The ITSM 7 generation of Remedy have made several senior Remedy developers to
rethink if they want to continue working in the ARS Environment. Senior account
managers, sales and pre-sales people are selling to their clients that that
"customization" is something the client should not do. Everything that needs to
be fixed will be fixed in patches generated by BMC. Some clients have had bad
experience with upgrades and over customized sites. Personally I think BMC are
on a wrong path with their direction with their no customization attitude and
their use of patches. It can easily backfire.
Long time consultants are turning into "configuration slaves", "foundation data
loaders" and the never ending "patch players". Personally I am not happy the
direction of my profession. One of the best selling functionalities of ARS has
been the quick development time and easy customization to meet most
requirements.
Patches need to be more transparent. All workflow changes must be documented or
the code available for local review.
~Terje
________________________________
From: Action Request System discussion list(ARSList) on behalf of Rick Cook
Sent: Tue 06/05/2008 07:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
** 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 <http://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.
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