Re: Remedy OnDemand - SaaS platform discussion
2010/11/17 Carey Matthew Black : > > I also think that BMC could be able to offer a similar "skeleton" web > service that would allow for asynchronous processing too. (Pass out a > transaction key that the customer side would later login to their ARS > and pass back the results when their code finishes to resume the > processing on the ARS side..) Asynchronous processing will be added in a future release . (as usual, Doug M could not give any furter release information...) Doing asynchronous processing today using the CAI plugin interface. -- J ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Remedy OnDemand - SaaS platform discussion
Very interesting... Have you seen Kinetic Task? Basically an asynchronous task engine that runs similar to how you describe. It can run on the same server as ARS or outside the server too. It allows you to eliminate many of the unnecessary steps that filters are currently doing in-phase and let's them run out of phase effectively improving user performance. Kinetic Task is a generic task engine to coordinate ARS workflow and non-ARS workflow across the enterprise. It was designed to address the exact case you mentioned - the ability to "customize" workflow but to manage the associated risk of doing so. (it is the back end processing engine of Kinetic Request 5.0) I have been dreaming of it for ten years - we have finally built it. So to get back to your comment/vision - yes I agree you can pull it off with some good design and a set of tools and processes. -John Sent from my iPad -- John Sundberg Kinetic Data, Inc. "Building a Better Service Experience" Recipient of the WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com On Nov 16, 2010, at 8:52 PM, Carey Matthew Black wrote: > Ok... so it has been a long time since I posted... Just a long time > Remedy hack with a few dreams here... ( AKA: A customer who thinks BMC > can) > > > But I wanted to throw out a few ideas on one of these threads... > > RE: > " >> Some even need a software to be installed on the server. How this would be >> addressed? > " > > I would suggest that given the filter plug-in design (and/or a Web > services integration) that a good generic interface should be possible > to allow customers to host "customer located interfaces" that could > interface with BMC hosted ARS servers. I do not doubt that it would > take some additional effort to implement that way. However it seems > reasonable that ARS filters could make an external call that would > "reach into" the customers server/Network and pass in the data needed > to trigger some process on that end of the connection. > > I think BMC should be able to offer a "skeleton" web service that > could allow for synchronous processing fairly easily with a stub of > "put customer code here". ( Maybe a few weeks of a developers time to > get the sample ready?) > > I also think that BMC could be able to offer a similar "skeleton" web > service that would allow for asynchronous processing too. (Pass out a > transaction key that the customer side would later login to their ARS > and pass back the results when their code finishes to resume the > processing on the ARS side..) > > And I will add that it should be possible to even have a plugin server > running on the customers side of the network link too. (So there are > many ways to solve this problem with existing ARS technologies. And do > not get me started on how other NON-ARS technologies could also be > used...) > > I see no reason why this kind of scenario could not be supported if > BMC wants to do it. > > -- > Carey Matthew Black > BMC Remedy AR System Skilled Professional (RSP) > ARS = Action Request System(Remedy) > > Love, then teach > Solution = People + Process + Tools > Fast, Accurate, Cheap Pick two. > > > > On Mon, Nov 15, 2010 at 10:32 AM, Brock, Anne wrote: >> ** >> >> Hi, Jiri - >> >> >> >> >> >> OS and database platforms – will the customers be able to choose which >> platform is used as many have existing integrations that depend on their >> current platforms. >> >> Anne: No - On Demand uses SQL Server 2008. We will work with >> customers on moving existing integrations. >> >> >> >> Some even need a software to be installed on the server. How this would be >> addressed? >> >> Anne: The onboarding team would work with the customers to >> decide if the s/w can be installed or not. This may be one of those areas >> that will mean On Premise is best for a customer, depending on what they are >> looking to install. >> >> >> >> Customizations – does this mean that before a customer can migrate to on >> demand platform all their customizations have to go through the >> certification process? Also, if the customer proposes a new customization, >> is there going to be an agreed time in which BMC completes the assessment? >> (i.e. how long the customer has to wait before they can provide the new >> functionality to the business). And what if the proposed customization is >> rejected? Is there any escalation process in place or would BMC suggest >> “correct” way of implementing the customization as part of the service? Or >> would the customer have to purchase consultancy from BMC to implement the >> customizations in the correct way? And finally, will the certification >> requests be charged to the customer or will they be part of the on demand >> service? >> >> Anne: I just sent over an email from Tony Myers on >> customizations; we will be coming out with a white paper. But yes, you can >>
