Dale, I think all of the ITSM suites out there could use a lot of improvement, but then again, our processes as users of those suites probably need just as much if not more. After we implemented ITSM 7.0 back in 2007, most of the user complaints I encountered were about the processes rather than the tools. It seems like companies that never get past their process issues tend to be more likely to switch tools because software vendors often promise that their ITSM suite will magically help fix their process issues.
That being said, I won't publicly name the companies I've heard of making that switch because I don't work for them. I don't know the specifics of what is going on with AIG, but I did take a class with a couple of their Remedy people earlier this year. Nice folks and it sounded like they had a lot of work ahead of them. Also, I definitely think public cloud computing is a risk including with BMC's offerings. Like anything else, educated, wise decision makers can mitigate a lot of those risks by going with the right cloud solution, but those decision makers are likely to already have a good internal infrastructure in place to begin with. My employer may be a bit unique in that category because we also let other companies and organizations lease space in our datacenter. ITSM may not be as essential as a SCADA, medical, or financial system, but it's the central nervous system of our I.T. department here so it is considered a critical app since it facilitates the support of the other applications. We have no problem using hosted or cloud applications when it makes sense, such as with our online training system. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dale Hurtt Sent: Thursday, July 05, 2012 3:38 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Remedy ITSM Vs Service Now > I'm not sure I've seen a case where someone goes from Remedy to ServiceNow > and stays there. I know several former Remedy/BMC consultants that moved to ServiceNow. They indicated that their prime selling point method is: "Why are you unhappy with your current vendor? Here's how we can change that." (I am not picking on BMC as the vendor here. That is apparently their pitch no matter which tool they are coming from. And everyone is coming from something.) > From a functionality standpoint, I've heard that companies used to the Remedy > suite generally end up unhappy with ServiceNow and either go back to Remedy > or look at other platforms. Supposedly AIG is such a case, but I cannot confirm that. I have heard of no other companies that went from ServiceNow to Remedy. (But, not being in the know, that doesn't mean much.) Do you know of any, by name? Just curious. > Also, I'm not sure that most medium to large companies are willing to put > sensitive data outside of protected networks. You know, I have heard this said several times on this thread. That is not an argument against ServiceNow, but an argument against Cloud Computing, which BMC On Demand and Remedyforce both represent. The US Federal Government has agencies that use ServiceNow; they just use it at certified facilities like Terramark. HP is developing the Army Private Cloud just for this purpose. Even Amazon EC2 has GovCloud. What this argument says is that you think you can secure your data better than data center professionals who do this is secure facilities. You may be right. But for many customers, that is far from true. Dale _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
