Invite your management and Doug Mueller to have a discussion together. If Doug cannot reassure them it can be done, no one can.
Susan On Fri, Oct 18, 2013 at 10:42 AM, Pierson, Shawn < shawn.pier...@energytransfer.com> wrote: > ** > > I agree with the suggestion from Tauf. It sounds to me like Remedy is > being set up to fail in your organization, and you can extrapolate whether > that impacts your job or not. If you otherwise like your company, see if > you can find someone logical in the circle of decision makers, schedule an > hour to talk to them about overlays, BMC’s best practices, etc. and > convince them to become your champion. There’s no way to override or > change the minds of people higher than you who don’t trust in your > knowledge and expertise.**** > > ** ** > > One of the primary reasons I’ve stuck with the company I work for now is > that I can have discussions with I.T. management and while we may not > always agree, they defer technical decisions to the people that actually > understand the technology.**** > > ** ** > > Thanks,**** > > * * > > *Shawn Pierson * > > Remedy Developer | Energy Transfer**** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Koyb P. Liabt > *Sent:* Friday, October 18, 2013 10:06 AM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Customization**** > > ** ** > > ** **** > > ****** > > We are on AR System/ITSM 7.6.4 and I have explained to the team that we > have overlays which manages these code changes. The reply was "No code > changes - and BMC has to fix their application." (oh brother)**** > > **** > > ** ** > > *From:* Action Request System discussion list(ARSList) [ > mailto:arslist@ARSLIST.ORG <arslist@ARSLIST.ORG>] *On Behalf Of *Tauf > Chowdhury > *Sent:* Friday, October 18, 2013 9:41 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Customization**** > > ** ** > > ** **** > > What version are you on? In the newer versions, BMC has made it "easier" > to customize the system and every version, they try to take more and more > customer "customizations" and make them something you can configure within > the tool. So I guess the first question is if you are on a version that > supports overlays (7.6.04 +). **** > > It may then be a good idea to get in touch with your company's sales guy > and explain to him the negative opinion everyone has about the product and > said comments about the "no customization" rule. I'm sure the sales person > will be interested in smoothing things over if he cares about doing more > business. Ask him/her to set up a meeting with product management and have > a real, in person, discussion with them about the direction of the product > and what you should/shouldn't do. **** > > Worst case scenario, hit the job market. Sounds like a crappy environment > to work in. There are plenty of great opportunities out there. I believe > Unisys is hiring.**** > > Hope this helps.**** > > ** ** > > On Fri, Oct 18, 2013 at 9:32 AM, Koyb P. Liabt <tekkyto...@aol.com> wrote: > **** > > ** **** > > Hi,**** > > **** > > We have a serious issue. Our company has strictly mandated that no > customizations be made to our ITSM system - unless BMC does it via a > "Hotfix." Management states that BMC informed them "not to customize." (I > believe it's more than an issue related to upgrades - not sure what all was > communiccated). As result, whenever there is a change that needs to be > made - their position is.." it's BMC's responsibility to fix their > application." For example, if there are OOB fields marked as 'optional" > and our company wants the fields to be "required" - then the oweness is on > BMC to fix it. This is what our company calls "a broken piece of code that > needs a hotfix." (how absurd). Internal developers are to administer the > data and are not able to create a form, add a field, create an active link, > filter etc - it might "break Remedy more." Only four filters were created > over the two years from our team. To make a code change, it > requires several pages of an essay detailing why we need this new code, > weeks of meetings to discuss the filter, Sr. Management must be notified, > then go through the CAB review board, etc.... **** > > **** > > Unfortunately, because of this "no customize" delusion, our > company views the ITSM OOB applications as "junk" because it does not meet > requirements that continually change as we mature as a company. Harsh > statements are daily communicated throughout our company over these > issues. Whenever a field and/or workflow does not match their "wish > list" - almost every meeting, people are walking around complaining that > the "tool just does not work." This is so far from the truth! I have > explained many times the concept of "software development application" and > "developer." BMC packaged ITSM based on industry standard (and other > factors) that contains software development applications that supports IT > Service Management. BMC cannot predict which fields you want to be > required in every single case. Each company is different. Yes, > standardize as much as possible, however if you need to modify the code to > fit your business requirement - then do so. ** ** > > **** > > I spoke with BMC technical support and asked the technician what is BMC > communicating regarding customizations - because our Sr. Management is > stating BMC warned them not to customize. The BMC tech informed me that we > should not customize ITSM. ?? Where on earth is this coming from?**** > > **** > > If I needed to change the field from a numerical "9" to the word "nine" on > a form - the decision makers on our team would flip out. The reality is, > we have a great need to create tables to manage data and for integrations - > however we cannot :( **** > > **** > > _ARSlist: "Where the Answers Are" and have been for 20 years_**** > > > > **** > > ** ** > > -- > *Tauf Chowdhury***** > > _ARSlist: "Where the Answers Are" and have been for 20 years_ **** > > _ARSlist: "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 hyperlink, please e-mail sender. > _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"
