Talking about change, I’ll soon need to get used to the brakes on bicycles.. In asia (and Europe too I think??) bicycles had their front brake on the right handle and back brakes on the left :-).. I was considering switching it around except that if anyone here were to borrow my bike, they could get into a serious accident if I forgot to tell them that..
Joe
From: Jason Miller
Sent: Friday, March 23, 2012 3:04 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: OT: Remedy ITSM Versus Microsoft Service Center System Manager
**
Change is hard :)
On Mar 22, 2012 2:18 PM, "Joe Martin D'Souza" <jdso...@shyle.net> wrote:
**
:-) Point is I do not mind the change as long as the change is applied in the
direction where it was intended to. The intent was to make the application more
user friendly for first time users.. Great.. Absolutely no problems with that..
What about impacting billions of an already existing user base that was
trained to use it the ‘harder, non-intuitive’ way. It may have been a hard,
non-intuitive interface, but it had already grown in familiarity with the rest
of us. Why change that? That kind of change could be as disastrous as taking on
to a highway in England or many parts of Asia – well maybe not as disastrous,
but definitely unfriendly.
Joe
From: Jason Miller
Sent: Thursday, March 22, 2012 5:02 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: OT: Remedy ITSM Versus Microsoft Service Center System Manager
**
Joe, you sound like all of our customers/clients going from home grown apps
to out off the box ITSM. ;)
Jason
On Mar 22, 2012 1:57 PM, "Joe Martin D'Souza" <jdso...@shyle.net> wrote:
**
Windows 7 sucks interface wise. Nothings found where it used to be. When I
first started using it, it was frustrating to try to find simple things like
changing your display size! Took me quite a bit to figure that out. Agreed it
was nice of them to think of those starting to use windows for the first time
in their lives – it didn’t matter to them. What about the existing customer
base that has used it for the past 15 years? Why make them to relearn a ‘new’
interface?
Joe
From: Larry Barnes
Sent: Thursday, March 22, 2012 4:45 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: OT: Remedy ITSM Versus Microsoft Service Center System Manager
**
So Lee, are you saying that MS will take as long to get SCSM right as it
did to go from Windows 3.1.1 to Windows 7 ;-o)
L.B.
----------------------------------------------------------------------------
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom
Sent: Thursday, March 22, 2012 12:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy ITSM Versus Microsoft Service Center System Manager
**
This is an interesting topic to me… I think I barely stayed on-topic, so I
didn’t OT it, but feel free to move on with your life rather than reading…
Microsoft is making inroads, but they still have little to no market share.
They are now giving away SCSM when you own SCOM or SCCM. It’s their most
effective strategy. I’ve seen them pop up in 2 Remedy accounts in the
Southeast recently. I would be careful. Microsoft tinkers around for about 10
years, but they eventually get things right. However, it seems they have more
success with infrastructure products (for example):
O/S – Windows 3.1.1 wasn’t very good was it? Windows 7… I am actually in
love with it.
SCCM – SMS was pathetic at one time… but… they kept at it.
SQL Server – Remember when people used to call that a joke? It was the old
Sybase code!
SCOM – They now sell almost $1 Billion/year of this product. This was yet
another acquisition that started off rocky…
Virtualization – It keeps on improving… and with their pricing and recent
improvements, they might be able to take on VMware in 1-2 more major releases.
OLAP – SQL Analysis Services was the laughing stock of BI in 2000, even in
the 2005 release it was worse than BO. People typically stop laughing when
they see our product query 4.1 Million CI records (in Atrium CMDB) in less than
3 seconds. Yes, that’s right, less than 3 seconds. On a server with 8 GB of
memory and 4 processors… and no additional database licenses (you hit an .XML
data store).
MS Exchange – You have to admit, it’s still better than Gmail.
On the enterprise applications side though, they haven’t fared so well.
They have had the CRM product for a great deal of time, but haven’t cracked 4%
market share in the latest Gartner report. Great plains has done very well,
but only in the SMB. So, it is interesting. Microsoft has been successful in
enterprise IT, but typically on the infrastructure side, not applications like
SCSM.
However, after seeing the worst ITSM product (maybe not worst, but pretty
darn bad) on the market attain 7% Market share (aka CA Service Desk Manager)…
and IBM Lotus Notes still hanging on to 7% of email server market share, I know
that product isn’t everything… unfortunately.
Lee
Lee Cullom | President | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com
Main - (678) 664-ITSM
http://www.northcraftanalytics.com
Click on “View Demo” to see the product in action
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Thursday, March 22, 2012 3:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy ITSM Versus Microsoft Service Center System Manager
**
Agree with Fred. Give BMC the opportunity to retain your business and take
the load off your shoulders
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, March 22, 2012 2:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy ITSM Versus Microsoft Service Center System Manager
**
If they are having an MS salesperson in then maybe you need to have a BMC
salesperson in as well … Apples to Apples
Fred
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Thursday, March 22, 2012 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy ITSM Versus Microsoft Service Center System Manager
**
Remedy is far more mature on its processes and how the software supports
them. Compare the CMDBs under the covers for a real good example. MS apps are
aimed at the SMB stack for now. Not sure how they would scale. Don't let the
focus be on the GUI - focus on comparing internals, like how would one
customize the apps or the structure?
Rick
On Mar 22, 2012 2:18 PM, "Pierson, Shawn" wrote:
**
It looks like my newly merged company is going to evaluate different ITSM
suites. Specifically, the evaluation is between keeping Remedy and going with
Microsoft SCSM. From what I can tell BMC doesn’t really consider SCSM a
competing product so they don’t have any literature available showing why
Remedy is a better product.
Unfortunately, I’m expecting that I will end up giving a presentation on
our current Remedy system and what we currently do, to be followed by a slick
Microsoft salesperson who can promise anything they want with no basis in
reality. I’ve done some investigation into SCSM and while they seem to have
made progress, it’s still primitive compared to Remedy in my eyes. However,
being an I.T. person rather than a sales person, I may not be able to easily
convey my point of view well.
So my question is to any of you that have looked at SCSM, especially the
newest version, what is your opinion on the product? If you think Remedy is
better, why?
Thanks,
Shawn Pierson
Remedy Developer | Southern Union
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