialhermann.org] >>> Sent: Monday, March 22, 2010 1:00 PM >>> To: arslist@ARSLIST.ORG >>> Subject: Re: Service-now.com >>> >>> Guillaume >>> >>> I know my BMC account manager can give me a comparative analysis >>> between both products, what I am looking for is info from the "remedy >>> people in the trenches" perspective. >>> >>> I personally would prefer to stay with Remedy. >>> >>> Claire >>> >>> -----Original Message----- >>> From: Action Request System discussion list(ARSList) >>> [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault >>> Sent: Monday, March 22, 2010 10:37 AM >>> To: arslist@ARSLIST.ORG >>> Subject: Re: Service-now.com >>> >>> Your BMC Account manager should be able to provide you with a >>> comparative analysis between both products >>> >>> Guillaume >>> >>> ________________________________________ >>> From: Action Request System discussion list(ARSList) >>> [arsl...@arslist.org] on behalf of Sanford, Claire >>> [claire.sanf...@memorialhermann.org] >>> Sent: Monday, March 22, 2010 11:14 AM >>> To: arslist@ARSLIST.ORG >>> Subject: Service-now.com >>> >>> Has anyone here ever investigated or had their management investigate >>> switching from Remedy to Service-now.com? >>> >>> If so and you stayed with Remedy, please give me as much specific info >>> as you can so I can guide my company in the "R"ight direction. >>> >>> Thank you very much! >>> >>> Claire Sanford >>> Information Systems Division >>> Memorial Hermann Healthcare System >>> Phone: 713 448 6035 >>> claire.sanf...@memorialhermann.org >>> >>> ______________________________________________________________________ > > >>> __ >> >> >>> _______ >>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend >>> wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" >>> >>> ______________________________________________________________________ > > >>> __ >> >> >>> _______ >>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend >>> wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" >>> >>> ______________________________________________________________________ > > >>> ______ >> >> >>> ___ >>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend >>> wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" >>> >>> ______________________________________________________________________ > > >>> ______ >> >> >>> ___ >>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend >>> wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" >>> >>> ______________________________________________________________________ > > >>> _________ >> >> >>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend >>> wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" >>> >>> ______________________________________________________________________ > > >>> _________ >> >> >>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend >>> wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" >>> >> >> >> ____________________________________________________________________________ > > >> ___ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 >> www.wwrug.com ARSlist: "Where the Answers Are" >> >> >> _______________________________________________________________________________ > > >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" >> > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > -- If it were not for the gutter, my mind would be homeless! ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
