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Anne, Your answers seem to ease some of the concerns, but the devil is always in the detail, so I would venture to raise several more questions that spring in mind when reading your statements. OS and database platforms - will the customers be able to choose which platform is used as many have existing integrations that depend on their current platforms. Some even need a software to be installed on the server. How this would be addressed? Customizations - does this mean that before a customer can migrate to on demand platform all their customizations have to go through the certification process? Also, if the customer proposes a new customization, is there going to be an agreed time in which BMC completes the assessment? (i.e. how long the customer has to wait before they can provide the new functionality to the business). And what if the proposed customization is rejected? Is there any escalation process in place or would BMC suggest "correct" way of implementing the customization as part of the service? Or would the customer have to purchase consultancy from BMC to implement the customizations in the correct way? And finally, will the certification requests be charged to the customer or will they be part of the on demand service? Upgrades - who decides when the upgrade takes place? Some customers may need time to implement the business change and may hence easily fall behind the officially supported version. Thanks in advance for sharing any information on the questions above. Jiri Pospisil Remedy Specialist LCH.Clearnet<http://www.lchclearnet.com/> From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Brock, Anne Sent: 11 November 2010 16:14 To: [email protected] Subject: Re: Remedy OnDemand - SaaS platform discussion ** Please talk to your account reps if you want to learn more about Remedy on Demand! Here are my comments, but please review our website and talk to your rep for official comments. I wouldn't normally post this much to this list, but I didn't want some misconceptions getting hardened in stone. 1) You do NOT share your database with other companies. You have your own database instance. You can choose to use multi-tenancy within that, but you have your own set of apps, your own database 2) We provide Dev, Test and Production environments 3) You own the data (if you're going with BMC - I can't speak to other vendors) 4) Because it's the same application regardless of whether you are doing On Demand or On Premise, if you switch from On Demand to On Premise, you stand up an ITSM instance (takes a couple hours with our new stack installer!) and bring the data over 5) You can do customizations. We run them through a certification process to ensure that they won't break on upgrades, but you can customize. 6) Yes, event managers and discovery data can be integrated with the system. Other integrations are available as well. 7) BMC handles upgrades, patches, etc. There are customers for whom On Demand is the perfect fit. There are other customers who do a lot of customizations, custom apps, etc who will probably prefer to remain On Premise customers. Luckily, it's the same great software either way! If you are interested, I demo Remedy on Demand every Tuesday, at 9:00 a.m. central time; you can sign up for the session at www.bmc.com/events Anne Brock Principal SC, BMC Software *** My comments here are my own and do not necessarily reflect BMC's policies, standards, etc. *** _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ************************************************************************************************* This email is intended for the named recipient(s) only. Its contents are confidential and may only be retained by the named recipient(s) and may only be copied or disclosed with the consent of LCH.Clearnet Limited and/or LCH.Clearnet SA. If you are not an intended recipient please delete this e-mail and notify [email protected]. LCH.Clearnet Limited, LCH.Clearnet SA and each other member of the LCH.Clearnet Group accept no liability, including liability for negligence, in respect of any statement in this email. The contents of this email are subject to contract in all cases, and LCH.Clearnet Limited and/or LCH.Clearnet SA makes no contractual commitment save where confirmed by hard copy. Cet e-mail et toutes les pièces jointes (ci-après le "message") sont confidentiels et établis à l'intention exclusive de ses destinataires. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, est interdite, sauf autorisation expresse de LCH.Clearnet Limited et/ou LCH.Clearnet SA. Si ce message vous a été adressé par erreur, merci de le détruire et d'en avertir immédiatement [email protected]. LCH.Clearnet Limited, LCH.Clearnet SA et les autres entités du groupe LCH.Clearnet Group, ne peuvent en aucun cas être tenues responsables au titre de ce message à moins qu’il n’ait fait l’objet d’un contrat signé. LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High Street, London EC3N 1EA. Recognised as a Clearing House under the Financial Services & Markets Act 2000. Reg in England No.25932 Telephone: +44 20 7426 7000 Internet: http://www.lchclearnet.com LCH.Clearnet SA, Siège Social, 18 rue du Quatre Septembre, 75002 Paris, Chambre de Compensation conformément au Code Monétaire et Financier. ************************************************************************************************* _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
