Easy - don't ask them for what customizations they want. Don't even suggest it.
We have pretty rigidly adapted the position of "Document your business needs" For example, a case might need XYZ pieces of information registered to meet contractual obligations.. Then we do everything we can to use base functionality to fulfill those needs. Sometimes it is not possible and needs an integration (which we do not consider a customization as long as base app code isn't touched). If a business need can not be fulfilled then return the list to them and ask them to prioritize it as "nice to have", "important", etc - and only then tell them you may need to customize but first you want to investigate changing their business processes - and see if you can actually make the work with the app in a reasonable way. Many times you can - often you can't. We managed to get a "wishlist" of 200+ customizations and tweaks down to about 10 doing this on our latest go-round of upgrades. B. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Monday, May 02, 2011 3:28 PM To: arslist@ARSLIST.ORG Subject: Customization Approval Process Question ** When you have a customer that wants a customization made, do you have a special requirements document you have them complete? I have my gazillion customizations in the 6.0 version of HelpDesk and in order for them to move to the new ITSM 7.6.4, the users will have to provide some form of justification for needing something that is not OOB. We have determined that MANY of them are adaptable to some of the newer processes, some customizations are so complex and very clinical in nature, there is no place in the OOB version for them. Suggestions? Samples? Claire Sanford Information Systems Division Memorial Hermann Healthcare System System Services Tower North - 2:105 920 Frostwood, Houston, TX 77024 Phone: 713 338 6035 claire.sanf...@memorialhermann.org _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
