"I am fairly certain in the 90s that Remedy Corp. did more than any other IT company did to get customer feedback and to implement their suggestions."
And that might just be this communities issue? Remedy Corp. set a high precedent, one that a newer, single product family company could achieve. We remember those days (well, I remember via my Remedy elders) and are expecting BMC to deliver similarly. Is that unreasonable? (I honestly don't know) I do think no matter what industry a company is in (automotive, consumer electronics, breakfast cereal), if a company puts out a system for enhancement requests in a open community and solicit votes, their users would expect more than 4% of those ideas to be implemented. If 4% is on par and what is expected then maybe the whole open RFE process isn't such a good idea because it is just going to frustrate people. *OR *maybe it should be abundantly clear the goal of the Idea RFE process is to find a handful of the cream of the crop ideas with an overwhelming number of votes (although there are some with a comparatively large number of votes that have lingered for years). Be clear that it is not so much as the primary source of enhancements but to (minimally) augment what is already being done. Jason On Thu, Mar 19, 2015 at 7:33 AM, arslist <arsl...@danielbloom.ca> wrote: > ** > > To me it says they like ADDM and Remedyforce. Or it is easier to provide > what was asked for in those products. > > > > So, a fraction of requests get delivered. > > > > I wonder what it is like for Service Now? Is there a spot you could > generate the same chart from for them? > > > > What is the industry standards for customer requests and percentage > delivered? > > > > We can use those charts to tell us what is important to BMC, but it > doesn’t tell us how that compares to other companies. I am fairly certain > in the 90s that Remedy Corp. did more than any other IT company did to get > customer feedback and to implement their suggestions. > > > > Dan > > > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing > *Sent:* March 19, 2015 9:48 AM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Incident template with tasks - no tasks? > > > > ** > > So it looks like some product lines are doing more with ideas more than > Remedy....in fact, it seems like almost every product line is doing more > than Remedy. > > > > On Wed, Mar 18, 2015 at 4:00 PM, Jason Miller <jason.mil...@gmail.com> > wrote: > > ** > > How much more time do you want me to spend on this? :) I think I have > spend enough time on it today. > > > > <a few second pass> > > > > You know me too well. Here is a quick look at a few other product > families. > > > > Product > > Delivered > > > > Requested > > > > Percent Delivered > > Server Automation > <https://communities.bmc.com/community/bmcdn/bmc_service_automation/server_configuration_automation_bladelogic/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 12 > > 600 > > 2% > > Network Automation > <https://communities.bmc.com/community/bmcdn/bmc_service_automation/network_configuration_automation/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 15 > > 168 > > 9% > > FootPrints Service Core > <https://communities.bmc.com/community/bmcdn/service_core/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 99 > > 1575 > > 6% > > Remedyforce > <https://communities.bmc.com/community/bmcdn/bmc_remedyforce/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 166 > > 862 > > 19% > > Track-It > <https://communities.bmc.com/community/bmcdn/bmc_track-it/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D&start=20> > > 33 > > 497 > > 7% > > Cloud Lifecycle Mgmt > <https://communities.bmc.com/community/bmcdn/cloud_lifecycle_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 7 > > 92 > > 8% > > Ttl Delivered > > > > Ttl Requested > > Ttl Percentage Delivered > > 332 > > 3794 > > 9% > > Jason > > > > > > On Wed, Mar 18, 2015 at 2:32 PM, LJ LongWing <lj.longw...@gmail.com> > wrote: > > ** > > Jason, > > What if you compare the other product sets?....there are a few out there > touting that they listen to ideas and implement them...like Remedy Force, > or Footprints? > > > > On Wed, Mar 18, 2015 at 3:17 PM, Jason Miller <jason.mil...