About the politics: Expose the PM as totally biased and detrimental to the project. Talk to the project sponsor about the PM's biases, get the PM removed from that project and get a new one that is not familiar with BMC, service now or CA. (try to get a PM from an area that has nothing to do with IT Service Mgmt).
About resource constraints: are this permanent resource constraints, or temporary ones such as when you upgrade the application? ________________________________ From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Sokol, Brian [bso...@scholastic.com] Sent: Thursday, August 26, 2010 1:59 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM - BMC vs Service Now vs CA ** Politics and resource constraints. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Thursday, August 26, 2010 1:46 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM - BMC vs Service Now vs CA ** What is the main business driver for out-sourcing? Reducing costs related to maintaining the current Remedy service desk? Knowing this would help in helping you Guillaume ________________________________ From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Sokol, Brian [bso...@scholastic.com] Sent: Thursday, August 26, 2010 1:36 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM - BMC vs Service Now vs CA ** Thanks Guillaume, All good points. My first choice would be to keep the solution in house but I have been over ruled. We originally had a requirement in the RFP to be able to in source the solution if the SAS solution was not working for us but that requirement was removed by the project manager most likely since Service Now is a pure SAS solution and the PM is a big Service Now fan. I am fighting a losing battle among our RFP committee. That is why I am asking for info on CA and Service Now compared to BMC – so I can get an unbiased opinion from someone who knows more than one product. Thanks, Brian From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Thursday, August 26, 2010 1:12 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM - BMC vs Service Now vs CA ** Brian, All right then... Are you looking to customize the solution or be purely OOTB? As it has been explained in other posts, you need a very good level of JavaScript experience to customize Service-Now, so that's anotehr consideration. Other issues that you should consider in a SaaS solution are:Who owns the data, the SaaS provider or you? 1. What are the terms to cancel the contract, i.e. are you locked-in for a certain number of years with the chosen provider? 2. In the event the contract is rescinded or expires, will the provider provide you with a full export of all your data (provided it is yours of course!) ? 3. Do you have specific availability or security agreements? 4. How easy is it to export the data from the SaaS provider for your custom reports? 5. If the service provider does not fulfill its promises, can you cancel the contract and get your data back? 6. How easy would it be to in-source back your service desk if your expectations from the SaaS provider are not met? A lot of managers think about out-sourcing , but do not think about in-sourcing it back in case the s--t hits the fan (to put it bluntly!) Guillaume ________________________________ From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Sokol, Brian [bso...@scholastic.com] Sent: Thursday, August 26, 2010 11:50 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM - BMC vs Service Now vs CA ** Guillaume, Really looking for independent advice. My BMC rep is of course telling me their apps are the best. The Service Now and CA reps likewise are saying their solutions are the best. Thanks, Brian From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Thursday, August 26, 2010 11:27 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM - BMC vs Service Now vs CA ** Contact your BMC Account Manager, he should be able to provide you with the comparisons between each solution. BMC does keep this kind of information Guillaume ________________________________ From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Sokol, Brian [bso...@scholastic.com] Sent: Thursday, August 26, 2010 11:08 AM To: arslist@ARSLIST.ORG Subject: ITSM - BMC vs Service Now vs CA ** We are looking to switch from our in house BMC Remedy Help Desk to a full ITSM SAS solution. These are three of the vendors we are looking at. Can anyone out there comment on the pros and cons of these three platforms and share any relevant experience. Thanks Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com<http://www.scholastic.com/> _attend WWRUG10 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
