**** Actually I was chiming in as a reply to another person who had mentioned Doug. Although yes I think it would be great if he did speak with them - I would NEVER ask Doug to speak to our team. This is not Doug's obligation. However, yes I do think he would be very influential in this situation. When I hear Doug speak - I am very much persuaded, and his communication has been crystal clear to me. Our Management decision makers are technical Managers (i.e. software / infrastructure / architects etc) so we need a heavy hitter on the technical side. Our company is large. It's unfortunate that this miscommunication is happening, and the adverse info is being communicated through our organization about a good product. Our Account rep does not have the type of relationship with our Management in which they would even listen. ** From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of richard....@bwc.state.oh.us Sent: Monday, October 21, 2013 7:33 AM To: arslist@ARSLIST.ORG Subject: Re: Customization ** Just asking, but “why Doug” in these situations? Where is your local salesperson or technical person. Don’t you get periodic visits from them or have access to the regional tech person? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt Sent: Friday, October 18, 2013 5:56 PM To: _arslist@ARSLIST.ORG_ (mailto:arslist@ARSLIST.ORG) Subject: Customization ** **
That's a scary thought. I hope they do not have this point of view with any other application. It's unfortunate because BMC is a really good product, however our Managers are sending out this bad publicity due to a lack of understanding of the BMC products. When I try to explain - it's like talking to sheet rock. Nice people, but I'm not sure why they are not listening to the professional recommendations the BMC SMEs that they hire. Meanwhile we have all these great BMC tools and we are not leveraging the technology. A year ago, I created 1 field in a regular table. I heard noise about it of course - my phone was ringing right away. I was told this new field made them really "nervous" and code changes are not allowed - contact BMC for a hotfix instead. I'm still trying to wrap my mind around this. I wish Doug would have a chat with them. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist Sent: Friday, October 18, 2013 4:35 PM To: _arslist@ARSLIST.ORG_ (mailto:arslist@ARSLIST.ORG) Subject: Re: Customization ** Does your company have the same unrealistic view of all application software or only BMC’s? Feels like a Friday type thread, only a Dilbert version of it. Dan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt Sent: October 18, 2013 11:06 AM To: _arslist@ARSLIST.ORG_ (mailto: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] On Behalf Of Tauf Chowdhury Sent: Friday, October 18, 2013 9:41 AM To: _arslist@ARSLIST.ORG_ (mailto: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 <_Tekkytommy@aol.com_ (mailto: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_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. 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