Re: OT- BMC Support Doesn't
hm rubber suits (not going there) We can hose everyone off in the driveway or party in the yard... Unless it is "winter" and then it won't matter much! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, December 12, 2006 12:33 PM To: arslist@ARSLIST.ORG Subject: Re: OT- BMC Support Doesn't ** Somehow I think even dear Claire would blanch at having in her home a bunch of people who had been standing in rubber suits in Houston all day - maybe if it were an outdoor party...vry outdoor... Rick On 12/12/06, Will Du Chene <[EMAIL PROTECTED]> wrote: Adrian Cronauer was right AC - "We've got a special man in the audience today right now. It's Mr. Leo. He's a fashion consultant" LEO -"Thank you, i'm just very happy to be here. I want to tell you something." AC - "What's that?" LEO - "You know, this whole camouflage thing, for me, doesn't work really well." AC - "Why is that?" LEO - "Because if you go in the jungle, I can't see you. You know, it's like wearing stripes and plaid. For me, I want to do something different. You go in the jungle, make a statement. If you're going to fight, clash. You know what I mean?" Similarly - if there is a protest, protest with some style: wear a hazmat suit. It's catchy. It's what's in style from Paris this fall. Nothing says that something stinks like a six foot, rubber, yellow banana walking around. Hey, they even come in different colors! Blue. Yellow. Green. Buy one! Buy two! Accessorize your wardrobe: Get the matching black boots and gloves. A roll of duct tape is free with compliments of management on the sale of accessories. Then, after the party, head on over to Claire's place for the BBQ and a chance to set the respirator pack down... On Tue, December 12, 2006 10:26 am, Sanford, Claire wrote: > If you do, the party is at my house! I live about 15 mins from > "HomeBase"! > > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto: __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: OT- BMC Support Doesn't
Somehow I think even dear Claire would blanch at having in her home a bunch of people who had been standing in rubber suits in Houston all day - maybe if it were an outdoor party...vry outdoor... Rick On 12/12/06, Will Du Chene <[EMAIL PROTECTED]> wrote: Adrian Cronauer was right AC - "We've got a special man in the audience today right now. It's Mr. Leo. He's a fashion consultant" LEO -"Thank you, i'm just very happy to be here. I want to tell you something." AC - "What's that?" LEO - "You know, this whole camouflage thing, for me, doesn't work really well." AC - "Why is that?" LEO - "Because if you go in the jungle, I can't see you. You know, it's like wearing stripes and plaid. For me, I want to do something different. You go in the jungle, make a statement. If you're going to fight, clash. You know what I mean?" Similarly - if there is a protest, protest with some style: wear a hazmat suit. It's catchy. It's what's in style from Paris this fall. Nothing says that something stinks like a six foot, rubber, yellow banana walking around. Hey, they even come in different colors! Blue. Yellow. Green. Buy one! Buy two! Accessorize your wardrobe: Get the matching black boots and gloves. A roll of duct tape is free with compliments of management on the sale of accessories. Then, after the party, head on over to Claire's place for the BBQ and a chance to set the respirator pack down... On Tue, December 12, 2006 10:26 am, Sanford, Claire wrote: > If you do, the party is at my house! I live about 15 mins from > "HomeBase"! > > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer > Sent: Tuesday, December 12, 2006 8:42 AM > To: arslist@ARSLIST.ORG > Subject: Re: BMC Support Doesn't > > > Rick, some days, you're practically poetic. > > > Maybe we should march on Houston in protest. > > > J Meyer > > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook > Sent: Monday, December 11, 2006 6:50 PM > To: arslist@ARSLIST.ORG > Subject: Re: BMC Support Doesn't > > > ** > Shawn, you mentioned something that flicked a switch in my mind when you > were talking about the KBs as part of an ITIL process. My ITIL foundations > class featured the BMC Airport Simulator, led by Mr. Atwell Williams (both > of which I heartily recommend). The entire point of the simulation was to > show the value of pushing resolution data as close to the source of the > problem as was practical, with the goal to minimize outage times. Given > that, a stronger emphasis on self-service is a natural thing that is not > at odds with ITIL, but is being hamstrung by the limitations on the > self-service data we're allowed to see. > > BMC, if you're going to make us do more work ourselves, give us the > proper tools with which to do it. Open up the KB, and make it more usable, > starting with your base search criteria. Why on earth can I not select > "Remedy Help Desk", or "CMDB" on the full product list? If I > select Service Desk, I can only select v7.0, which must be what - 2% of the > installed ITSM base? How am I supposed to know how to find the KBs for > the other versions? For CMDB, I can only select products associated with > it - not the CMDB itself. This is indicative of the BMC folks trying to > do Remedy stuff - they just aren't up to the task. > > To do this the half-assed way it's currently being done serves neither > the customers nor the support staff well. To be honest, to really make it > work right, BMC would have to get out of the way of the Remedy people who > were pretty much doing it right before you came along. > > Rick > > > > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn > Sent: Monday, December 11, 2006 4:57 PM > To: arslist@ARSLIST.ORG > Subject: Re: BMC Support