Adrian Cronauer was right.... AC - "We've got a special man in the audience today right now. It's Mr. Leo. He's a fashion consultant"
LEO -"Thank you, i'm just very happy to be here. I want to tell you something." AC - "What's that?" LEO - "You know, this whole camouflage thing, for me, doesn't work really well." AC - "Why is that?" LEO - "Because if you go in the jungle, I can't see you. You know, it's like wearing stripes and plaid. For me, I want to do something different. You go in the jungle, make a statement. If you're going to fight, clash. You know what I mean?" Similarly - if there is a protest, protest with some style: wear a hazmat suit. It's catchy. It's what's in style from Paris this fall. Nothing says that something stinks like a six foot, rubber, yellow banana walking around. Hey, they even come in different colors! Blue. Yellow. Green. Buy one! Buy two! Accessorize your wardrobe: Get the matching black boots and gloves. A roll of duct tape is free with compliments of management on the sale of accessories. Then, after the party, head on over to Claire's place for the BBQ and a chance to set the respirator pack down... On Tue, December 12, 2006 10:26 am, Sanford, Claire wrote: > If you do, the party is at my house! I live about 15 mins from > "HomeBase"! > > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer > Sent: Tuesday, December 12, 2006 8:42 AM > To: arslist@ARSLIST.ORG > Subject: Re: BMC Support Doesn't > > > Rick, some days, you're practically poetic. > > > Maybe we should march on Houston in protest. > > > J Meyer > > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook > Sent: Monday, December 11, 2006 6:50 PM > To: arslist@ARSLIST.ORG > Subject: Re: BMC Support Doesn't > > > ** > Shawn, you mentioned something that flicked a switch in my mind when you > were talking about the KBs as part of an ITIL process. My ITIL foundations > class featured the BMC Airport Simulator, led by Mr. Atwell Williams (both > of which I heartily recommend). The entire point of the simulation was to > show the value of pushing resolution data as close to the source of the > problem as was practical, with the goal to minimize outage times. Given > that, a stronger emphasis on self-service is a natural thing that is not > at odds with ITIL, but is being hamstrung by the limitations on the > self-service data we're allowed to see. > > BMC, if you're going to make us do more work ourselves, give us the > proper tools with which to do it. Open up the KB, and make it more usable, > starting with your base search criteria. Why on earth can I not select > "Remedy Help Desk", or "CMDB" on the full product list? If I > select Service Desk, I can only select v7.0, which must be what - 2% of the > installed ITSM base? How am I supposed to know how to find the KBs for > the other versions? For CMDB, I can only select products associated with > it - not the CMDB itself. This is indicative of the BMC folks trying to > do Remedy stuff - they just aren't up to the task. > > To do this the half-assed way it's currently being done serves neither > the customers nor the support staff well. To be honest, to really make it > work right, BMC would have to get out of the way of the Remedy people who > were pretty much doing it right before you came along. > > Rick > ________________________________ > > > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn > Sent: Monday, December 11, 2006 4:57 PM > To: arslist@ARSLIST.ORG > Subject: Re: BMC Support Doesn't > > > > ** > This is one of the flaws of most early ITIL adoptions I think. While in > ITIL everything is initiated and communicated through the Service Desk > as front line support, that doesn't mean that it has to be an organization > structure. There's no valid reason for them to limit the KBs as tightly > as another person in this thread mentioned, as that would help some of > these issues. Additionally, I think with better categorization of > incidents, they could probably route calls such as the bug you mentioned > faster. > > I do agree with BMC's idea of not necessarily having all calls go > automatically to the most experienced techs. You don't want to waste the > time of a level 2 person or an engineer with questions about how to turn > on log files or create users, that would be very inefficient and probably > bore them to tears and make them want to quit. The idea of having some > more detailed information on support users, a detailed profile to let them > know that you are experienced enough to automatically route the > ticket/call to level 2 or at least some of the more advanced level 1 > people is good though. There was an ITIL-related session of the > pre-tutorials at the UserWorld this year where the gentleman running the > session discussed setting up the equivalent of the "ten items or less" > express lanes for easy problems and the normal lanes for bigger ones. > Detailed user profiles based on length of time as a > user on Supportweb and previous calls could probably help out in routing > tickets and calls in addition to categorization. > > There's a lot of room for opportunity, and I hope BMC changes things for > the better. > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza > Sent: Monday, December 11, 2006 3:38 PM > To: arslist@ARSLIST.ORG > Subject: Re: BMC Support Doesn't > > > > ** > This is more or less what I meant. As someone who has spent so > much time on these systems, chances that you raise an issue that could have > been resolved by reading the manuals are much less. Chances that you raise > an issue without conducting preliminary checks to see if you have done > anything wrong before raising that issue are even lesser. I personally > think that anyone who has worked with the ARS for more than 4 or 5 years > better know basic troubleshooting to eliminate obvious causes for problems > he or she is facing. Such a person is a better candidate for having an > almost on demand access for tier 2 support. > > Some of the tickets I have created in the past, were based on > genuine issues or problems that I have faced that are not documented. They > were either bugs in the install script or where my install crashed out due > to network errors and I had to redo application install so I needed > information as to what I needed to delete from the Share Property form > etc. If these installations are on UNIX system using readable scripts I > even go through the exercise of viewing the script to see whats happening > before I raise a ticket. A recent example is a bug I noticed on the > installation of the approval server on Sun Solaris version 5.10, where > there is a bug with the min version varaible that is read and interpreted > by the install script. I called support after reading the script and > spotting the bug just to verify the modification I intended to do on that > script. How much will frontline support be able