Richard, That was my initial thought as well. You would think the local BMC sales rep would be invested in the success of the product at this site.
Sent from my iPhone > On Oct 21, 2013, at 7:33 AM, "[email protected]" > <[email protected]> wrote: > > ** > Just asking, but “why Doug” in these situations? Where is your local > salesperson or technical person. Don’t > you get periodic visits from them or have access to the regional tech person? > > > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Koyb P. Liabt > Sent: Friday, October 18, 2013 5:56 PM > To: [email protected] > Subject: Customization > > ** > ** > > That's a scary thought. I hope they do not have this point of view with any > other application. It's unfortunate because BMC is a really good product, > however our Managers are sending out this bad publicity due to a lack of > understanding of the BMC products. When I try to explain - it's like talking > to sheet rock. Nice people, but I'm not sure why they are not listening to > the professional recommendations the BMC SMEs that they hire. Meanwhile we > have all these great BMC tools and we are not leveraging the technology. > > A year ago, I created 1 field in a regular table. I heard noise about it of > course - my phone was ringing right away. I was told this new field made > them really "nervous" and code changes are not allowed - contact BMC for a > hotfix instead. I'm still trying to wrap my mind around this. I wish Doug > would have a chat with them. > > > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of arslist > Sent: Friday, October 18, 2013 4:35 PM > To: [email protected] > Subject: Re: Customization > > ** > Does your company have the same unrealistic view of all application software > or only BMC’s? > > Feels like a Friday type thread, only a Dilbert version of it. > > Dan > > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Koyb P. Liabt > Sent: October 18, 2013 11:06 AM > To: [email protected] > Subject: Re: Customization > > ** > ** > We are on AR System/ITSM 7.6.4 and I have explained to the team that we have > overlays which manages these code changes. The reply was "No code changes - > and BMC has to fix their application." (oh brother) > > > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Tauf Chowdhury > Sent: Friday, October 18, 2013 9:41 AM > To: [email protected] > Subject: Re: Customization > > ** > What version are you on? In the newer versions, BMC has made it "easier" to > customize the system and every version, they try to take more and more > customer "customizations" and make them something you can configure within > the tool. So I guess the first question is if you are on a version that > supports overlays (7.6.04 +). > It may then be a good idea to get in touch with your company's sales guy and > explain to him the negative opinion everyone has about the product and said > comments about the "no customization" rule. I'm sure the sales person will be > interested in smoothing things over if he cares about doing more business. > Ask him/her to set up a meeting with product management and have a real, in > person, discussion with them about the direction of the product and what you > should/shouldn't do. > Worst case scenario, hit the job market. Sounds like a crappy environment to > work in. There are plenty of great opportunities out there. I believe Unisys > is hiring. > Hope this helps. > > > On Fri, Oct 18, 2013 at 9:32 AM, 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_ > > > > -- > Tauf Chowdhury > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ > Portions of this message may be confidential under an exemption to Ohio's > public records law or under a legal privilege. If you have received this > message in error or due to an unauthorized transmission or interception, > please delete all copies from your system without disclosing, copying, or > transmitting this message. _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"