Re: Remedy OnDemand - SaaS platform discussion
Ok... so it has been a long time since I posted... Just a long time Remedy hack with a few dreams here... ( AKA: A customer who thinks BMC can) But I wanted to throw out a few ideas on one of these threads... RE: " > Some even need a software to be installed on the server. How this would be > addressed? " I would suggest that given the filter plug-in design (and/or a Web services integration) that a good generic interface should be possible to allow customers to host "customer located interfaces" that could interface with BMC hosted ARS servers. I do not doubt that it would take some additional effort to implement that way. However it seems reasonable that ARS filters could make an external call that would "reach into" the customers server/Network and pass in the data needed to trigger some process on that end of the connection. I think BMC should be able to offer a "skeleton" web service that could allow for synchronous processing fairly easily with a stub of "put customer code here". ( Maybe a few weeks of a developers time to get the sample ready?) I also think that BMC could be able to offer a similar "skeleton" web service that would allow for asynchronous processing too. (Pass out a transaction key that the customer side would later login to their ARS and pass back the results when their code finishes to resume the processing on the ARS side..) And I will add that it should be possible to even have a plugin server running on the customers side of the network link too. (So there are many ways to solve this problem with existing ARS technologies. And do not get me started on how other NON-ARS technologies could also be used...) I see no reason why this kind of scenario could not be supported if BMC wants to do it. -- Carey Matthew Black BMC Remedy AR System Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Mon, Nov 15, 2010 at 10:32 AM, Brock, Anne wrote: > ** > > Hi, Jiri - > > > > > > OS and database platforms – will the customers be able to choose which > platform is used as many have existing integrations that depend on their > current platforms. > > Anne: No - On Demand uses SQL Server 2008. We will work with > customers on moving existing integrations. > > > > Some even need a software to be installed on the server. How this would be > addressed? > > Anne: The onboarding team would work with the customers to > decide if the s/w can be installed or not. This may be one of those areas > that will mean On Premise is best for a customer, depending on what they are > looking to install. > > > > Customizations – does this mean that before a customer can migrate to on > demand platform all their customizations have to go through the > certification process? Also, if the customer proposes a new customization, > is there going to be an agreed time in which BMC completes the assessment? > (i.e. how long the customer has to wait before they can provide the new > functionality to the business). And what if the proposed customization is > rejected? Is there any escalation process in place or would BMC suggest > “correct” way of implementing the customization as part of the service? Or > would the customer have to purchase consultancy from BMC to implement the > customizations in the correct way? And finally, will the certification > requests be charged to the customer or will they be part of the on demand > service? > > Anne: I just sent over an email from Tony Myers on > customizations; we will be coming out with a white paper. But yes, you can > understand I'm sure why we want the customizations to be certified, since we > are responsible for upgrades - we don't want any customization breaking the > ability to upgrade. I believe the SLA for certification of customizations is > four days; that's one of those things we're still seeing how it works for > the customers. If we don't agree with the way the customization was done, of > course we would work with you on a better way to do it. > > > > Upgrades – who decides when the upgrade takes place? Some customers may need > time to implement the business change and may hence easily fall behind the > officially supported version. > > Anne: We will work with customers on timing of upgrades. > However, we will not let customers to get too far behind. Today, many of our > on premise customers are still on 4.x, 5.x, 6.x. It's great that those > versions are still working for them! But with On Demand we do not want that > big a gap between current version and what customers are on. Because the > customizations will all be done in a way that they can be maintained in > upgrades, and because we are doing the upgrades, we expect customers to be > able to upgrade in a timely manner. But for example - there are customers > whose governance demands that they be on current minus one version; so we > will
Re: Remedy OnDemand - SaaS platform discussion