@gmail.com> > wrote: > > ** > > Ok, so I did some investigating and a little number crunching. Below is > the breakout of Ideas Delivered / Requested per Idea grouping. > > > > Idea Grouping > > Delivered > > > > Requested > > > > Percent Delivered > > AR System > <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/bmc_remedy_ar_system/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 4 > > > > 352 > > 1% > > ITSM General > <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 3 > > > > 305 > > 1% > > Asset Management > <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/bmc_asset_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 0 > > > > 49 > > 0% > > Change and Release > <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/change_process_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 2 > > > > 145 > > 1% > > CMDB > <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/bmc_atrium_cmdb/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 1 > > > > 111 > > 1% > > Dashboards and Analytics > <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/bsm_dashboards_and_analytics/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 0 > > > > 26 > > 0% > > Incident and Problem > <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/incident_and_problem_process_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 6 > > > > 90 > > 7% > > Knowledge Management > <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/knowledge_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 2 > > > > 82 > > 2% > > Service Level Management > <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/service_level_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 0 > > > > 13 > > 0% > > Service Request Management > <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/service_request_management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 3 > > > > 127 > > 2% > > ADDM > <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/discovery/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 46 > > > > 451 > > 10% > > Atrium SSO > <https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/atrium_sso/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D~ideaStage%5B1002%5D> > > 0 > > > > 6 > > 0% > > Ttl Delivered > > > > Ttl Requested > > Ttl Percentage Delivered > > > > 67 > > > > 1757 > > 4% > > > > That is *4%* of the requests being delivered. And that is including ADDM > which I left in to show some contrast with the Remedy products. If I > remove ADDM it is *2%*. Admittedly those numbers also include > duplicates, Ideas that should have been a Discussion type of document, etc. > But I think there is a pretty clear picture even with those variances. (I > bet there might be some BMCers saying right now "I told you so!!! If we > become more transparent and let our customers see RFEs it will bite us in > the butt." #OldWaysDieHard) > > > > Jason > > > > > > On Wed, Mar 18, 2015 at 1:50 PM, Jason Miller <jason.mil...@gmail.com> > wrote: > > I have seen a small handful of the Ideas implemented. Not nearly what the > Community and customer expect. > > > > Jason > > > > On Thu, Mar 12, 2015 at 5:49 AM, Martinez, Marcelo A <marc...@cpchem.com> > wrote: > > ** > > Thank you guys… I suppose it just made sense in my head to have this. > > I haven’t used PD very much -just to do some basic FTP. I struggled to > find documentation on it. –I may end up doing it thru workflow. > > > > Speaking of ideas.. have you seen any of your “ideas” added into ARS/ITSM? > > > > Thx, > > Marcelo > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Dmitry Baryshnikov > *Sent:* Thursday, March 12, 2015 1:59 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Incident template with tasks - no tasks? > > > > ** > > Jason is right: now you can attach the task templates only to the changes. > > Is there an option to use the Process Designer? You could try to develop a > process that would create the tasks after the Incident had been created. > > Regards, > Dmitry Baryshnikov > > On Mar 12, 2015 9:23 AM, "Jason Miller" <jason.mil...@gmail.com> wrote: > > ** > > It doesn't look like it is an option for incidents (so your not missing > anything). There is an Idea (RFE) to add it here: > https://communities.bmc.com/ideas/7438 > <https://urldefense.proofpoint.com/v2/url?u=https-3A__communities.bmc.com_ideas_7438&d=AwMFaQ&c=jPeYnCWs4C2yfrLNmdUWFQ&r=8S4PwC_PU4Zrhf0I-QKdBApCVXq7qcpID-QxJedHlNk&m=YVqjqKk0U_mwlwwtSBZH2oTlHQTyYbcp2XZ9K4QGs1Q&s=Ft7RhEMM2becrxlMCbSOzlpXAYk5bp6MaJd2MuA2dVU&e=> > > Jason > > ** > > Hello List, > > > > I’m trying to create an incident template that includes about 3 tasks. – > or maybe a task group template (don’t know if this is necessary). > Ultimately this incident template will be consumed by the “Rule Base Email > Engine” to create an incident from an email. The issue I have is that my > incident template does not have a tab for tasks… huh? Shouldn’t it have a > tab for tasks?? > > > > Ideally I would of liked for the RBE to create 3 incidents from one email. > But I have not found a way to do that w/o customizing. Or… if the email > could create an SRM request that was tied to a PDT that created 3 > incidents.. would be perfect. J > > > > > > ARS/ITSM 8.1.01 > > > > Thanks, > Marcelo > > > > > > > > _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_ > > > > > > _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_ > _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"
