I'll select Joe's posting as a reply point—knowing that others have added more information.
The University of North Texas System investigated SNOW as a Remedy replacement—by the way, our current System administration is in an ABR mode (yes, Anybody But Remedy). SNOW Pluses—a more complete package for Incident, Change, Knowledge, notification management in many modes, SRM, [primitive] SLM, discovery, CMDB, very versatile reporting on almost any data in the system—and a built-in console for some smartphone devices. No add-ons, no options needed, all one complete price. Such may also be a disadvantage, as SNOW requires a fixed (named-user) license for several activities where BMC/ITSM does not do so. SNOW Minuses—significant configuration work to ensure that established workflow actually matches processes already in place; very skeletal Customer Portal (building items is easy—replicating them to the non-login portal is difficult enough that their consultant failed to do it at a users' group demo!!), clumsy publication/updating of Knowledge Articles; attractive but marginally functional dashboards. Summary—at UNT, SNOW was only seen as a complete, hosted, subscription, no-infrastructure replacement for BMC ITSM—not just a frontend replacement for SRM. <rant enclosed> Then, the price: quote to us for an annual subscription was 4.0 times our current maintenance to BMC for ITSM, ADDM, Knowledge. I will gladly share further details as to our sizing, but comparison of sizing for proposed SNOW vs current BMC/ITSM is another very large discussion (will occupy lots of room if included here). So, our budget folks balked on the $$$--and were sold on SNOW up until that point. Further, the initial start-up contract quote was nearly 80% of our current BMC/ITSM support cost. Of course, group making this decision is trying to be parent/supplier to the University, and said group is basically not accustomed to following any IT processes at all—and further in denial that most University groups are already well-entrenched in Incident processes, at least. Therefore, our budget folks have returned us to examining other product candidates—without senior administration having said anything about compelling non-process folks to actually USE the successor toolkit when selected. </rant> I can definitely see why <large corporation> was initially excited, and then returned to the BMC fold when they realized just how much configuration (no, not customization!!!) was required for their particular usage of SNOW. We saw some very large Serv Mgmt delegations at two SNOW user group meeting, each representing rather smaller entities than our University. Your mileage may vary… Don W. McClure, P.E. Call Tracking Administration University of North Texas dwmac @ unt . Edu "Cost, schedule, features……choose two" From: Joe D'Souza <[email protected]<mailto:[email protected]>> Organization: Shyle Networks Reply-To: "[email protected]<mailto:[email protected]>" <[email protected]<mailto:[email protected]>> Date: Fri, 11 Jan 2013 13:08:21 -0500 To: "[email protected]<mailto:[email protected]>" <[email protected]<mailto:[email protected]>> Subject: Re: ServiceNow as SRM replacement? ** Like this person said – cost of the product itself. Sometimes a short term vision for short term gains can lead to long term losses. Then again it could be lack of funding itself. With the economy that is perhaps barely recovering, I would think that is more of a reason than a lack of vision of long term losses. They just take that chance of shooting themselves in the foot and then see how far you can run :). Joe ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Lisa Kemes Sent: Friday, January 11, 2013 8:52 AM To: [email protected]<mailto:[email protected]> Subject: Re: ServiceNow as SRM replacement? ** Why do people feel the need to switch to Service Now to begin with? Just curious..... Lisa Kemes On Thu, Jan 10, 2013 at 6:37 PM, Tauf Chowdhury <[email protected]<mailto:[email protected]>> wrote: All, A little birdie was chirping the other day and I heard something about SNow having an integration or some type of implementation scenario where it is taking the place of SRM But still have AR and ITSM on the fulfillment side. I'm sure it's possible but my question to you folks is: 1. Have you done it 2. If so, what gives? How'd it go? I understand the drawbacks so we don't have to go there but feel free if you'd like :) Sent from my iPhone _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