Doesn't > > > > ** > This is one of the flaws of most early ITIL adoptions I think. While in > ITIL everything is initiated and communicated through the Service Desk > as front line support, that doesn't mean that it has to be an organization > structure. There's no valid reason for them to limit the KBs as tightly > as another person in this thread mentioned, as that would help some of > these issues. Additionally, I think with better categorization of > incidents, they could probably route calls such as the bug you mentioned > faster. > > I do agree with BMC's idea of not necessarily having all calls go > automatically to the most experienced techs. You don't want to waste the > time of a level 2 person or an engineer with questions about how to turn > on log files or create users, that would be very inefficient and probably > bore them to tears and make them want to quit. The idea of having some > more detailed information on support users, a detailed profile to let the
Re: OT- BMC Support Doesn't
Adrian Cronauer was right AC - "We've got a special man in the audience today right now. It's Mr. Leo. He's a fashion consultant" LEO -"Thank you, i'm just very happy to be here. I want to tell you something." AC - "What's that?" LEO - "You know, this whole camouflage thing, for me, doesn't work really well." AC - "Why is that?" LEO - "Because if you go in the jungle, I can't see you. You know, it's like wearing stripes and plaid. For me, I want to do something different. You go in the jungle, make a statement. If you're going to fight, clash. You know what I mean?" Similarly - if there is a protest, protest with some style: wear a hazmat suit. It's catchy. It's what's in style from Paris this fall. Nothing says that something stinks like a six foot, rubber, yellow banana walking around. Hey, they even come in different colors! Blue. Yellow. Green. Buy one! Buy two! Accessorize your wardrobe: Get the matching black boots and gloves. A roll of duct tape is free with compliments of management on the sale of accessories. Then, after the party, head on over to Claire's place for the BBQ and a chance to set the respirator pack down... On Tue, December 12, 2006 10:26 am, Sanford, Claire wrote: > If you do, the party is at my house! I live about 15 mins from > "HomeBase"! > > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer > Sent: Tuesday, December 12, 2006 8:42 AM > To: arslist@ARSLIST.ORG > Subject: Re: BMC Support Doesn't > > > Rick, some days, you're practically poetic. > > > Maybe we should march on Houston in protest. > > > J Meyer > > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook > Sent: Monday, December 11, 2006 6:50 PM > To: arslist@ARSLIST.ORG > Subject: Re: BMC Support Doesn't > > > ** > Shawn, you mentioned something that flicked a switch in my mind when you > were talking about the KBs as part of an ITIL process. My ITIL foundations > class featured the BMC Airport Simulator, led by Mr. Atwell Williams (both > of which I heartily recommend). The entire point of the simulation was to > show the value of pushing resolution data as close to the source of the > problem as was practical, with the goal to minimize outage times. Given > that, a stronger emphasis on self-service is a natural thing that is not > at odds with ITIL, but is being hamstrung by the limitations on the > self-service data we're allowed to see. > > BMC, if you're going to make us do more work ourselves, give us the > proper tools with which to do it. Open up the KB, and make it more usable, > starting with your base search criteria. Why on earth can I not select > "Remedy Help Desk", or "CMDB" on the full product list? If I > select Service Desk, I can only select v7.0, which must be what - 2% of the > installed ITSM base? How am I supposed to know how to find the KBs for > the other versions? For CMDB, I can only select products associated with > it - not the CMDB itself. This is indicative of the BMC folks trying to > do Remedy stuff - they just aren't up to the task. > > To do this the half-assed way it's currently being done serves neither > the customers nor the support staff well. To be honest, to really make it > work right, BMC would have to get out of the way of the Remedy people who > were pretty much doing it right before you came along. > > Rick > > > > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn > Sent: Monday, December 11, 2006 4:57 PM > To: arslist@ARSLIST.ORG > Subject: Re: BMC Support Doesn't > > > > ** > This is one of the flaws of most early ITIL adoptions I think. While in > ITIL everything is initiated and communicated through the Service Desk > as front line support, that doesn't mean that it has to be an organization > structure. There's no valid reason for them to limit the KBs as tightly > as another person in this thread mentioned, as that would help some of > these issues. Additionally, I think with better categorization of > incidents, they could probably route calls such as the bug you mentioned > faster. > > I do agree with BMC's idea of not necessarily having all calls go > automatically to the most experienced techs. You don't want to waste the > time of a level 2 person or an engineer with questions about how to turn > on log files or create users, that would be very inefficient and probably > bore them to tears and make them want to quit. The idea of having some > more detailed information on support users, a detailed profile to let them > know that you are experienced enough to automatically route the > ticket/call to level 2 or at least some of the more advanced level 1 > people is good though. There was an ITIL-related session of the > pre-tutorials at the UserWorld this year where the gentl
