Re: SRM - Colors & 'Branding'? And Confusion

Fri, 28 Oct 2011 14:16:05 -0700

**
David,
Sorry this thread confused you. SRM is indeed part of the ITSM suite and can be installed-
http://www.bmc.com/products/product-listing/53035210-143801-2527.html
It sounds like this was done by the contractors who set your system up.
 
But, you have to buy user licenses for all customers who will request services and the people who will manage SRM. A good discussion of the various license requirements and a document that explains it can be found on the BMC Developer community -
https://communities.bmc.com/communities/docs/DOC-2975#comment-3042
You will need to the developer community to see the document. If you don't have a login, simply create one. A whole world of information will open up to you ;)
Kelly Deaver
kdea...@kellydeaver.com (ARSlist mail)
 
 
-------- Original Message --------
Subject: Re: SRM - Colors & 'Branding'? And Confusion
From: David Burdette <dav...@ufl.edu>
Date: Fri, October 28, 2011 3:22 pm
To: arslist@ARSLIST.ORG

**
Thanks very much to all who have responded to my question; I have been able to mine substantial useful information out of the discussions.
 
I am a bit puzzled on one point; and I imagine my puzzlement is only a symptom of my lack of familiarity with this whole constellation of topics.
 
The puzzlement: some responders have referred to “SRM” as if it were somehow an optional/competing product, which should be considered as one possible alternative, amongst a field of options.
 
I’m a management-type; I have a development team whom I’m supervising in a roll-out of a product we purchased, which I know as “Remedy ITSM Suite.” It was my impression that what I’m calling “SRM” – in the context of this list, and this inquiry – is a standard component of the “Remedy ITSM Suite” product, and is the component provided by BMC for users to initiate ‘tickets’ of various types into the Remedy system. 
 
Since I *thought* this was a “Remedy-specific” list, I thought my question, and its context, would be unambiguous. But it seems I’m reading about the relative merits of competing alternatives, and that (what I think of as) “Remedy/SRM” may not even EXIST.  It may be a separate optional product, which may, or may not, be a normal part of a “Remedy” (whatever that is – I used to think I knew…) installation.
 
I find myself bewildered and distressed, that I may have a completely erroneous concept of the product I *thought* I bought. But since we bought it from a 3rd-party (not BMC), and the “consultants” (of whom I’ve seen TOO MANY) are all independent contractors working (loosely) for the 3rd-party vendor, I may not have accurate information. In fact, I may have nothing but clever sales-pitches. Lawyers, politicians, vendors, and consultants… need I say more?
 
I’m not even sure, at this point, what my question is – if I *have* a question. 
 
But I do think I have some direction to share with my developers on how to do “SRM – Colors & Branding.” And I thank you for that.
 
 
Regards,
-dpb-
 
David Burdette; Assistant Director, Computing Infrastructure Services
University of Florida; Computing and Networking Services
www.cns.ufl.edu : Voice 352.273-1309 : Fax 352.392-1440
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
Sent: Friday, October 28, 2011 3:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM - Colors & 'Branding'?
 
**
Let it be noted I was not endorsing SRM over Kinetic, nor the merits of said functionality.   I was simply noting an option to investigate in SRM to address the question posed.
 
I personally still find it shocking that it took 3 or 4 major versions of SRM to get beyond the 10 question maximum for a service request.  Nevermind the incredibly high complexity to capability ratio.  And WHY CAN’T I NEST CONDITIONAL QUESTIONS PEOPLE!!!!!!
 
Nathan Aker
ITSM Solution Architect
McAfee, Inc.
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Friday, October 28, 2011 11:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM - Colors & 'Branding'?
 
**
 
 
 
My experience (from what our customers ask for)
 
Logo swapping and color replacement != branding...
 
 
Compare:
 
 
 
 
And - not only that -- but the larger the company -- the more brands/themes/catalogs they want.
 
So - not only do they want theming -- they want multi-theming, etc...
 
So - if you are looking to have a Service Catalog/Request Management application actually be an extension of your company -- Kinetic is a good route.
 
And I get this info -- from the people who already tried to implement the alternative. 
 
I have found - the half-life of serious Request Management projects is about 1 year. (And that is - if they actually get past "launching")
 
You will find if you are successful or not - in that time frame.
 
Of which -- when serious customers have finally come to the realization that the "bundled" service catalog does not cut the mustard -- then the come to us. 
 
Now of course -- you also get the drag-on of (next version will do X) -- blah blah blah...
 
Kinetic has had theming (proper) since DAY 1... 
 
It was designed for it.
 
 
 
 
 
BTW - All the big vendors ITSM suites come with a bundled Request Management - of which I find few companies actually like. (I am not just talking about our favorite one)
 
 
 
 
You see that nice shiny floating thing in the water???
 
It comes bundled with a "treble-hook" -- beware...
 
 
 
-John
 
 
 
 
 
On Oct 28, 2011, at 10:30 AM, Nathan Aker wrote:

**
Not sure what version you’re on, but look into the “Skin” feature that allows you to brand and color SRM forms basically leveraging CSS.  Think it was a new feature around about 7.6.03.  Nate.
 
Nathan Aker
ITSM Solution Architect
McAfee, Inc.
Direct: 972.963.7611
Mobile: 469.644.7402
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Burdette
Sent: Friday, October 28, 2011 9:34 AM
To: arslist@ARSLIST.ORG
Subject: SRM - Colors & 'Branding'?
 
**
We’re near launch of a new Remedy system. We plan to use the SRM (“ServiceRequestConsole/enduser”) as the ‘front door’ for all our tickets. 
 
We’d like to be able to do some tweaks on it, to ‘re-brand’ it to look more like our other web pages. This would involve such things as logo, colors, banner, & footer.
 
We’ve asked around and been told the only thing that can be changed is the logo-graphic (top-left corner). I just find it difficult to believe that other companies aren’t doing more in the way of custom ‘skins’ for the SRM user-interface. 
 
Does anyone have any suggestions they can offer regarding how we might accomplish this?
 
Regards,
-dpb-
 
David Burdette; Assistant Director, Computing Infrastructure Services
University of Florida; Computing and Networking Services
www.cns.ufl.edu : Voice 352.273-1309 : Fax 352.392-1440
 
 
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
 
--
John Sundberg
Save the Date! First Annual KEG - Kinetic Enthusiasts Group
Feb. 29th - Mar. 2nd 2012 in Denver CO
 
For more information click here - KEG

Kinetic Data, Inc.
"Building a Better Service Experience"
Recipient of:
 
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award
 
 
 
 
 
 
 
 
 
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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