Hi, Jiri - OS and database platforms - will the customers be able to choose which platform is used as many have existing integrations that depend on their current platforms. Anne: No - On Demand uses SQL Server 2008. We will work with customers on moving existing integrations. Some even need a software to be installed on the server. How this would be addressed? Anne: The onboarding team would work with the customers to decide if the s/w can be installed or not. This may be one of those areas that will mean On Premise is best for a customer, depending on what they are looking to install. Customizations - does this mean that before a customer can migrate to on demand platform all their customizations have to go through the certification process? Also, if the customer proposes a new customization, is there going to be an agreed time in which BMC completes the assessment? (i.e. how long the customer has to wait before they can provide the new functionality to the business). And what if the proposed customization is rejected? Is there any escalation process in place or would BMC suggest "correct" way of implementing the customization as part of the service? Or would the customer have to purchase consultancy from BMC to implement the customizations in the correct way? And finally, will the certification requests be charged to the customer or will they be part of the on demand service? Anne: I just sent over an email from Tony Myers on customizations; we will be coming out with a white paper. But yes, you can understand I'm sure why we want the customizations to be certified, since we are responsible for upgrades - we don't want any customization breaking the ability to upgrade. I believe the SLA for certification of customizations is four days; that's one of those things we're still seeing how it works for the customers. If we don't agree with the way the customization was done, of course we would work with you on a better way to do it. Upgrades - who decides when the upgrade takes place? Some customers may need time to implement the business change and may hence easily fall behind the officially supported version. Anne: We will work with customers on timing of upgrades. However, we will not let customers to get too far behind. Today, many of our on premise customers are still on 4.x, 5.x, 6.x. It's great that those versions are still working for them! But with On Demand we do not want that big a gap between current version and what customers are on. Because the customizations will all be done in a way that they can be maintained in upgrades, and because we are doing the upgrades, we expect customers to be able to upgrade in a timely manner. But for example - there are customers whose governance demands that they be on current minus one version; so we will work with the customers on the timing of the upgrades. www.bmc.com/events - recorded and live demos on Remedy on Demand, SD on Force, and lots of other good topics! Anne Brock Principal SC, BMC Software ***disclaimer: things change rapidly in the on demand world, so pls. consult your account rep for the latest and greatest From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jiri Pospisil Sent: Monday, November 15, 2010 1:42 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** ++ Please Read The Disclaimer At The Bottom Of This Email ++ Anne, Your answers seem to ease some of the concerns, but the devil is always in the detail, so I would venture to raise several more questions that spring in mind when reading your statements. OS and database platforms - will the customers be able to choose which platform is used as many have existing integrations that depend on their current platforms. Some even need a software to be installed on the server. How this would be addressed? Customizations - does this mean that before a customer can migrate to on demand platform all their customizations have to go through the certification process? Also, if the customer proposes a new customization, is there going to be an agreed time in which BMC completes the assessment? (i.e. how long the customer has to wait before they can provide the new functionality to the business). And what if the proposed customization is rejected? Is there any escalation process in place or would BMC suggest "correct" way of implementing the customization as part of the service? Or would the customer have to purchase consultancy from BMC to implement the customizations in the correct way? And finally, will the certification requests be charged to the customer or will they be part of the on demand service? Upgrades - who decides when the upgrade takes pla
Re: Remedy OnDemand - SaaS platform discussion
++ Please Read The Disclaimer At The Bottom Of This Email ++ Anne, Your answers seem to ease some of the concerns, but the devil is always in the detail, so I would venture to raise several more questions that spring in mind when reading your statements. OS and database platforms - will the customers be able to choose which platform is used as many have existing integrations that depend on their current platforms. Some even need a software to be installed on the server. How this would be addressed? Customizations - does this mean that before a customer can migrate to on demand platform all their customizations have to go through the certification process? Also, if the customer proposes a new customization, is there going to be an agreed time in which BMC completes the assessment? (i.e. how long the customer has to wait before they can provide the new functionality to the business). And what if the proposed customization is rejected? Is there any escalation process in place or would BMC suggest "correct" way of implementing the customization as part of the service? Or would the customer have to purchase consultancy from BMC to implement the customizations in the correct way? And finally, will the certification requests be charged to the customer or will they be part of the on demand service? Upgrades - who decides when the upgrade takes place? Some customers may need time to implement the business change and may hence easily fall behind the officially supported version. Thanks in advance for sharing any information on the questions above. Jiri Pospisil Remedy Specialist LCH.Clearnet<http://www.lchclearnet.com/> From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Brock, Anne Sent: 11 November 2010 16:14 To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Please talk to your account reps if you want to learn more about Remedy on Demand! Here are my comments, but please review our website and talk to your rep for official comments. I wouldn't normally post this much to this list, but I didn't want some misconceptions getting hardened in stone. 