Thanks everyone for the info. It has been a big help. @ Shawn Pierson, please repost once you view the demo of the latest version.
Danielle R. Henderson NMIC, ISC-O L-3 Stratis Application Admin -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 17, 2012 12:42 PM To: arslist@ARSLIST.ORG Subject: Re: System Center 2012 Service Manager question I can't speak for all situations, but in my experience the vast majority of situations where the tool is switched, it is almost never over functionality and it's rarely due to the costs. Generally these types of changes occur due to organizational changes or desired organizational changes. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia Sent: Thursday, May 17, 2012 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: System Center 2012 Service Manager question What is their driving force to switching? I'm assuming licensing costs and O&M costs. If that is the case there are other options with Remedy OnDemand and Remedy Force that could knock out a significant amount of the costs. I think over the next few years you are going to see a significant transition to these solutions. The government may be a little slower to transition, but agencies are slowly but surely adopting cloud and SaaS solutions. BMC may have some other alternatives if you talk to the Account Manager. I have seen a ton of different ITSM solutions. Some good and some bad. A lot of them do 75% of the same thing. The difference is usually implementation. What a lot of organizations find is that they switch for whatever reasons and find that they have a lot of the same issues if not more with the new solution. Also, most organizations only use a fraction of the out of box capabilities and end up doing a lot of customizations instead of using most of the capabilities. If organizations stick to implementing straight out of box functionality first their O&M cost will greatly decrease. I have seen organizations use Remedy where a developer has not touched the system in over a year except for patching. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 17, 2012 11:52 AM To: arslist@ARSLIST.ORG Subject: Re: System Center 2012 Service Manager question I'm in a similar situation. BMC has put together a matrix comparing the two, but it's not very complete. According to BMC, SCSM isn't something that has been a competitor to the Remedy platform in the past, so they don't have a well put together comparison between the two. I have put together a much more detailed comparison, and I am going to be sitting in a demo from Microsoft on SCSM next week. Perhaps in two weeks I'll have more information to compare the two. Right now, there are some basic core things missing in SCSM that doesn't have me thrilled to potentially implement it. Some of the major gaps are: - No web interface (other than going through a third party add-on, although their SRM equivalent is SharePoint based.) - No Asset Management (you have to purchase something from a Microsoft partner like Provance.) - Basic configuration tasks are much more difficult (e.g. the ease of setting up an Assignment mapping in Remedy is replaced by something more manual in SCSM which I would compare to setting up an SLA in SLM.) - The product is full of hidden costs, so at least in our organization it's looking like it may potentially be less expensive to keep Remedy and purchase additional licenses rather than implementing SCSM. Microsoft tries to hide lots of expenses hidden into bundles of other products. - SCCM is not a complete overlap with ADDM. The "discovery" portion of SCSM is basically geared around Windows Servers and Clients, and it is not agentless. I'm also not surWhate that it can do a good job of mapping out relationships like ADDM does. There are several other areas, but most of my initial opinion was based off of SCSM 2008, so I have to wait to see the 2012 demo before I can confidently give a good comparison. On a personal note, I am conflicted because I know Remedy is a better product, but I am also interested in learning other applications so if I got a chance to implement SCSM that could be an interesting challenge. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Henderson, Danielle R. CNTR Sent: Thursday, May 17, 2012 10:38 AM To: arslist@ARSLIST.ORG Subject: System Center 2012 Service Manager question Good Morning everyone, My organization is looking at Microsoft Center 2012 Service Manager to replace Service Desk, Asset Management and ADDM. Can anyone provide info on the differences of the 2 applications? I believe they are looking to use the complete Microsoft solution including Configuration management and Change Management. Danielle R. Henderson L-3 Stratis _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . 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