Re: BMC Support / On Site Visits
Premier Support does do onsite visits for customers On Wed, Jan 21, 2015 at 1:57 PM, Ray Gellenbeck < ray.gellenb...@redmangollc.com> wrote: > 1. The recent posts on this thread are a bit of a topic hijack. Let's > reign it in? > > 2. The original hijack question was whether anyone had a positive > experience with PD. The forum was silent to that question. You have the > answer to that question. > > 3. The *original* question was a good one, but the answer is equally > universal. For a brief time, BMC tried to present a "technical rep" to a > previous client site I worked at, but when the topics got into actual > broken product issues instead of the easier bunny-hop stuff that could be > answered in a simple inquiry ticket to BMC Support, the "rep" backed off > and claimed to be more of a design/consulting resource, not an > account-dedicated go-to for technical problems, which was what was > originally pitched. > > That being said, your sales rep is your sole face to BMC. Lots of others > might sit in on con-calls, especially if you are having issues with a > portion of their service. The Remedy OnDemand to a previous client was in > a challenged state to the point where monthly "Executive Overview" calls > were scheduled that included the lead for Support and the lead for > OnDemand, but after a couple months, those leads were "unable to attend" > and it devolved back down to another call with the sales rep and the Remedy > OnDemand account rep/contact. Not trying to bash, just giving it un-washed > and honest. > > I think BMC is praying hard on the newer interface to be a silver bullet, > but they clearly have some room for improvement on the client relationship > and support model, at least on some of their products that I work with > regularly. You can make all the cool whiz-bang stuff in the world, but if > your customer base is feeling soured from past experiences in support > and/or relationship maintenance, your only buyers for the new toys will be > new customers because the rest will feel "once bitten, twice shy." > > /endsoapbox > > > ___ > 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"
Re: BMC Support / On Site Visits
1. The recent posts on this thread are a bit of a topic hijack. Let's reign it in? 2. The original hijack question was whether anyone had a positive experience with PD. The forum was silent to that question. You have the answer to that question. 3. The *original* question was a good one, but the answer is equally universal. For a brief time, BMC tried to present a "technical rep" to a previous client site I worked at, but when the topics got into actual broken product issues instead of the easier bunny-hop stuff that could be answered in a simple inquiry ticket to BMC Support, the "rep" backed off and claimed to be more of a design/consulting resource, not an account-dedicated go-to for technical problems, which was what was originally pitched. That being said, your sales rep is your sole face to BMC. Lots of others might sit in on con-calls, especially if you are having issues with a portion of their service. The Remedy OnDemand to a previous client was in a challenged state to the point where monthly "Executive Overview" calls were scheduled that included the lead for Support and the lead for OnDemand, but after a couple months, those leads were "unable to attend" and it devolved back down to another call with the sales rep and the Remedy OnDemand account rep/contact. Not trying to bash, just giving it un-washed and honest. I think BMC is praying hard on the newer interface to be a silver bullet, but they clearly have some room for improvement on the client relationship and support model, at least on some of their products that I work with regularly. You can make all the cool whiz-bang stuff in the world, but if your customer base is feeling soured from past experiences in support and/or relationship maintenance, your only buyers for the new toys will be new customers because the rest will feel "once bitten, twice shy." /endsoapbox ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: BMC Support / On Site Visits
Agreed. Here are my 2 cents : 1. BPM tools are generally do not have UI playground. They are designed for "Business Process Modelling" Thus, one might not alter UI behaviour or add new forms, but one might significantly build a business process superfast. 2. Many a times, processes given by business and "we the developers" who implement it - we have a large gap. We cannot even understand each other and BPM tools are great way by bridging this gap to a certain extend. 