> Wasn't Service Desk Express formerly know as [...] Magic? Yes. Because the "Express" line now includes other products beyond the original Magic offering,and to be more indicative of it's small-to-mid-market target, the name was changed. For example, the Configuration Discovery Express product is based on the Enterprise version of such (which itself used to be known as Marimba). Some products, like Configuration Discovery Express, do enable a customer to integrate with CMDB although it is not required. This can be used as a stepping stone in a migration to an Enterprise product, such as the AR System based ITSM suite. -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. ________________________________
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of arslist Sent: Wednesday, February 13, 2008 6:13 PM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) ** David, Wasn't Service Desk Express formerly know as that lesser product (not that you can call it that) known as Magic? I notice that the glossy for it has the famous spider diagram with CMDB in the middle, but since I am part of the Atrium/CMDB world, I am not familiar with what Magic uses at this point? Personally, I think the market would be better served with a Remedy based ITSM light, perhaps based on ITSM 4,5,6 rather than the Magic, but that is my personal opinion :-) ... Daniel ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: February 13, 2008 7:08 PM To: arslist@ARSLIST.ORG Subject: HelpDesk Lite (was: Company Dropping Remedy) ** > Why not develop and support two application lines? ITSM 7.x for the deep pocket companies that might really need it and can afford it and a > "Helpdesk Lite" if you will, for the smaller and "mature" companies that just need a solid app that's fully customizable and affordable? FYI, this is what the ITSM Express (ITSMe) suite is intended to provide: http://www.bmc.com/products/documents/32/18/83218/83218.pdf BMC ITSM Express combines industry-leading products, designed to meet the needs of the midsized business, into a modular IT service management solution that provides: * Incident and problem management * Asset management and discovery * Change and configuration management * Performance and availability management * Web access and identity management -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell Sent: Thursday, February 07, 2008 7:28 AM To: arslist@ARSLIST.ORG Subject: Re: Company Dropping Remedy ** I wasn't necessarily stating that BMC/Remedy focus on small- and mid-sized customers to be its primary customer base. Rather, my point was, why turn your back on that market all together? A company shouldn't put all of its eggs in any basket, be it the small/mid or enterprise basket. And they shouldn't focus on a single solution for everybody's needs. One reason for BMC to continue supporting/developing smaller, more customizable apps than the current 7.x ITSM Suite? As many posters have stated, not everybody is ready for, nor wants a fully ITIL compliant package like 7.x just for sake of being "ITIL compliant". Many customers have very solid business processes that their current <7.x application supports. Many of those same customers have realized the benefit of the awesome development package that ARS is and have built custom apps that they have integrated into the <7.x apps. They just need upgrades to the simpler (and customizable) applications they already have. Another reason to go back into that market is that not every company can afford the cost of a 7.x BMC application, but they have the need for something. One poster mentioned the old Rapid Results program. For $30k, the customer got 10 days of consulting services, a fully installed and configured Helpdesk product complete with Asset and Change Lite and a total of 8 fixed licenses. Once it was done, the company doesn't really need a developer on staff to do customizations, they just need an Application Administrator to manage the data. Quick, simple and affordable, both in initial startup costs and ongoing maintenance. And if they want to do some extra stuff, like build a custom HR app to integrate with it, they hire somebody (like the many find independent developers on this list) to help them do it and they're still ahead of the game. Those customers are still there, but Remedy is no longer servicing those needs. By focusing on ITIL and the 7.x ITSM Suite, BMC has excluded (intentionally?) smaller companies that can't afford it as well as those that don't actually need it and aren't going to change just for the sake of change. Why not develop and support two application lines? ITSM 7.x for the deep pocket companies that might really need it and can afford it and a "Helpdesk Lite" if you will, for the smaller and "mature" companies that just need a solid app that's fully customizable and affordable? M2CW, TP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bradford Bingel Sent: Thursday, February 07, 2008 1:56 AM To: arslist@ARSLIST.ORG Subject: Re: Company Dropping Remedy ** Some additional points we may want to consider: 1. BMC Remedy appears to be tracking to ITIL standards rather closely. If ITIL is the objective, then the strategy should lean toward fully developed applications with little room for customization (thus ensuring ITIL compliance). If your organization is not moving towards ITIL, then BMC Remedy's product strategy may indeed appear to be out of synch with your operational requirements. 2. The long-term Remedy sales people (so few are left!) probably remember the .com era, when every startup thought nothing of dropping $100K or more to install a Remedy system. Unfortunately, when the .com bubble burst, Remedy was left with hundreds of customers who could no longer pay their annual support fees. That hurt Remedy financially, but it also reduced Remedy's budget for future product enhancements. Could be Remedy learned a painful lesson, and no longer wants small- and mid-sized customers to be its primary customer base. 3. BMC Remedy may also be taking a lesson from IBM and their acquisition of Lotus Notes. When Notes first rolled out (more a document repository and collaboration tool, backed by an object database with a great search engine -- messaging was almost an afterthought) it was a unique toolkit that allowed creative developers to deploy dozens of applications. But Lotus (and later IBM) never offered any pre-built ready-to-use applications, and the Lotus Notes product began losing market share. While some may argue BMC Remedy doesn't adequately promote the ARS toolkit, others may argue it would be suicidal if BMC Remedy didn't aggressively market pre-built ready-to-use applications. 4. Personally, I don't understand why BMC Remedy doesn't market (directly or through a third-party partner) their products under a Software-as-a-Service (SaaS) model. Seems like a win-win situation for BMC Remedy and their customers -- the customer needs a little training and then BAM! they are off and running, while BMC Remedy collects a nice monthly fee for every user connection. This would also make it simple for BMC Remedy to showcase new products. And imagine, never going through another upgrade! Comments/questions/corrections/complaints/rants welcome, on or off the ARSlist. -- Bing Bradford Bingel ("Bing") ITM3 California http://www.itm3.com/ [EMAIL PROTECTED] (email) 925-260-6394 (mobile) Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" [...] __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __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"