1) You do NOT share your database with other companies. You have your own database instance. You can choose to use multi-tenancy within that, but you have your own set of apps, your own database 2) We provide Dev, Test and Production environments 3) You own the data (if you're going with BMC - I can't speak to other vendors) 4) Because it's the same application regardless of whether you are doing On Demand or On Premise, if you switch from On Demand to On Premise, you stand up an ITSM instance (takes a couple hours with our new stack installer!) and bring the data over 5) You can do customizations. We run them through a certification process to ensure that they won't break on upgrades, but you can customize. 6) Yes, event managers and discovery data can be integrated with the system. Other integrations are available as well. 7) BMC handles upgrades, patches, etc. There are customers for whom On Demand is the perfect fit. There are other customers who do a lot of customizations, custom apps, etc who will probably prefer to remain On Premise customers. Luckily, it's the same great software either way! If you are interested, I demo Remedy on Demand every Tuesday, at 9:00 a.m. central time; you can sign up for the session at www.bmc.com/events Anne Brock Principal SC, BMC Software *** My comments here are my own and do not necessarily reflect BMC's policies, standards, etc. *** _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ * This email is intended for the named recipient(s) only. Its contents are confidential and may only be retained by the named recipient(s) and may only be copied or disclosed with the consent of LCH.Clearnet Limited and/or LCH.Clearnet SA. If you are not an intended recipient please delete this e-mail and notify postmas...@lchclearnet.com. LCH.Clearnet Limited, LCH.Clearnet SA and each other member of the LCH.Clearnet Group accept no liability, including liability for negligence, in respect of any statement in this email. The contents of this email are subject to contract in all cases, and LCH.Clearnet Limited and/or LCH.Clearnet SA makes no contractual commitment save where confirmed by hard copy. Cet e-mail et toutes les pièces jointes (ci-après le "message") sont confidentiels et établis à l'intention exclusive de ses destinataires. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, est interdite, sauf autorisation expresse de LCH.Clearnet Limited et/ou LCH.Clearn
Re: Remedy OnDemand - SaaS platform discussion
Hi, Ben - I do agree this list is a great way to get details out; I'm very happy the original poster listed his concerns so I could address them. On the other hand, I know this site is for technical issues and the last thing I want to do is discuss BMC offerings like On Demand if the list doesn't want to read them. Spam'ming this list could make Kelly Deaver demand I return my "Remedy Rock Star" t-shirt I hope I addressed all the open issues for the moment; if there's anything else I missed let me know. And remember - most Tues . mornings, 9:00 a.m. central, I discuss and demo RoD on our webinar site - sign up at www.bmc.com/events ! (SD on Force, our other on demand offering, has demos on Thursdays...) Anne Brock Principal SC, BMC Software *** opinions are my own not necessarily BMC's *** From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Benedetto Cantatore Sent: Thursday, November 11, 2010 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Anne, While I understand that details are changing, I don't believe they're changing that fast that they couldn't be listed here, with updates added to the thread. You have an oppurtunity to discuss RoD to individuals who have shut down on the idea and won't take the extra step to go discuss this with their sales rep. Also, if there is any misinformation, it's your chance to dispell it. I'm presently considering upgrading to 7.6 and along with that comes the question of scaling my current Remedy environment. I'm not seriously considering RoD, but intrigued enough to read the thread. There's a cost to upgrading hardware/software and potentially RoD could make sense. A statement that customizations aren't allowed is definately a deal breaker, so reading that, I definately wouldn't pursue. Then reading your comment that it is allowed, I'm again somewhat opened minded towards it. If you feel Rod is a strong service, then embracing this thread is a good way to promote it. Ben Cantatore Remedy Manager (914) 457-6209 Emerging Health IT 3 Odell Plaza Yonkers, New York 10701 >>> anne_br...