Hi Sandy, We are not complete custom but have done a ton of custom development. We are a pretty large health care company with about 14k employees about another 15k affiliates (we share a parking lot with one of your sites). We have used the Help Desk app since we started with Remedy (1999 I think) but we have highly customized it (a little less each HD version). We also have SLA but that has been broken more time than not so I don't even count it. Other than that we have built our own Change Management, Asset (more like Inventory), Identity Management, training, time tracking, scheduling and many more. Our systems are also "finally tuned" (i.e. customers get whatever they want, fields/workflow) but since they were not always built with a common base we have considerable duplication and data inconsistencies (companies, products). It has kind of been like the wild west and with a large focus on function and not necessarily design.
We are currently working on the process of moving to ITSM 7.6. Much of what we have built/customized over the years is now included. Some of our specialty apps will be brought over to the new environment as is. We are starting with CMDB and then Change for our infrastructure teams (we are all under the same VP who is supporting the move). Changing the applications teams to Change Management and Incident Management will be very interesting, a "challenge" we are saving for next FY. The most challenging will be CM. Each support group has their own CM form where they pretty much get anything they want done to it. Trying to consolidate to a more generic out of the box CM is probably going to be a struggle and realistically I don't expect everybody to move. We will probably end up pushing some of their data into the out of the box CM instead of customizing CM itself. HTH, Jason On Mon, Jul 26, 2010 at 8:12 AM, Luepke, Sandy <[email protected]> wrote: > ** > > 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. > > > > ------------------------------ > The information contained in this message is privileged and intended only > for the recipients named. If the reader is not a representative of the > intended recipient, any review, dissemination or copying of this message or > the information it contains is prohibited. If you have received this message > in error, please immediately notify the sender, and delete the original > message and attachments. > _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"
