I second Lj. BMC support has suddenly turned around (may be since last 2-3 weeks). Things are suddenly getting better. We are hearing response in a matter of few hours and instead of a mail for log, it is the solution that is provided or a webex is scheduled (provided you give the info required). Request for Information cases are also getting thorough attention. We have teams working on quite a number of BMC tools and we're witnessing this "phenomenon" throughout!.
-Raman On Fri, May 10, 2013 at 4:09 AM, Howard Richter <hbr4...@gmail.com> wrote: > ** > > That is great to hear. Maybe someone has started to understand that a > company needs to support what they sell.**** > > ** ** > > Take care,**** > > hbr**** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Longwing, Lj > *Sent:* Thursday, May 09, 2013 6:19 PM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: huh? financial news for bmc ?**** > > ** ** > > ** **** > > Howard,**** > > I'm typically on the same side of the fence as you. For more years than I > care to count I know more about Remedy than anyone I get on the other end > of the email, and I have come to not even contact them for things that > aren't 'core' related or to file defects, but I have been in direct contact > with some upper level support people as of late. They are actively trying > to fix the problems that we have, and seem to truly care. Two days ago I > logged a ticket regarding 8.1 overlays in an upgrade scenario, and had a > response in less than 3 hours suggesting a WebEx...today I got around to > doing that WebEx and he had his team lead on the phone with us. It took 2 > hours to get fixed, but got fixed in a single call and required some > advanced DB level work....so while I still don't go to them unless I can't > solve it (which isn't often honestly with personal experience, ARSList, and > BMC Communities at hand)....the last few times I have contacted them, the > experience seems better than it was for many years.**** > > ** ** > > On Thu, May 9, 2013 at 4:00 PM, Howard Richter <hbr4...@gmail.com> wrote:* > *** > > Shawn, > > Since I have worked with Remedy since 1996, I can say that its has been a > downward spiral since Peregrine acquired Remedy. The initial Remedy support > was great, then when Peregrine fired most of the Remedy team it was for > (please fill in the blank). > > When BMC picked up Remedy, things did get better (not as good as it was > but better). However, the spiral started again. The first few years of BMC > it did get better, then the move to off shoring support (with not enough > training of the staff) and cost cutting. Down it went. > > Now a days I am not sure what is going on. I wonder if the head of > support, has ever supported any customer or even answered a support call. > > When I know more than the level 2s or 3s, something is wrong. I am unsure > why they cut so many old timers, but my guess it’s a money issue. > > As far as the support provided by other companies, they all have some good > people and not so good people. However, I expect that the level 2s and > higher to know more about the system they support and have the ability to > help with the odd issues. > > Sorry for the rant, but I expect good support when I pay good money for > it. And lately you cannot use "Good support" and "BMC" in the same > sentence. Which is very sad for all of us in the world of Remedy. > > Hbr**** > > > -----Original Message----- > From: Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn**** > > Sent: Thursday, May 09, 2013 12:15 PM > To: arslist@ARSLIST.ORG > Subject: Re: huh? financial news for bmc ? > > We have SAP (and Oracle eBusiness) within my organization, and I haven't > heard any unusual complaints. Is it worse than BMC's, "Send us the same > log files you already sent us so we can ask you for new log files of the > same thing next week, then we'll close the ticket out for being too old" > customer service? I haven't interacted with BMC Support for a while so > maybe I'm being unfair, but it often seemed like they just wanted to waste > your time and hope you solved the problem on your own. > > Thanks, > > Shawn Pierson > Remedy Developer | Energy Transfer > > > -----Original Message----- > From: Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] On Behalf Of Hulmes, Timothy CTR MDA/ICTO > Sent: Thursday, May 09, 2013 11:04 AM > To: arslist@ARSLIST.ORG > Subject: Re: huh? financial news for bmc ? > > The only thing I will add about the SAP discussion is, have you ever dealt > with support from SAP? > > Tim > > > -----Original Message----- > From: Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn > Sent: Thursday, May 09, 2013 6:42 AM > To: arslist@ARSLIST.ORG > Subject: Re: huh? financial news for bmc ? > > I'm curious, why would Remedy being sold to SAP or Oracle be a negative > thing in your opinion? I think it's big enough that it wouldn't be > swallowed up inside of one of their applications (how long has it taken > Oracle to combine the eBusiness Suite with PeopleSoft despite the products > directly competing?) I can see if support deteriorates, maintenance goes > up, or some other unknown odd factor, but it seems to me like it might be > an opportunity for Remedy to be implemented in shops that may not have a > good ITSM solution but already have installs of SAP, Oracle, or whoever > hypothetically buys Remedy. If that's a pessimistic scenario it doesn't > seem too bad to me. > > Thanks, > > Shawn Pierson > Remedy Developer | Energy Transfer > > > -----Original Message----- > From: Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] On Behalf Of Lee Cullom > Sent: Thursday, May 09, 2013 6:07 AM > To: arslist@ARSLIST.ORG > Subject: Re: huh? financial news for bmc ? > > Since it's incredibly fun to speculate on this situation, I'll offer up: > > - Bain will look at the profitability of the various pieces/business units > - Mainframe, Service Management, etc... > - They'll tear out the ugly pieces and get them in the hands of someone > who can use them (Elliot's involvement indicates that Compuware might be > involved) > - They'll take the profitable pieces and put probably keep them with the > newly private BMC that needs to invest in ESM. > > So, I'm thinking... Patrol and it's ilk will end up with Compuware since > it will give them a larger stack of monitoring tools. > Mainframe/Batch Management - IBM? That would make sense. The new Z's are > coming... sure would help to pick up some nice new batch management > technology to go with that shiny new hardware and make it part of the > Tivoli product line. > Service Management - BMC grew the business significantly (per the > financials yesterday)... and they need to transition to PaaS (for the > Enterprise, that's Remedy) to grow dramatically. That will require > investment and innovation (this is an optimistic scenario for ARlist)... > and an AppExchange like community (this group) to develop new offerings > that are needed to compete with ServiceNow (such as HR Call Center, > Facilities Management, etc...). This will require some heavy ARsystem work > as well (go Doug!) to make it MORE ready for the cloud. > > Remedyforce is the SaaS offering for small mid-size with the inferior PaaS > capabilies of Salesforce.com (proprietary Apex coding) and different price > point. > > The pessimistic scenario is that Remedy gets thrown o SAP or Oracle to > become another app that is part of those gianormous suites (like Oracle > EBS). > > However, this much is certain. There are going to be changes at some > point with new ownership. > > Now, please continue the speculation... This is a fun topic! > > > > For our latest product demonstrations, please visit – > http://www.youtube.com/user/northcraftanalytics > > Lee Cullom | 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 > > > THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS > HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A > CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND > NORTHCRAFT ANALYTICS LLC. > > -----Original Message----- > From: Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] On Behalf Of Jesse > Sent: Wednesday, May 08, 2013 10:29 AM > To: arslist@ARSLIST.ORG > Subject: Re: huh? financial news for bmc ? > > Depends on your definition of "successful" Bain makes money for stock > holders ... yes successful company??? well.... > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the > Answers Are, and have been for 20 years" > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the > Answers Are, and have been for 20 years" > > Private and confidential as detailed here: > http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot > access the link, please e-mail sender. > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > > Private and confidential as detailed here: > http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot > access the link, please e-mail sender. > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years"**** > > ** ** > > _ARSlist: "Where the Answers Are" and have been for 20 years_ **** > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
