Here are my thoughts below in-line for the questions on BMC Remedyforce... I would definitely watch the demonstration. This product could play a large role in the future of ITSM.
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From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Grassi, Christopher Sent: Wednesday, August 06, 2014 12:49 AM To: [email protected] Subject: Re: ADV: Cherwell Webinar ** Yes to all those :) 160,000+ customers use the SF platform to run their business. Over 1B transactions a day. Pretty impressive stuff. Full API capability, visualforce layer for HTML style coding, apex layer for "server" side scripting, workflow rules, approvals, realtime analytics and dashboards, eclipse developer tools, 3rd party developer tools, 5 min upgrades, objects are instantly mobile, etc. Now, there are some limitations but they all serve a purpose and are in place for a reason. Salesforce is also very good about making all platform limitations well known/published. Example - 500 fields per object. I can go into these in my session as well. Sent from my iPhone On 5 Aug 2014, at 22:13, Joe D'Souza <[email protected]<mailto:[email protected]>> wrote: ** That sounds too good to be true. But at the same time we should try answering a very important question as honestly as we can. When building such inter product comparisons, are we attempting to compare apples to oranges. Is it as robust as the other? BMC Remedyforce is not as robust, but that's partially the point. Robust functionality can impact usability. BMC Remedyforce is primarily designed to compete with the simplicity of ServiceNow at a better price point. If you want deep functionality, look at BMC Remedy ITSM. Is it as scalable? BMC Remedyforce is more scalable and faster than Remedy for the reasons Chris mentioned. Salesforce.com is larger than BMC. Is it as flexible when used as a development tool? BMC Remedyforce is extremely flexible. Is it even a development tool? Yes it is. Remedyforce is an application built natively on the salesforce.com platform. How easy is it to customize? It depends what you want to do. It has a WYSIWYG editor for adding fields for the forms interface. The scripting is more difficult than AL/Filters/Escalations, do some googling on APEX - https://developer.salesforce.com/page/Basic_Apex_Script What are implementation timelines? They're usually shorter because smaller companies buy it. The large companies that purchase it spend a long time deploying it... longer than Remedy... much like ServiceNow. As an example, I would offer up Catalina Marketing in Florida. That being said, if a company has an existing salesforce.com development team in house, it would be very attractive to consider as an option. Does it encompass a broad spectrum of solutions under one umbrella? Yes, in fact, way more than BMC Remedy due to the salesforce.com appexchange. All that being said, BMC Remedy ITSM... for a large organization with complex requirements... would be a faster and less expensive implementation overall on average with more automation capability. A big gap in Remedyforce is workflow automation. That is a major difference that can produce implementation deal killers. You get the drift.. If it doesn't fail, doesn't have jobs that fail, has no performance issues, does not face overload issues, etc. could mean nothing when you answer many similar questions as above. WITH ALL THAT said, sure, I would be interested to see what it is like. Joe ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Grassi, Christopher Sent: Tuesday, August 05, 2014 4:46 PM To: [email protected]<mailto:[email protected]> Subject: Re: ADV: Cherwell Webinar Yes - It's a different product but the design pulls a lot features and functions from Remedy ITSM as well as SDE. Also from a platform perspective some would say it's a better product because it's True PaaS with the trusted salesforce platform behind it. Every Remedyforce Go Live we have had has been very quiet...no services falling over, no jobs's failing to run, no architecture failings, no performance issues, no mid tiers being overloaded, no stickybit issues, etc. :) You all know the drill :) -Chris On 4 Aug 2014, at 21:12, LJ LongWing <[email protected]<mailto:[email protected]>> wrote: ** But...RemedyForce IS another product....it's not another company...but it is 100% a different product... On Mon, Aug 4, 2014 at 2:07 PM, Grassi, Christopher <[email protected]<mailto:[email protected]>> wrote: ** I've been using Remedy since Version 5 - if you are unhappy with Remedy for any reason, I would look at Remedyforce before going to another product. Feel free to reach out if you want to know more. -Chris Grassi [email protected]<mailto:[email protected]> On 4 Aug 2014, at 14:44, Kevin Shaffer <[email protected]<mailto:[email protected]>> wrote: ** I have been hesitant to bring up the topic of Cherwell on the ARSList, but there seems to have been some interest and discussion about Cherwell last week. First of all, I have been a Remedy consultant since the late 90's, version 3.x. I have experienced all the highs and lows that everyone describes on this list. I would love to see BMC succeed and Remedy continue to lead. The reality is I have witnessed many of my colleagues drift over to SNOW and others get out of the business completely, as we watched the competitors catch up and some even surpass in some areas as others have pointed out. The majority of our business is still BMC, but a growing portion of it is now Cherwell. Most of us are all facing similar challenges and questions from management. Why does the licensing model have to be so confusing?, Why do upgrades have to be so painful?, Why can't I call support and get an onshore resource?, Why does on-premise or on-demand feel like a lifetime commitment?, etc. Whether or not you feel that any of the aforementioned questions are true about BMC Remedy, these questions are still being asked by management. Partner IT is hosting a one hour webinar on August 14, 2014 at 1 PM EST to discuss how Cherwell can address many of the "Why" questions we all face. The intended audience is not just Remedy users but rather companies that are evaluating options. Please contact me OFFLINE if you are interested in attending and I will send you a more formal invitation. We will have very techy people presenting to address anything that comes up. Kevin Shaffer, Senior Partner Partner IT, Inc. 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