3. Each tool requires time to evolve. PD is not widely used tool, but part of the reason is also in reluctance to try out new things. To me PD offers Transparency of the code that filters are so desperately lagging. We should not confuse PD - thinking with it we can build complete application. PD helps in a great way to *extend* applications, to standardize processes across company, to help automating processes. Some of the PD use cases : * Take SRM Services off line for a service outage requested in a Change Request. * New Hire On boarding * Off-boarding * IT Process like Printer Problem Resolution * Complex Approval Flow * Request or order service like new cell phone or development VM * Travel Request * HR Processes * Major Incident Handling * Incident - Create a Problem Investigation when multiple Incidents are created for the same service in the same day. Please help me with your thoughts around it. -Raj From: John Baker-4 [via ARS (Action Request System)] [mailto:ml-node+s1n120353...@n7.nabble.com] Sent: Friday, January 16, 2015 21:35 To: Hiremath, Raj Subject: BMC Support / On Site Visits > I don't think BMC is any better or worse than these other platforms in terms > of trying to make simple flowcharts create complex code behind the scenes. Plenty of companies have tried to build these tools and they have almost all ended in producing poor quality solutions. Even the Java world has been subjected to Business Process Management tools written in crappy Eclipse plugins, trying to solve problems that a half decent developer could solve in a few minutes with a standard Eclipse IDE and Java or Python. The tools available for writing source code gets easier to use on an almost daily basis, so why try to fight the mainstream approach to solving problems? Give me an hour and I'll produce a highly scalable, transactional, Java application that works with three common databases, because the Spring framework has made life so easy for me. When I picked up my Java tools in 1997, this task was pretty much impossible. Same language, 15 years of progress, and such problems are no more. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> "Where the Answers Are, and have been for 20 years" If you reply to this email, your message will be added to the discussion below: http://ars-action-request-system.1.n7.nabble.com/BMC-Support-On-Site-Visits-tp120353.html To start a new topic under ARS (Action Request System), email ml-node+s1n2...@n7.nabble.com<mailto:ml-node+s1n2...@n7.nabble.com> To unsubscribe from ARS (Action Request System), click here<http://ars-action-request-system.1.n7.nabble.com/template/NamlServlet.jtp?macro=unsubscribe_by_code&node=2&code=UmFqYXNoZWtoYXJfSGlyZW1hdGhAYm1jLmNvbXwyfC0xNDIxMzkxMzE0>. NAML<http://ars-action-request-system.1.n7.nabble.com/template/NamlServlet.jtp?macro=macro_viewer&id=instant_html%21nabble%3Aemail.naml&base=nabble.naml.namespaces.BasicNamespace-nabble.view.web.template.NabbleNamespace-nabble.view.web.template.NodeNamespace&breadcrumbs=notify_subscribers%21nabble%3Aemail.naml-instant_emails%21nabble%3Aemail.naml-send_instant_email%21nabble%3Aemail.naml> - -rAJ -- View this message in context: http://ars-action-request-system.1.n7.nabble.com/BMC-Support-On-Site-Visits-tp120353p120354.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
BMC Support / On Site Visits
> I don't think BMC is any better or worse than these other platforms in terms > of trying to make simple flowcharts create complex code behind the scenes. Plenty of companies have tried to build these tools and they have almost all ended in producing poor quality solutions. Even the Java world has been subjected to Business Process Management tools written in crappy Eclipse plugins, trying to solve problems that a half decent developer could solve in a few minutes with a standard Eclipse IDE and Java or Python. The tools available for writing source code gets easier to use on an almost daily basis, so why try to fight the mainstream approach to solving problems? Give me an hour and I'll produce a highly scalable, transactional, Java application that works with three common databases, because the Spring framework has made life so easy for me. When I picked up my Java tools in 1997, this task was pretty much impossible. Same language, 15 years of progress, and such problems are no more. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: BMC Support / On Site Visits
I don't want to be "that guy" who complains all the time, but on 7.6.4 is completely hosed my system and there were a lot of headaches in fixing Tasks so that ITSM would be usable again. The only reason I installed it was because a BMC technical sales guy told me that it might allow me to get around an issue (which I still have on 8.1) where I can't change the Class field on a Change Request and have it apply the new process flow. With 8.1, it didn't cause as many problems, but I seem to recall it not playing well with the upgrade and we had to reinstall it after applying a patch, but we don't really use it so it was unnecessary extra work. I've taken BMC's Process Designer course, but I can't come up with a use case where I need it. I'm also not sure if it will be compatible with My IT or Smart IT (I don't think it is today based on what I've read) so it isn't at a place where I can use it to replace form overlays and Active Links for ITSM, using it is basically optional in ITSM so you can't for example create custom fields in it and force those to be completed to close out an Incident, and it feels too much like an external bolt-on for SRM. Interestingly, we have a similar tool for SharePoint and it seems to have its share of problems. From what I've seen of certain unnamed ITSM platforms that have similar GUI tools, you can do very little with them and you end up writing most of your custom code in JavaScript. I don't think BMC is any better or worse than these other platforms in terms of trying to make simple flowcharts create complex code behind the scenes. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Raj Sent: Friday, January 16, 2015 8:25 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Support / On Site Visits ** On a different note, is there anyone who actually had a good experience with Remedy Process Designer? -Raj -rAJ ________ View this message in context: RE: BMC Support / On Site Visits<http://ars-action-request-system.1.n7.nabble.com/BMC-Support-On-Site-Visits-tp120348p120349.html> Sent from the ARS (Action Request System) mailing list archive<http://ars-action-request-system.1.n7.nabble.com/> at Nabble.com. _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 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"
Re: BMC Support / On Site Visits
On a different note, is there anyone who actually had a good experience with Remedy Process Designer? -Raj - -rAJ -- View this message in context: http://ars-action-request-system.1.n7.nabble.com/BMC-Support-On-Site-Visits-tp120348p120349.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
BMC Support / On Site Visits
> Beyond that, I don’t really mind BMC not inviting us out to lunch as much as > they used to. It just means I don’t have to spend an hour pretending to be > interested in () lol. :-) John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: BMC Support / On Site Visits
Currently, we have a support partner and I have not had the privilege of getting to know him well (our manager mostly handles that). But in my previous job I was the point of contact for sales, and I must say I have not met a account rep that was not now always taking the time out to call and chit chat. I have been working with Remedy since 2005 (so still a newbie), but I have done business with cMango/Wipro, Column, and BMC. Maybe it was luck of the draw, but my Acct reps from all those (partners included) were awesome. I've always had good experiences with BMC (non support related), maybe it was because my acct rep just worked the federal sectors (I worked in the public school system). He was based in Austin, but always called once every 2 weeks or came to visit. Not all were sales pitches and we became very good friends to this day. The account reps from my support partners has been equally awesome. I guess these relationships grew, it may have started out as a sales agreement at first, but we made sure it fostered. In a way, it was both ways. And it came to the point where there was trust and honesty. I believe BMC is on the right track now with the Customer Connect area, and the focus on Customer relationship. On the other hand, support issues is another story.. I've had bad experiences with BMC and Column. BMC tries, but I think with the off-shored resources they just don't get me. They are good coders, but just takes time to communicate your issues and get a resolution. Column, a few times I did seek help, showed a sense of arrogance, which I did not like (especially being new to Remedy). Now I get most of my ideas and vision from the WWRUG or forums such as this. Shawn, yes we do need a Houston RUG, I am up for it.. On Fri, Jan 16, 2015 at 6:59 AM, Pierson, Shawn < shawn.pier...@energytransfer.com> wrote: > ** > > In your email you noted that you’ve been working with Remedy more than 15 > years. I’ve been at this a while too, and from what I’ve seen, it’s not so > much of an evolution of BMC, the Remedy tool, or anything external, it’s > more a change in myself. > > > > If I were stuck figuring out whether it is a better idea to do a Push > Fields action on a Filter or Active link, like when I first started using > Remedy, I could ask the ARSList and I would get quick responses that would > be very helpful. At the same time, most of the support issues I’d have to > deal with BMC on were solvable by them because they all had more experience > than I did with the tool. I’d also be able to attend training and events > and learn lots of new things that I could quickly apply because I had no > clue prior to that. > > > > At this point, the issues I run into tend to be software defects or me > trying to be an early adopter with something that not everyone is ready for > yet (both of these