Custom users are happy users. -John
On Fri, Oct 18, 2013 at 3:46 PM, Rod Harris <[email protected]> wrote: > ** > Hi Koyb, > > I understand your frustration and I've seen similar edicts over the years. > Like you I don't agree with them. Some observations > > It seems very easy for people to rush to blame any dissatisfaction with > ITSM on the presence of any or too many "customizations". > Remedy ITSM has always been intended as a customizable product. Early > versions were little more than templates to get you started. Full source is > provided and it is readable. This is a key strength and market > differentiator for the product. > Support from the vendor for customization has always been there and won't > be going away any time soon. There will always be sophisticated and smart > Remedy developers pushing the envelope to create new and innovative > extensions to the base product. This will happen even as the base product > continues to provide more and more features. There is no one size fits all > in ITSM or virtually any other sphere. > > Rod > > > > > > > > On 18 October 2013 21:32, Koyb P. Liabt <[email protected]> wrote: > >> ** ** >> Hi, >> >> We have a serious issue. Our company has strictly mandated that no >> customizations be made to our ITSM system - unless BMC does it via a >> "Hotfix." Management states that BMC informed them "not to customize." (I >> believe it's more than an issue related to upgrades - not sure what all was >> communiccated). As result, whenever there is a change that needs to be >> made - their position is.." it's BMC's responsibility to fix their >> application." For example, if there are OOB fields marked as 'optional" >> and our company wants the fields to be "required" - then the oweness is on >> BMC to fix it. This is what our company calls "a broken piece of code that >> needs a hotfix." (how absurd). Internal developers are to administer the >> data and are not able to create a form, add a field, create an active link, >> filter etc - it might "break Remedy more." Only four filters were created >> over the two years from our team. To make a code change, it >> requires several pages of an essay detailing why we need this new code, >> weeks of meetings to discuss the filter, Sr. Management must be notified, >> then go through the CAB review board, etc.... >> >> Unfortunately, because of this "no customize" delusion, our >> company views the ITSM OOB applications as "junk" because it does not meet >> requirements that continually change as we mature as a company. Harsh >> statements are daily communicated throughout our company over these >> issues. Whenever a field and/or workflow does not match their "wish >> list" - almost every meeting, people are walking around complaining that >> the "tool just does not work." This is so far from the truth! I have >> explained many times the concept of "software development application" and >> "developer." BMC packaged ITSM based on industry standard (and other >> factors) that contains software development applications that supports IT >> Service Management. BMC cannot predict which fields you want to be >> required in every single case. Each company is different. Yes, >> standardize as much as possible, however if you need to modify the code to >> fit your business requirement - then do so. >> >> I spoke with BMC technical support and asked the technician what is BMC >> communicating regarding customizations - because our Sr. Management is >> stating BMC warned them not to customize. The BMC tech informed me that we >> should not customize ITSM. ?? Where on earth is this coming from? >> >> If I needed to change the field from a numerical "9" to the word "nine" >> on a form - the decision makers on our team would flip out. The reality >> is, we have a great need to create tables to manage data and for >> integrations - however we cannot :( >> >> _ARSlist: "Where the Answers Are" and have been for 20 years_ > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > -- *John Sundberg* Kinetic Data, Inc. "Your Business. Your Process." Save the date! *KEG14* February 24-25, 2014 *For more information, click here * - KEG<http://www.kineticdata.com/Events/KEG.html> 651-556-0930 I [email protected] www.kineticdata.com I community.kineticdata.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
