Very nicely said, Shawn. I worked in a place where the Remedy ITSM system was not properly staffed and was having several outages on a daily basis. A lot of money had been invested into the system and the results were not what they expected. When I joined that company, I was given notice that they were considering HP's ITSM as a replacement if I didn't get current system fixed ASAP. I explained that they simply had a resource issue and that their strategy was like replacing a detuned Mercedes Benz with a Yugo. Did they want a piece of junk or the finest automobile on the market? I told them that they just needed a good mechanic to fix their Benz, which is what happened. A lack of proper resources was the main issue, not the application itself.
-----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Tuesday, March 11, 2014 8:22 AM To: arslist@ARSLIST.ORG Subject: Re: BMC should have made upgrades easier - Customers loosing interests With BMC having a much larger market share that's to be expected though isn't it? Also, the companies I've seen that go BMC -> SNOW generally follow a pattern like this: 1) Company is on an old version of ARS with custom apps and an understaffed development team. 2) Company decides to try the latest release of BMC's ITSM, don't train their team or replace them with experienced ITSM administrators. 3) They get ITSM into production after a lot of pain and agony, with the ARS developer being unable to adapt to working with ITSM, and the owners of the ITSM processes not having an understanding of ITIL. 4) Service Now comes along with a canned sales script that exploits knowledge of the preceding failure and promises to make everything better, and makes an easy sale. What happens next varies, because some people are happy with SNOW and stick with it. In the scenario above, it's dangerous for SNOW as well because most likely they get rid of their Remedy resource who was probably the closest person to understanding the concepts of IT Service Management, or they try to put them on SNOW without proper training and guidance from an experienced SNOW consultant and while it works for a while, they are unable to do as much with it as the sales person promised. As a result, they're just as likely to get upset at Service Now because things aren't magically happening perfectly after they spent all sorts of money and failed to deliver a second time. What ITSM software vendors don't usually tell you is that software is tertiary. If you have good processes and competent, experienced, well trained people first you could probably do ITSM with an Access database. If you have bad processes, or incompetent, untrained staff, you could spend millions on an ITSM solution and it still won't work. I've seen companies flail around going from custom ARS applications to SNOW to ITSM and still look for something new to go to because it's a lot easier to replace software than fix processes or educate and properly place your staff. Nowhere that I've worked, mind you, but it does happen. :-) Thanks, Shawn Pierson Remedy Developer | Energy Transfer -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of stephen leith Sent: Tuesday, March 11, 2014 5:52 AM To: arslist@ARSLIST.ORG Subject: Re: BMC should have made upgrades easier - Customers loosing interests There aren't many moving from snow to bmc. It's more common the other way around. Kind regards. Stephen Leith > On 10 Mar 2014, at 20:32, "James Smith" <bmcremedyarslis...@gmail.com> wrote: > > I have seen the service now UI, they have everything on singe UI say user > access, import and export, workflow development. UI is mot attractive and its > very clumsy. > > Its very though for the non programmers to develop workflows or do > customizations as at some point you need to know java scripting. > > In remedy, customizations and integrations are very simple. You have a great > tool (Developer Studio) to do all customizations which is pretty cool and I > like it. > > But as I said customers dnt see this. As per the last two posts from shown > and jejus, it seems that upgrades are failing due to lack of knowlege of the > person doing things. > > I am eager to hear the stories of client who moved from SNow to Remedy. > > ______________________________________________________________________ > _________ 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" Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