are usually related.) I’ve got My IT and Smart IT > projects for this year, and our Smart IT project is basically supposed to > kick off the moment the next version is released. I don’t think I’ll be > able to approach the ARSList or BMCDN about those issues and get a quick > response simply because the user base of that yet unreleased version of > Smart IT will be too small. BMC support will also not know how to resolve > these potential issues, nor will my BMC sales team. What I can rely on > them for is to escalate my issue past support and into engineering. > > > > Beyond that, I don’t really mind BMC not inviting us out to lunch as much > as they used to. It just means I don’t have to spend an hour pretending to > be interested in sports and Process Designer once a quarter at a generic > corporate-style restaurant. I would like to see more local user groups pop > up, and I heard there’s supposed to be one in in my city next week but I > never heard back from the originator of it. Those are really where you get > a better handle on what’s going on in the world of Remedy. > > > > Thanks, > > > > *Shawn Pierson * > > Remedy Developer | Energy Transfer > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *BradRemedy > *Sent:* Friday, January 16, 2015 3:43 AM > *To:* arslist@ARSLIST.ORG > *Subject:* BMC Support / On Site Visits > > > > ** > > Hi > > > > I wanted to know how often do you guys, as customers, get to see your BMC > representatives? I am not talking about your support partner (although i am > interested also to know this) but your actual BMC representative? > > > > I was always under the impression that you should see them every few > months, and not a sales call to see what other products that can push over > the fence, but proper visits to find out how you are doing, what you a
Re: BMC Support / On Site Visits
In your email you noted that you’ve been working with Remedy more than 15 years. I’ve been at this a while too, and from what I’ve seen, it’s not so much of an evolution of BMC, the Remedy tool, or anything external, it’s more a change in myself. If I were stuck figuring out whether it is a better idea to do a Push Fields action on a Filter or Active link, like when I first started using Remedy, I could ask the ARSList and I would get quick responses that would be very helpful. At the same time, most of the support issues I’d have to deal with BMC on were solvable by them because they all had more experience than I did with the tool. I’d also be able to attend training and events and learn lots of new things that I could quickly apply because I had no clue prior to that. At this point, the issues I run into tend to be software defects or me trying to be an early adopter with something that not everyone is ready for yet (both of these are usually related.) I’ve got My IT and Smart IT projects for this year, and our Smart IT project is basically supposed to kick off the moment the next version is released. I don’t think I’ll be able to approach the ARSList or BMCDN about those issues and get a quick response simply because the user base of that yet unreleased version of Smart IT will be too small. BMC support will also not know how to resolve these potential issues, nor will my BMC sales team. What I can rely on them for is to escalate my issue past support and into engineering. Beyond that, I don’t really mind BMC not inviting us out to lunch as much as they used to. It just means I don’t have to spend an hour pretending to be interested in sports and Process Designer once a quarter at a generic corporate-style restaurant. I would like to see more local user groups pop up, and I heard there’s supposed to be one in in my city next week but I never heard back from the originator of it. Those are really where you get a better handle on what’s going on in the world of Remedy. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy Sent: Friday, January 16, 2015 3:43 AM To: arslist@ARSLIST.ORG Subject: BMC Support / On Site Visits ** Hi I wanted to know how often do you guys, as customers, get to see your BMC representatives? I am not talking about your support partner (although i am interested also to know this) but your actual BMC representative? I was always under the impression that you should see them every few months, and not a sales call to see what other products that can push over the fence, but proper visits to find out how you are doing, what you are working on, any concerns / questions, can they help or offer advice etc or just for a "hay I was in the area and thought I would stop in for some coffee with you". Lately I have become increasing frustrated with BMC Software. I have been working on remedy for close to 15 years and before I joined a customer I was a consultant for a support company that sold the remedy solution. I would look after customers and would do monthly calls on them to see how they are doing, what their