to help me with that if > this bug has not been reported and documented before? They had to pass it > to engineering to verify it for me.. > > Frontline support staff usually aren't able to give me the sort > of support I need to resolve such issues. So they end up using almost as > much time I might have possibly spent troubleshooting stuff myself, if not > more in going through the same checks on logs etc before they ultimately > reassign it to backend support when they reach at the same point I was at > when I had decided to call support. > > Thats where I fail to see why I need to spend that much time > with them when I personally know that in the end its very likely to go to > backend support sooner or later.. > > Joe > > > > ----- Original Message ---- > From: Axton <[EMAIL PROTECTED]> > To: arslist@ARSLIST.ORG > Sent: Monday, December 11, 2006 3:58:45 PM > Subject: Re: BMC Support Doesn't > > > ** > "As an RSP I should be able to see more KB, enter KB's, update > KB's and > have a great deal more access to info on my incidents/bugs than the average > customer. I have INVESTED a great deal of time to become "certified" in > this stuff and that should mean that I am a good partner for BMC to work > with. ( Not that I think I should be able to skip level one, but I should > be granted more of what level one has than "just another customer" has too. > )" > > > Does this mean that those of us who have not gone down this path > are somehow unworthy of additional content; tickets, kb, or otherwise? I > too have invested a great deal of time in learning this stuff. Seems such > a thing should be driven on individual merit (tickets vs. defects, etc.) > instead of a piece of paper. > > Axton Grams > > > > On 12/11/06, Carey Matthew Black <[EMAIL PROTECTED]> wrote: > > > Joe, > > > I here you. I feel that frustration. > > > However the most experienced developers do still make > "newbie" > mistakes from time to time. And wasting a "experts" time trying to figure > out that you really did "leave the caps lock key on" is not good for > anyone. (Even if it makes the customer on the other end of the phone feel > like they are getting better support.) > > > What I would like is a better "troubleshooting map" of > what Level 1 will do when I contact them. That would allow me to complete > more (or all) of the "level one steps" (and check them off the list) before > I > open the issue with BMC. If BMC could provide a "sure fire debugging > process" that would let me "skip" level one contacts because they see that > "all of those things are already done" would be > GREAT in my book. > I also fully expect my new incident to be routed through > level one, where they verify that I did cross all my t's and dotted all of > my "i's", but if it is all in order then they can focus on > working with the level TWO and NOT working with ME to get details about what > I see > in my env. > > My bottom line would be: > If they can not reproduce it, then either I have a local > issue, or I did not fully describe it. (And level one needs to work with me > to figure that out.) If they can reproduce it, and are unable to explain > it, then I need to speak with level two. If they can not explain it, then > the docs are lacking and level two has some explaining to do. > > > > And do NOT get me started on how RSP/RAC should be > factored into this stuff. > > As an RSP I should be able to see more KB, enter KB's, > update KB's and have a great deal more access to info on my incidents/bugs > than the average customer. I have INVESTED a great deal of time to become > "certified" in this stuff and that should mean that I am > a good partner for BMC to work with. ( Not that I think I should be able to > skip level one, but I should be granted more of what level one has than > "just another customer" has too. ) > > > However, there are days that I think that I am just > certifiable for being certified in the first place. :) > > -- > Carey Matthew Black > Remedy Skilled Professional (RSP) > ARS = Action Request System(Remedy) > > > Love, then teach > Solution = People + Process + Tools > Fast, Accurate, Cheap.... Pick two. > > > > > On 12/11/06, Joe DeSouza <[EMAIL PROTECTED]> wrote: > > ** > > > > > <snip> > > > > What I think would work is if they were to set up > level based profiles of > their customers.. What I mean is usually when you > have an experienced Remedy > developer or administrator calling Remedy > support on some issue, they > usually call when they have covered most > bases, and are still at a loss at > solving their problem. What they do not > want to deal with after contacting > support is wasting about 6 hours > shooting emails back and forth with basic > logs that were already looked > at several times before raising some of these > issues.. > > > An experienced developer or consultant would rather > have liked to talk to a > back end support personnel rather than dealing > with the front end. With all > due respect to newer developers or > administrators of the Remedy systems, I > think it would be fair to have > the backend support more accessible to > seasoned developers and > administrators, while the front end support could be > more dedicated to > newer or lesser experienced developers and administrators. > > > > <snip> > > > > > > Joe D'Souza > > Remedy Developer / Consultant, > > BearingPoint, > > Virginia. > > > > ________________________________ > > > Want to start your own business? Learn how on Yahoo! Small > Business. > <http://us.rd.yahoo.com/evt=41244/*http://smallbusiness.yahoo.com/r-inde > x> __20060125_______________________This posting was submitted with HTML > in it___ > > The information in this e-mail, and any files transmitted with it, is > intended for the exclusive use of the recipient(s) to which it is addressed > and may contain confidential, proprietary or privileged information. If > you are not an intended recipient, you have received this transmission in > error and any use, review, dissemination, distribution, printing or > copying of this information is strictly prohibited. If you have received > this e-mail in error, please notify the sender immediately of the > erroneous transmission by reply e-mail, immediately delete this e-mail and > all electronic copies of it from your system and destroy any hard copies > of it that you may have made. Thank you. > __20060125_______________________This posting was submitted with > HTML in it___ __20060125_______________________This posting was > submitted with HTML in it___ > > ________________________________________________________________________ > _______ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where > the Answers Are" > > _________________________________________________________________________ > ______ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where > the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
