BMC uses BMC solutions to run IT. Since the acquisition of Remedy by BMC, the BMC IT department has used the Remedy solution for running the people process portion of the IT environment. Beyond Remedy, the BMC IT department uses all the BMC products for the running of internal IT.
The IT team is customer 0 for new releases. They are generally up and running (at least are in test if they are not already running) with new releases before they are released to customers. They provide some key feedback on the product to the development team. Across all BMC products, you will find them running internally and being used to drive the business. SRM has been in use for going on three years now. It is the one stop place for asking for ANYTHING that an employee wants within BMC. Whether it be an IT request or an HR or Finance or Facilities or anything request. All of that is driven from a single request catalog using SRM. All areas of the company use Incident Management and Change Management to drive those aspects of their business. ADDM is used for discovery, BPPM for monitoring, Server/Network Automation for updating. As has been noted, the IT team regularly shows customers and prospects our internal operations using BMC solutions. As for the performance and scale, my points are absolutely still true. You can take any specific feature and say that you wish it was faster -- so do I by the way. But the topic isn't just startup time (the one observation made). It is about interactive performance and the ability to scale to large numbers of users. With FULL PROCESS, we get good interactive performance across the WAN. Even when compared to "process lite" solutions that just take data typed on a screen and store it with no process flow, we compare well with current releases. >From a scale perspective, we scale to 1000s of concurrent users. We have a >customer up and running (and has been for over 7 years) with 10,000 -- yes, ten thousand -- concurrent users on a daily basis. And this is not the only large environment, we have a number of customers north of 4,000 concurrent users. We have features like server groups that allow you to scale out for load and balance and isolate interactive vs. programmatic load. This also provides significant reliability/availability in the environment by eliminating single points of failure. I could continue on with this topic for hours with what is actually happening in the real world with customers and with product capabilities around the area of scale and performance. Can someone always find some point issue where there could be better performance -- absolutely. And, we continue to work on those areas (for example, startup time with correctly configured system using startup threads that were introduced a couple of releases ago start up dramatically faster than systems who are not using that feature -- just to name one thing) and introduce improvements and fixes across releases. And, with performance, there is ALWAYS something that is the long pole and needs work because no matter how fast or efficient you make things, something is always the slowest or least efficient part of the mix. The key is whether there is the continuing focus on improvements in those areas and continual improvement -- even when the result is good, it can be better. I hope this helps, Doug Mueller -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker Sent: Thursday, July 05, 2012 2:49 AM To: arslist@ARSLIST.ORG Subject: BMC Remedy ITSM Vs Service Now Tauf, Do BMC use BMC ITSM or customised AR System applications internally? Doug, I don't believe your points about performance are still true. It's clear that when you were running the show, there was a great emphasis on performance/scalability, but that is no longer the case. When we're performing a webex SSO Plugin install, we're always asked how long it takes: we make the point that it's a quick process (ie 20 minutes), but waiting for AR System to restart is increasingly the longest part of the process. And then Mid Tier restarts and locks up as it caches workflow that should be stored on disc as JS files. Perhaps this is fixed in ITSM 8 :) John _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.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"
