Hi Sandy, Everything that was said is valid. I just wanted to add something that was yet to be mentioned. As a contractor, I have had several large clients that have embarked on this mission. The majority of them that do so are attempting to align themselves to ITIL V3 as Remedy ITSM is known to be the most compliant out-of-the-box (OOTB) product to the highly toted industry methodology. The methodology in itself issues change in business processes that are to help run a tighter and more efficient ship. If that is a part of your company's mission, then you can use ITIL as a tool to drive in the change for your company's culture/users of the current system. Also, it is important to understand that there are certain apps in your home-grown system that may not be handled by ITSM, SRM or SLM as you mentioned. Those apps will need to be brought over into the new system, potentially integrated with the OOTB workflow (which is no picnic by the way), and depending on your company's current version, upgraded to maximize the most current tools in the Remedy arsenal. Also, there may be several current apps in your system that are handled by OOTB workflow- but in a very different way that may be more kind to your servers as well as your users (once they get over the change and allow themselves to get used to it). Those things need to be ascertained. The great thing is that it is doable and it can be successful in putting your company on a stronger track depending on how well-built the home-grown model is moreso towards efficiency than needs. If you would like to discuss some of my experiences in detail, feel free to email me directly and I will share with you what I can. Either way, good luck! KP
--- On Mon, 7/26/10, Robert Molenda <[email protected]> wrote: From: Robert Molenda <[email protected]> Subject: Re: Has your company converted from custom to off-the-shelf BMC apps? To: [email protected] Date: Monday, July 26, 2010, 3:52 PM ** Agreed and Agreed - and if a "gap analysis" and "ROI" analysis is to be performed - then the step back to "vendor" should additionally be considered as well. I'm not saying "anything about vendor" it is just that this is not a "simple task" - and all options should be considered. That is unless the decision has been made without the analysis performed... It is extremely difficult to have individuals "change their ways" when they were accustomed to "getting everything they want" ... And Yes - my prior company was Incident/Change 4.5 super customized - and we went with ITSM 7.0 OOB - and it was difficult to say the least. Directive from senior management is definitely required in order to level set the individuals as to their expectations and tooling capabilities... Without it - resistance will cause many many issues... HTH Robert Molenda On Mon, Jul 26, 2010 at 1:29 PM, Guillaume Rheault <[email protected]> wrote: ** Hi Sandy I second Joe's comments You need to do a total cost of ownership, which will include buying the ITSM application licenses, increase in BMC support, the need to ugrade your ITSM applications every 3-4 years (so you are not unsupported). Most importantly you need to do a full gap analysis on your applications and what the ITSM applications have. The gap analysis needs to include the following areas: - process - business rules - data elements - reports - notifications - consoles - integrations - usability (UI requirements) - permissions and access control - etc Guillaume From: Action Request System discussion list(ARSList) [[email protected]] on behalf of Luepke, Sandy [[email protected]] Sent: Monday, July 26, 2010 11:12 AM To: [email protected] Subject: Has your company converted from custom to off-the-shelf BMC apps? ** 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"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _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"
