Shawn, I agree, but what you have stated is a far cry from ". . . breaking BMC's rules"
Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Tuesday, May 06, 2008 2:29 PM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Scott, You are correct, but BMC sales folks often tell you that you either shouldn't customize or that there is no need to. They also like to push for any customizations, even small cosmetic ones, being something you should hire BMC Professional Services to do. On the other hand, BMC themselves have made ITSM much harder to customize, and has made the patches less transparent. It was much easier to maintain customizations when you could manually install a patch by importing a .def file and see what was going to happen before you do it. With the new method, you basically just have to click next a few times and hope for the best. I think BMC went this route strategically in order to make it easier for novices to install patches. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Tuesday, May 06, 2008 12:35 PM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** Kevin, I do not think that if you customize ITSM 7 that you are "breaking BMC's rules". At the BMC User World in Vancouver, one of the pre-conference tutorials (a tutorial developed and taught by BMC) was title "In-depth Analysis into Best Practices of BMC Remedy IT Service Management 7.x.". Lesson 5 of the tutorial is titled "Customizing ITSM Applications." The lesson even describes how to customize the Incident Management Process Flow. I've never heard anything about BMC not supporting a customized ITSM 7 application, nor have I seen any communication from BMC, written or otherwise, that states you are not to customize the apps. By the way, I would be considered both an AR Server application developer and an ITSM implementer. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen Sent: Tuesday, May 06, 2008 12:55 PM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** There seems to be a smoldering issue here. In previous versions, you could customize the dickens out of the ootb applications (To fit your business needs). However now with ITSM 7, customization is a four letter word. You are allowed to configure it, but if want to customize it you are breaking BMC's rules. It seems like there is a line being drawn in the sand between the AR Server application developers and the ITSM implementers. Is this thread now really about ITIL and ITSM? Just a reminder, this is the direction BMC is making with it's product line. You may like it, you may hate it, either way it's a product we have to support. Kathy, Was your question answered to your satisfaction? Kevin P. _____ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try <http://us.rd.yahoo.com/evt=51733/*http:/mobile.yahoo.com/;_ylt=Ahu06i62sR8H DtDypao8Wcj9tAcJ%20> it now. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ Private and confidential as detailed here <http://www.sug.com/disclaimers/default.htm#Mail> . If you cannot access hyperlink, please e-mail sender. __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"
