Hello,
I have to say, and am prepared to be flamed for doing so, that I see BMC
Chat as a great example of marketing spin.
Many large corporates run internal chat clients (ie MS Communicator) and
when I work on-site, the support people will use it to communicate with
me. There's no need for another chat client, nor is anyone going to
login to ITSM to use one. If a service desk representative wants to
record a chat conversation, they can select-all, copy, and paste into a
text field within an incident ticket.
And surely it's not very ITIL? My understanding, and I'm no expert, is
that the levels of service desk are there to ensure one can not
circumvent the system and 'chat' to the geek everyone knows who can
solve problems without following the process?
The Chat feature feels like BMC are trying to solve a problem that's
already been solved - unless it's aimed at hosted/BMC On Demand users,
which is equally troublesome given corporates won't like chat protocols
heading through firewalls.
When I read ARSlist and see people raising issues ("Performance problems
for three months" [two days ago], "Caching issues", "Mid Tier takes 15
minutes to start"), issues that have persisted for years, I do wonder
why someone decided a chat client was a good idea rather than focusing
on genuine problems raised by AR System administrators.
Go on, flame me :)
John
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