I work for a large manufacturing company who has been a BMC Remedy customer for over 10 years. We used ARS to develop our own incident, problem, request, and change modules. Our systems are quite sophisticated and finely tuned to our business processes. We are in the process of evaluating changing to the 'off the shelf' modules from BMC to line up more consistently with our companies 'off the shelf' software strategy. We're looking for other BMC customers who have been down this path already (converting from in house custom apps to off the shelf). The modules we are looking at are Service Desk, SRM, CMDB, and SLM. We are a global company, with over 60,000 employees. If you are a large BMC customer who started with your own customized apps and then converted to the off the shelf modules I refer to, we'd love to talk with you about your experiences.
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