I think I'd have to support their position of using the Customer Support product.
ITSM didn't go into general release until mid-last year (I forget exactly when). Their project to put the customer support product into place probably started months before that - quite likely before they even had a general release date for ITSM. That said - if I was running a support organization I wouldn't want to upgrade to a completely different product line right after finishing a major implementation. And the CS product is a good product for doing outward facing customer support - plus it's still supported by Remedy and is a current product offering. I won't debate the philosophical implications of whether or not it would be "better" if they used ITSM. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Tuesday, October 30, 2007 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support Site Rant A bit of clarification on the topic... I was contacted by a BMC person off list to "explain the situation". BMC is using an ARS application to support their external customers. (no surprise there, just look at the URL's on the support site) However it is the "Customer Support" application and not currently ITSM to deal with their customers. The "project finalized last fall". They also mentioned that they currently use ITSM internally. And I love this quote... so I want to echo it too... "So really, we are drinking our own champagne!" The person went on to say that they are working on a move to ITSM for their external customers, "but we don't want to do too many changes in too short a time." I do appreciate the clarification. However, my original analysis still stands... they are not (yet) using ITSM to support their customers. Apparently they are using it to support themselves, so maybe that counts to some extent. ( Let's give them credit for doing that. I am sure it was no small feet for some of the long time BMC people to make that adjustment. ) ( I do realize that this is BUW week and I will be lucky to get a few field mice to actually read this post this week too. But... for those of us who did not get to go... or those that are just now getting back from BUW....) So in the light of the new information I feel compelled to ask the ARSList.... Does anyone think that BMC is changing to many things or moving to fast, about how they are providing your support? -- 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 10/30/07, Hugo Visser <[EMAIL PROTECTED]> wrote: <snip> > On topic, I always assumed that BMC uses some form of ITSM for their > support, but they do not? What about the last big upgrade, when we all > moved to the ISS numbers? > > Hugo > > On 10/30/07, Carey Matthew Black <[EMAIL PROTECTED]> wrote: > > 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? ________________________________________________________________________ _______ 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"
