Any ideas on why that was the case? I thought it was a pretty enticing sales tool, and I enjoyed doing several of them.
David M Clark Remedy Programmer/Analyst >>> Timothy Powell <[EMAIL PROTECTED]> 2/6/2008 11:22 AM >>> Rapid Results was available thru the 5.6 versions of Helpdesk. When 6.0 was released, it was done. TP -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David.M Clark Sent: Wednesday, February 06, 2008 12:16 PM To: arslist@ARSLIST.ORG Subject: Re: Company Dropping Remedy I don't follow the day to day business practices of whoever owns Remedy this week as closely as I once did, so I have a few questions: 1- In the past, Remedy has gone with the "buy ours and change what you don't like" line. Customization was their main selling point. Support started with the HelpDesk group (for that app) and moved over to the workflow group if your customizations got too far out there. Is this no longer the case? 2- Remedy used to offer a "Rapid Results" option where a consultant came on site to have you up and running "with limited customizations" in two weeks. Is THAT no longer the case? Thanks, -D David M Clark Remedy Programmer/Analyst >>> William Rentfrow <[EMAIL PROTECTED]> 2/6/2008 11:01 AM >>> As a general rule the whole ballpark of customization has changed in 7.x and I'm not sure how many people have grasped that fact yet. In previous versions if I had to do a simple data transformation I would just add workflow and/or fields to existing forms following the normal BMC naming/numbering conventions. Now - if at all possible - we do not do that. Take for example a customization I just did for incoming email. Instead of simply adding some filters, etc, to do a little data transformation to the AR System Email Messages form I only added one filter to push the data to another new custom form. In that form I do whatever I want with the data and then update the original stuff accordingly. Is this obvious? Yes - but it's also important. We're doing this in multiple places with base product forms. Now - when and if this customer upgrades - they may have to re-do the connecting filter between the base product form and the custom form but hopefully that will be all. I would generally stay WAY away from doing custom workflow, etc on the base product forms. Do it externally. I'd also document the heck out of any change to base product forms/workflow/etc. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Wednesday, February 06, 2008 10:00 AM To: arslist@ARSLIST.ORG Subject: Re: Company Dropping Remedy 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" ____________________________________________________________________________ ___ 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"
