BMC Sales: Hey management, you can make the system do anything you want, that's the great thing about ARS BMC Support: Hey technical guy/gal; you customized it: (1) we won't support it, (2) we have no upgrade path for customized apps Your Management: I want to upgrade to the latest version of the apps now that the next version is available You: Hey management, BMC sold you something because it sounds good, but we can't perform an upgrade because we customized it; not only that, the next version doesn't even remotely resemble our current version; we need to gut and replace our entire system, disband all the processes and activities we have bound to our current system, and impose a huge learning curve to all users of the system Management: Well, that's unfortunate, since the upgrade is comparable to an initial implementation of a new application, let's evaluate what other products are available that address these needs and pick something better if it exists.
Axton Grams On Feb 6, 2008 10:43 AM, T. Dee <[EMAIL PROTECTED]> wrote: > I have to agree - you are damned if you do, and you are damned if you don't. > > > > > On 2/6/08, Kaiser Norm E CIV USAF 96 CS/SCCE <[EMAIL PROTECTED]> wrote: > > I see "customizable" as a false selling point for the current ITSM > > product. A lot of folks tend to argue that Remedy's ITSM offering is > > better than the competitions' because it is "fully customizable," when, > > in fact, you customize at your own risk, and, as BMC's own staff says, > > "Any customization is a bad one." > > > > It's a catch-22. People like Remedy's ITSM offering because it's > > "customizable" but if you dare customize it, you put yourself into a > > precarious, unsupported position. Plus, the thing is a spaghetti code > > monster, making customization nearly impossible. > > > > I try to communicate that "Remedy" and "Remedy's ITSM" products are two > > separate products. "Remedy" (i.e., ARS) is a software development > > platform--ITSM is a canned application that should remain as is. > > > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Seth Wrye > > Sent: Wednesday, February 06, 2008 9:23 AM > > To: arslist@ARSLIST.ORG > > Subject: Re: Company Dropping Remedy > > > > Understood. The only problem though is that being able to customize ASR > > (Apps or Platform) has been one of ARS's strongest selling point. > > Should I tell my customers that if they want to customize the HelpDesk > > form by adding a graphic or to change the flow of a ticket, they will > > either have to build the entire module from scratch or loose support? I > > think, with the apps at least, BMC is narrowing the gap that made ARS so > > much better than the rest of the competition. > > > > Seth Wrye > > > > ________________________________ > > > > From: Action Request System discussion list(ARSList) on behalf of > > Grooms, Frederick W > > Sent: Wed 2/6/2008 10:10 AM > > To: arslist@ARSLIST.ORG > > Subject: Re: Company Dropping Remedy > > > > > > > > I think there is a difference here. The ARS platform is one thing, the > > canned OOB applications are another. I believe BMC's customization > > statement is about the OOB applications. Here we don't use any of the > > OOB apps, it is all pure ARS custom code. > > > > Fred > > > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Seth Wrye > > Sent: Wednesday, February 06, 2008 7:49 AM > > To: arslist@ARSLIST.ORG > > Subject: Re: Company Dropping Remedy > > > > I know, I know, I was also there for that. I have since taken more > > training (as we all do) and every time I bring this subject up, I get > > the same answer. Its usually something like "BMC says that any > > customization is a bad customization". If they plan on keeping the > > platform open for customizations, great!! But... there's nothing wrong > > with being prepared for the worse case scenario. Most of us witnessed > > that when that one company purchased Remedy. If I recall, I think the > > name started with a P and ended with bankruptcy. > > > > Seth Wrye > > > > ________________________________ > > > > From: Action Request System discussion list(ARSList) on behalf of Susan > > Palmer > > Sent: Wed 2/6/2008 8:25 AM > > To: arslist@ARSLIST.ORG > > Subject: Re: Company Dropping Remedy > > > > > > ** > > Seth, > > > > At UserWorld 2007 Doug Mueller was emphatic that BMC has no intention of > > locking down the platform prohibiting development. I've never felt > > Doug has been anything but honest with us. There was a full session > > devoted to Doug basically talking about the future of ARS and providing > > reassurance to our community. > > > > Of course business is business but Doug was very convincing. > > > > Susan > > > > > > On Feb 6, 2008 6:47 AM, Seth Wrye <[EMAIL PROTECTED]> > > wrote: > > > > > > A company I was contracted to tried that last year and was > > informed by BMC that if we did not renew support, we must delete all of > > the licenses that we did not pay support for and un-install each of the > > modules. It is also stated in the license agreement. This was a small > > company and they did not have the cash needed to continue with the ITSM > > suite. They were seriously considering getting rid of Remedy all > > together. I was able to convince them that since the company is small, > > they could build a custom system off of the ARS platform and when the > > due date comes, drop the support, delete the licenses for the modules > > and keep the server and ARSystem User licenses and pay support for only > > what they keep. Depending on the size of the company and system this is > > a good alternative. If the company grows later on and can justify > > spending the $$ then at least they still have Remedy and can bring back > > the modules and a company has been saved the heartache of moving to a > > lesser platform. Ahhhh, It brings us back to the days of real > > development where if you wanted an asset management module, you had to > > build it... Not sure how long this will even be a possibility depending > > on if and when BMC completely locks everything down so no development > > can be done whatsoever. > > > > Seth Wrye > > > > ________________________________ > > > > From: Action Request System discussion list(ARSList) on behalf > > of William H. Will Du Chene > > Sent: Tue 2/5/2008 5:01 PM > > > > To: arslist@ARSLIST.ORG > > Subject: Re: Company Dropping Remedy > > > > > > > > > > What about this scenario: > > > > BMC may have control over whom they want to "transfer" support > > to while > > the contract is in effect for the amount of the term. It's sort > > of like if > > you and I sat down at the table and hammered out an agreement > > that you > > would purchase my services for a month. > > > > I'd expect that you would be honor your side of the agreement > > for the > > duration. I'd venture a guess that most would agree, yes? After > > the month > > is up, who cares? > > > > I am not a lawyer (and I don't even play one on television!), > > but it would > > seem to me that there is a very simple solution: wait until your > > support > > contract is up, and DO NOT renew it with BMC. Once your term is > > up, then > > you should be able to renew it with the VAR of your choice. > > > > If your term is up, then the contract language might not apply. > > It would > > be prudent to contact your legal department for confirmation > > first, > > however, just to be on the safe side. > > > > Just an idle thought - offered humbly. > > > > > > -- > > > > Will Du Chene > > [EMAIL PROTECTED] > > http://www.myspace.com/wduchene > > > > > > ________________________________________________________________________ > > _______ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > <http://www.arslist.org/> > > Platinum Sponsor: www.rmsportal.com <http://www.rmsportal.com/> > > ARSlist: "Where the Answers Are" > > > > > > > > > > ________________________________________________________________________ > > _______ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > <http://www.arslist.org/> > > Platinum Sponsor: www.rmsportal.com <http://www.rmsportal.com/> > > ARSlist: "Where the Answers Are" > > > > > > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > html___ > > > > ________________________________________________________________________ > > _______ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum > > Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > > > ________________________________________________________________________ > > _______ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > > > > > > > ________________________________________________________________________ > > _______ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > > > _______________________________________________________________________________ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > > > _______________________________________________________________________________ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
