I agree with you on the patches, Shawn. It may be easier to use, but I can't imagine telling a customer (or my manager) that I want to install a patch, though I have no idea what effect that patch will have because I don't know the contents. Surely there's some ITIL practice being violated here.
I don't think "hoping for the best" is part of a standard Release or Change Management process. Perhaps someone at BMC could shed some light on why they are using such a process? Rick On Tue, May 6, 2008 at 11:29 AM, Pierson, Shawn <[EMAIL PROTECTED]> wrote: > ** > > 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 it > now.<http://us.rd.yahoo.com/evt=51733/*http:/mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ%20>__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"
