As it was explained by our sales rep, SRM is licensed by user under the old green 'a la carte' support model. There's no distinction between external and internal, you need only cover the number of licensed users. The complication arises if you allow guest user access; for that, he recommended moving to the blue 'enterprise' support model which is of course more expensive.
________________________________ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 1:29 PM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question Thank You Shawn We will need to check into that ourselves as well. Nice heads up. Respectfully, William Abdo From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, May 07, 2010 2:14 PM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question We were looking at using SRM in a similar fashion for external users. However, you will want to have your contracts and legal groups look over the contract to make sure you are allowed to use it in that way. There were questions here over whether or not BMC allows you to use SRM for external customers, and it was determined by the experts in legal contracts at my company that we should err to the side of caution and not use SRM for external use. BMC may allow it, but since the document that was evaluated here didn't seem to indicate that it was ok, we decided not to use it for that. If you were going to use it as you describe, one thing to consider is how company-dependent it is. If you use multi-tenancy at all, it will create strict silos here. That may actually be a good thing, unless you want customers somehow figuring out how to access each other's data. For example, there may be some way to get customer data by setting up an "on behalf of" person for requests if you don't have it segregated by company. Other than that, since I haven't implemented in your scenario, I haven't thought about many of the gotchas. I do think the company question is the biggest one since you would want to segregate the data. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question Thank You Shawn, We are looking at using Remedy ITSM for a service desk for our customers. There are about 500,000 customers. Some customers are companies, some are individuals. The obvious way to bring the customer data into the Remedy ITSM is to store the companies in the company form, and the individuals in the people form. However, the individuals aren't associated with any company, so we have to resolve that, one way or another. We want to offer a Self Help portal, using SRM. The rate of SRs would average 2000 per day. At busy times, it could go up to 10,000. Has anyone seen a successful implementation of Remedy ITSM, on such as scale? If so, please share some of the gotchas you had to resolve, and maybe even some hints about how you went about it? Respectfully, William Abdo From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, May 07, 2010 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question ** William, You may get more answers if you clarify your question. You didn't mention what you are integrating with, so I assume you meant to use the word "implementation" instead. Also, you don't list out what your concerns are, what types of forms you would build, how many peak users you expect, what type of approvals, etc. If you can provide more detail I'm sure someone on the list may be able to help. Personally, I've been working with SRM since last year, I'm in the process of upgrading to 7.6, but it is only used internally in I.T. right now for very limited functionality so I may not be able to provide much assistance. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 8:19 AM To: arslist@ARSLIST.ORG Subject: SRM Integration Question ** Hello Remedy Wizards, I really could use your wisdom on this one. Does anyone out there have experience in performing or know of someone that has performed an SRM 7.6.00 integration with more than 500,000 Users? Or, If you had to do this, how would you proceed? Respectfully, William Abdo _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ Private and confidential as detailed here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access hyperlink, please e-mail sender. _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ Private and confidential as detailed here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access hyperlink, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