plans are, how we could help etc etc - and from that I earned their trust and built up a relationship with them that lead me to more work etc. We are busy with our upgrade to ITSM 8 and are looking at using Smart IT etc and sometimes we feel that we are alone in this upgrade. I rely alot on this ARSList and the BMC Documentation site for the information I need and while i don't mind doing the research it would be nice to feel like BMC are with us on this - that they understand that if we get this upgrade and roll out of ITSM and SmartIT done perfectly that they benefit as the company gains trust from them which can potentially lead to more sales etc. So - how are you guys finding the overall support and assistance form BMC ? Do you carry on by yourself or do you find that you also have to beg for some tender loving care ? Cheers Brad _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 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"
Re: BMC Support / On Site Visits
Hi Thanks for that reply - i appreciate it. I understand what you are saying about the sales stuff. I am going to get into the BMC Customer Connect Program and will make sure I get in touch with other customers. Thanks again Cheers Brad On Fri, Jan 16, 2015 at 1:11 PM, Tauf Chowdhury wrote: > Brad, > Let's be honest. The BMC "rep" is a sales rep. They are in the business of > selling you stuff, or getting you to think about buying stuff in the > future. Their visits will coincide with your company's fiscal year, and > their schedules are planned out in advance. > Depending on the size of your organization and how much $$$ you have > invested, you may receive more or less "love." This is something that also > differs from territory to territory for the sales team. This is the > business in general and not just BMC. > Now, if you are looking to connect with other customers and really get to > know others in your situation so you don't feel "alone" in your upgrade, it > would be a great idea for you to look into the BMC Customer Connect > program. They have folks that will get an idea of what products you use and > what you're trying to do and get you in touch with other customers in their > network who are doing or have done similar things. They are like a BMC > customer matchmaking service. Once they out you in contact, they take an > objective view of the whole thing. > I've CC'd 2 of the people from the program that I work with a lot and they > are really helpful and can give you more info. > Hope this helps dude! > Just in case you don't see them in the CC, the BMC employees that I deal > with are: > Kim Ellis and Beth McDaniel. > > > Sent from my iPhone > > > On Jan 16, 2015, at 4:42 AM, BradRemedy wrote: > > > > ** > > Hi > > > > I wanted to know how often do you guys, as customers, get to see your > BMC representatives? I am not talking about your support partner (although > i am interested also to know this) but your actual BMC representative? > > > > I was always under the impression that you should see them every few > months, and not a sales call to see what other products that can push over > the fence, but proper visits to find out how you are doing, what you are > working on, any concerns / questions, can they help or offer advice etc or > just for a "hay I was in the area and thought I would stop in for some > coffee with you". > > > > Lately I have become increasing frustrated with BMC Software. I have > been working on remedy for close to 15 years and before I joined a customer > I was a consultant for a support company that sold the remedy solution. I > would look after customers and would do monthly calls on them to see how > they are doing, what their plans are, how we could help etc etc - and from > that I earned their trust and built up a relationship with them that lead > me to more work etc. > > > > We are busy with our upgrade to ITSM 8 and are looking at using Smart IT > etc and sometimes we feel that we are alone in this upgrade. I rely alot on > this ARSList and the BMC Documentation site for the information I need and > while i don't mind doing the research it would be nice to feel like BMC are > with us on this - that they understand that if we get this upgrade and roll > out of ITSM and SmartIT done perfectly that they benefit as the company > gains trust from them which can potentially lead to more sales etc. > > > > So - how are you guys finding the overall support and assistance form > BMC ? Do you carry on by yourself or do you find that you also have to beg > for some tender loving care ? > > > > Cheers > > Brad > > _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" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: BMC Support / On Site Visits
