The logic I've seen proposed is that they already have a lot of Microsoft technology (such as SCCM) and Microsoft seems to have provided the myth that they are better integrated in their tools than other vendors would be. Obviously, haven worked with AIE for a few integrations and implementing ADDM I doubt that Microsoft can provide the data we get on Unix servers, Oracle systems, and network equipment.
Still, the GUI is important because that is the visual that people will see in the comparison. I think the Best Practice views look significantly better. SCSM appears to be along the lines of taking Outlook and embedding ITSM 6.0 inside of it instead of email (lots and lots of tabs and fields.) I agree that the customization aspects are strong in AR System, but at the same time I imagine SCSM must have some customizability through MOSS and/or .NET. Still, it looks like the functionality may be primitive. For example, in one of the demos of SCSM 2012 they were bragging about their new enhancement concerning Incident Assignees - now you get to pick from a specific AD group rather than every single account in Active Directory (even the disabled ones.) I've seen some other ITSM-specific pieces of functionality that are way too primitive to compete with ITSM. Where I think Microsoft will likely focus their attention is on how everything is integrated with their other products. The area that I see an advantage with Microsoft is in terms of automated tasks. It looks like running commands as Tasks is a lot less cumbersome than with BMC's toolset. Additionally, while getting rid of the Windows User Tool is forward-thinking, you can do a lot more with a dedicated Windows client so I think that may be considered as an advantage as well, at least by the manager of our service desk. Also, if the Microsoft demo does come to pass, I think we will definitely get BMC involved. My management team and I have already been in discussion with our sales rep both about this and other things so my expectation would be that BMC would be given the opportunity to present to the new half of the company as well. I still think they would be somewhat at a disadvantage though, only because half of the management team are familiar with Remedy and already use it so they have a more realistic perspective. Microsoft has no history with their ITSM suite, it's too new for anyone to have worked with it before, so they can promise that it will control robots that run to Starbucks every morning to bring free coffee and lemon pound cake for everyone. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Thursday, March 22, 2012 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy ITSM Versus Microsoft Service Center System Manager ** Remedy is far more mature on its processes and how the software supports them. Compare the CMDBs under the covers for a real good example. MS apps are aimed at the SMB stack for now. Not sure how they would scale. Don't let the focus be on the GUI - focus on comparing internals, like how would one customize the apps or the structure? Rick On Mar 22, 2012 2:18 PM, "Pierson, Shawn" <shawn.pier...@sug.com<mailto:shawn.pier...@sug.com>> wrote: ** It looks like my newly merged company is going to evaluate different ITSM suites. Specifically, the evaluation is between keeping Remedy and going with Microsoft SCSM. From what I can tell BMC doesn't really consider SCSM a competing product so they don't have any literature available showing why Remedy is a better product. Unfortunately, I'm expecting that I will end up giving a presentation on our current Remedy system and what we currently do, to be followed by a slick Microsoft salesperson who can promise anything they want with no basis in reality. I've done some investigation into SCSM and while they seem to have made progress, it's still primitive compared to Remedy in my eyes. However, being an I.T. person rather than a sales person, I may not be able to easily convey my point of view well. So my question is to any of you that have looked at SCSM, especially the newest version, what is your opinion on the product? If you think Remedy is better, why? Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access hyperlink, please e-mail sender. _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
