I see what you mean John. I keep wondering if they just used the monies that they spent on some new gimmick on the product itself how much better it would be and what kind of quality we would have as well. But I know they won't hear until someone at the top stops the flat spin.
Sent from my iPhone On Feb 4, 2013, at 2:48, John Baker <[email protected]> wrote: > 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 > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "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"
