Thanks very much to all who have responded to my question; I have been able to mine substantial useful information out of the discussions.
I am a bit puzzled on one point; and I imagine my puzzlement is only a symptom of my lack of familiarity with this whole constellation of topics. The puzzlement: some responders have referred to "SRM" as if it were somehow an optional/competing product, which should be considered as one possible alternative, amongst a field of options. I'm a management-type; I have a development team whom I'm supervising in a roll-out of a product we purchased, which I know as "Remedy ITSM Suite." It was my impression that what I'm calling "SRM" - in the context of this list, and this inquiry - is a standard component of the "Remedy ITSM Suite" product, and is the component provided by BMC for users to initiate 'tickets' of various types into the Remedy system. Since I *thought* this was a "Remedy-specific" list, I thought my question, and its context, would be unambiguous. But it seems I'm reading about the relative merits of competing alternatives, and that (what I think of as) "Remedy/SRM" may not even EXIST. It may be a separate optional product, which may, or may not, be a normal part of a "Remedy" (whatever that is - I used to think I knew...) installation. I find myself bewildered and distressed, that I may have a completely erroneous concept of the product I *thought* I bought. But since we bought it from a 3rd-party (not BMC), and the "consultants" (of whom I've seen TOO MANY) are all independent contractors working (loosely) for the 3rd-party vendor, I may not have accurate information. In fact, I may have nothing but clever sales-pitches. Lawyers, politicians, vendors, and consultants... need I say more? I'm not even sure, at this point, what my question is - if I *have* a question. But I do think I have some direction to share with my developers on how to do "SRM - Colors & Branding." And I thank you for that. Regards, -dpb- David Burdette; Assistant Director, Computing Infrastructure Services University of Florida; Computing and Networking Services www.cns.ufl.edu<http://www.cns.ufl.edu> : Voice 352.273-1309 : Fax 352.392-1440 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker Sent: Friday, October 28, 2011 3:30 PM To: arslist@ARSLIST.ORG Subject: Re: SRM - Colors & 'Branding'? ** Let it be noted I was not endorsing SRM over Kinetic, nor the merits of said functionality. I was simply noting an option to investigate in SRM to address the question posed. I personally still find it shocking that it took 3 or 4 major versions of SRM to get beyond the 10 question maximum for a service request. Nevermind the incredibly high complexity to capability ratio. And WHY CAN'T I NEST CONDITIONAL QUESTIONS PEOPLE!!!!!! Nathan Aker ITSM Solution Architect McAfee, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of John Sundberg Sent: Friday, October 28, 2011 11:32 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: SRM - Colors & 'Branding'? ** My experience (from what our customers ask for) Logo swapping and color replacement != branding... Compare: http://www.bk.com/ http://www.mcdonalds.com/us/en/home.html http://www.homedepot.com/ http://www.lowes.com/ And - not only that -- but the larger the company -- the more brands/themes/catalogs they want. So - not only do they want theming -- they want multi-theming, etc... So - if you are looking to have a Service Catalog/Request Management application actually be an extension of your company -- Kinetic is a good route. And I get this info -- from the people who already tried to implement the alternative. I have found - the half-life of serious Request Management projects is about 1 year. (And that is - if they actually get past "launching") You will find if you are successful or not - in that time frame. Of which -- when serious customers have finally come to the realization that the "bundled" service catalog does not cut the mustard -- then the come to us. Now of course -- you also get the drag-on of (next version will do X) -- blah blah blah... Kinetic has had theming (proper) since DAY 1... It was designed for it. BTW - All the big vendors ITSM suites come with a bundled Request Management - of which I find few companies actually like. (I am not just talking about our favorite one) You see that nice shiny floating thing in the water??? It comes bundled with a "treble-hook" -- beware... -John On Oct 28, 2011, at 10:30 AM, Nathan Aker wrote: ** Not sure what version you're on, but look into the "Skin" feature that allows you to brand and color SRM forms basically leveraging CSS. Think it was a new feature around about 7.6.03. Nate. Nathan Aker ITSM Solution Architect McAfee, Inc. Direct: 972.963.7611 Mobile: 469.644.7402 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of David Burdette Sent: Friday, October 28, 2011 9:34 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: SRM - Colors & 'Branding'? ** We're near launch of a new Remedy system. We plan to use the SRM ("ServiceRequestConsole/enduser") as the 'front door' for all our tickets. We'd like to be able to do some tweaks on it, to 're-brand' it to look more like our other web pages. This would involve such things as logo, colors, banner, & footer. We've asked around and been told the only thing that can be changed is the logo-graphic (top-left corner). I just find it difficult to believe that other companies aren't doing more in the way of custom 'skins' for the SRM user-interface. Does anyone have any suggestions they can offer regarding how we might accomplish this? Regards, -dpb- David Burdette; Assistant Director, Computing Infrastructure Services University of Florida; Computing and Networking Services www.cns.ufl.edu<http://www.cns.ufl.edu/> : Voice 352.273-1309 : Fax 352.392-1440 _attend WWRUG12 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ -- John Sundberg Save the Date! First Annual KEG - Kinetic Enthusiasts Group Feb. 29th - Mar. 2nd 2012 in Denver CO For more information click here - KEG<http://www.kineticdata.com/Events/KEG.html> Kinetic Data, Inc. "Building a Better Service Experience" Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com<mailto:john.sundb...@kineticdata.com> 651.556.0930 I www.kineticdata.com<http://www.kineticdata.com/> _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