Brad, Let's be honest. The BMC "rep" is a sales rep. They are in the business of selling you stuff, or getting you to think about buying stuff in the future. Their visits will coincide with your company's fiscal year, and their schedules are planned out in advance. Depending on the size of your organization and how much $$$ you have invested, you may receive more or less "love." This is something that also differs from territory to territory for the sales team. This is the business in general and not just BMC. Now, if you are looking to connect with other customers and really get to know others in your situation so you don't feel "alone" in your upgrade, it would be a great idea for you to look into the BMC Customer Connect program. They have folks that will get an idea of what products you use and what you're trying to do and get you in touch with other customers in their network who are doing or have done similar things. They are like a BMC customer matchmaking service. Once they out you in contact, they take an objective view of the whole thing. I've CC'd 2 of the people from the program that I work with a lot and they are really helpful and can give you more info. Hope this helps dude! Just in case you don't see them in the CC, the BMC employees that I deal with are: Kim Ellis and Beth McDaniel. Sent from my iPhone > On Jan 16, 2015, at 4:42 AM, BradRemedy wrote: > > ** > Hi > > I wanted to know how often do you guys, as customers, get to see your BMC > representatives? I am not talking about your support partner (although i am > interested also to know this) but your actual BMC representative? > > I was always under the impression that you should see them every few months, > and not a sales call to see what other products that can push over the fence, > but proper visits to find out how you are doing, what you are working on, any > concerns / questions, can they help or offer advice etc or just for a "hay I > was in the area and thought I would stop in for some coffee with you". > > Lately I have become increasing frustrated with BMC Software. I have been > working on remedy for close to 15 years and before I joined a customer I was > a consultant for a support company that sold the remedy solution. I would > look after customers and would do monthly calls on them to see how they are > doing, what their plans are, how we could help etc etc - and from that I > earned their trust and built up a relationship with them that lead me to more > work etc. > > We are busy with our upgrade to ITSM 8 and are looking at using Smart IT etc > and sometimes we feel that we are alone in this upgrade. I rely alot on this > ARSList and the BMC Documentation site for the information I need and while i > don't mind doing the research it would be nice to feel like BMC are with us > on this - that they understand that if we get this upgrade and roll out of > ITSM and SmartIT done perfectly that they benefit as the company gains trust > from them which can potentially lead to more sales etc. > > So - how are you guys finding the overall support and assistance form BMC ? > Do you carry on by yourself or do you find that you also have to beg for some > tender loving care ? > > Cheers > Brad > _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"
BMC Support / On Site Visits
Hi I wanted to know how often do you guys, as customers, get to see your BMC representatives? I am not talking about your support partner (although i am interested also to know this) but your actual BMC representative? I was always under the impression that you should see them every few months, and not a sales call to see what other products that can push over the fence, but proper visits to find out how you are doing, what you are working on, any concerns / questions, can they help or offer advice etc or just for a "hay I was in the area and thought I would stop in for some coffee with you". Lately I have become increasing frustrated with BMC Software. I have been working on remedy for close to 15 years and before I joined a customer I was a consultant for a support company that sold the remedy solution. I would look after customers and would do monthly calls on them to see how they are doing, what their plans are, how we could help etc etc - and from that I earned their trust and built up a relationship with them that lead me to more work etc. We are busy with our upgrade to ITSM 8 and are looking at using Smart IT etc and sometimes we feel that we are alone in this upgrade. I rely alot on this ARSList and the BMC Documentation site for the information I need and while i don't mind doing the research it would be nice to feel like BMC are with us on this - that they understand that if we get this upgrade and roll out of ITSM and SmartIT done perfectly that they benefit as the company gains trust from them which can potentially lead to more sales etc. So - how are you guys finding the overall support and assistance form BMC ? Do you carry on by yourself or do you find that you also have to beg for some tender loving care ? Cheers Brad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
