Actually... I think it is a simple enough observation to say....
If ITSM is a "leading product" for Service Management then why do they not use it to manage their relationship with their own customers? I can understand that it can take time to absorb a new acquisition into the main stream. However, Remedy/Per#$%#$ appeared to never use ITSM/ITSP either. So I think I can not just blame BMC for this issue.The phrase "Eating your own dog food" (http://en.wikipedia.org/wiki/Eat_one's_own_dog_food) just does not seem to have really registered with Remedy. A little company, Ralston Purina Company (subsidiary of Nestlé ) is credited with the idea sometime before 1988. I mean, how could that apply to a company like BMC? How successful has Nestlé been over the years? http://en.wikipedia.org/wiki/Nestle Revenue 98,5 billion CHF (2006) Net income 5,05 billion CHF (2006) CHF is "Swiss franc" by the way with a current exchange rate of : 1 CHF = 0.8583 USD (BTW) so that would be like... Revenue 84.54 billion USD (2006) Net income 4.33 billion USD (2006) VS: http://en.wikipedia.org/wiki/BMC_Software Revenue $1.49 billion USD (FY2006) But for what it is worth... Looking at ITSM v7 "RQC:ServiceRequestWizard" (The "Create a Request" button from the "Requester Console".) I see the application only asking the user for: Required: 'Summary*+' ( 255 Char) 'Urgency*' (Selection field) Optional fields look like they include: 'Notes' (255 Char) 'Date Required+' (Date/Time) 'Phone' (255 Char) [ What the ...? for a phone number?] 'Email' (255 Char) But they do appear to allow you to attach an attachment there too. So maybe they are just front ending the application with a custom "Data entry tool" after all? FWIW: When getting ready to open an issue with BMC, I have taken to writing my entry before I go to the web site. If it is long enough then I make it into an attachment and just attach it with the text "see attachment" in the description. :) Besides, I am normally sending in log files these days anyway... so there is normally an attachment anyway. :( -- 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 10/29/07, Timothy Powell <[EMAIL PROTECTED]> wrote: > ** > > Benjamin, > > You are confusing a company that "preaches" best practice with one that > actually "utilizes" best practice in their own support mechanism. Practice > what you preach is NOT one of the BMC/Remedy tenants.....sadly. > <snip> > > I'm sure that the members of this list can come up with numerous other > examples where the practice doesn't measure up to the preaching. <snip> > Tim > > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A. > Sent: Monday, October 29, 2007 6:15 PM > To: arslist@ARSLIST.ORG > Subject: OT: BMC Support Site Rant > > > ** > <rant> <snip> > ... What is the "best practice" for ... <snip> > </rant> _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
