So where do we stand.
1. Bain might buy BMC and Compuware.
a. BMC = the great Remedy engine, ITSM and number of Mainframe
products
b. Compuware = dynaTrace (a BSM product) and a number of Mainframe
products.
2. BMC support is getting better, but maybe that is so when Bain buys
BMC some support employees are not let go.
So doing some thinking and if this goes through, the new companies might
be..
1. BMC/Compuware Mainframe products
2. Service Desk/ITSM/Monitoring/Discovery Service
3. Cloud
And Remedy, sold to Oracle and licensed back.
Or Oracle buys everything other than the Mainframe products.
Now let's have a great weekend,
Howard
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
Sent: Friday, May 10, 2013 10:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?
**
Agreed,
Their support has REALLY started to step up and improve.
Matt P.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Raman Arora
Sent: Thursday, May 09, 2013 8:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?
**
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_
_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"