@bmc.com 11/11/10 11:58 AM >>> Apologies for places we contradicted each other (and hopefully I gave you the correct info!) but RoD has been a very fast-moving project, and things have changed already - for example, we used to not allow customizations, now we do. That's why I recommend that anyone on this list contact your account rep if you are interested and they can get you current details (caveat - details may change again! we're listening to our customers, and so adjusting as we go). Appreciate everyone's interest! Anne Brock Principal SC, BMC Software *** opinions are my own*** From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On Behalf Of Chowdhury, Tauf [tauf.chowdh...@frx.com] Sent: Thursday, November 11, 2010 8:42 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Anne, Thanks for all the info and clarifying on some points. I will tell you that the BMC rep at the presentation did contradict some of your points. I apologize if I misspoke but I think it points to the fact that the BMC folks trying to sell this need to get on the same page! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Thursday, November 11, 2010 11:34 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion Hi Ann, i just realized you posted already. My question is, are all the database instances in the same database server? How are the resources from the database server shared among all the instances? Is the storage shared too? Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Brock, Anne [anne_br...@bmc.com] Sent: Thursday, November 11, 2010 11:13 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Please talk to your account reps if you want to learn more about Remedy on Demand! Here are my comments, but please review our website and talk to your rep for official comments. I wouldn't normally post this much to this list, but I didn't want some misconceptions getting hardened in stone. 1) You do NOT share your database with other companies. You have your own database instance. You can choose to use multi-tenancy within that, but you have your own set of apps, your own database 2) We provide Dev, Test and Production environments 3) You own the data (if you're going with BMC - I can't speak to other
Re: Remedy OnDemand - SaaS platform discussion
Anne, While I understand that details are changing, I don't believe they're changing that fast that they couldn't be listed here, with updates added to the thread. You have an oppurtunity to discuss RoD to individuals who have shut down on the idea and won't take the extra step to go discuss this with their sales rep. Also, if there is any misinformation, it's your chance to dispell it. I'm presently considering upgrading to 7.6 and along with that comes the question of scaling my current Remedy environment. I'm not seriously considering RoD, but intrigued enough to read the thread. There's a cost to upgrading hardware/software and potentially RoD could make sense. A statement that customizations aren't allowed is definately a deal breaker, so reading that, I definately wouldn't pursue. Then reading your comment that it is allowed, I'm again somewhat opened minded towards it. If you feel Rod is a strong service, then embracing this thread is a good way to promote it. Ben Cantatore Remedy Manager (914) 457-6209 Emerging Health IT 3 Odell Plaza Yonkers, New York 10701 >>> anne_br...@bmc.com 11/11/10 11:58 AM >>> Apologies for places we contradicted each other (and hopefully I gave you the correct info!) but RoD has been a very fast-moving project, and things have changed already - for example, we used to not allow customizations, now we do. That's why I recommend that anyone on this list contact your account rep if you are interested and they can get you current details (caveat - details may change again! we're listening to our customers, and so adjusting as we go). Appreciate everyone's interest! Anne Brock Principal SC, BMC Software *** opinions are my own*** From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On Behalf Of Chowdhury, Tauf [tauf.chowdh...@frx.com] Sent: Thursday, November 11, 2010 8:42 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Anne, Thanks for all the info and clarifying on some points. I will tell you that the BMC rep at the presentation did contradict some of your points. I apologize if I misspoke but I think it points to the fact that the BMC folks trying to sell this need to get on the same page! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Thursday, November 11, 2010 11:34 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion Hi Ann, i just realized you posted already. My question is, are all the database instances in the same database server? How are the resources from the database server shared among all the instances? Is the storage shared too? Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Brock, Anne [anne_br...@bmc.com] Sent: Thursday, November 11, 2010 11:13 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Please talk to your account reps if you want to learn more about Remedy on Demand! Here are my comments, but please review our website and talk to your rep for official comments. I wouldn't normally post this much to this list, but I didn't want some misconceptions getting hardened in stone. 1) You do NOT share your database with other companies. You have your own database instance. You can choose to use multi-tenancy within that, but you have your own set of apps, your own database 2) We provide Dev, Test and Production environments 3) You own the data (if you're going with BMC - I can't speak to other vendors) 4) Because it's the same application regardless of whether you are doing On Demand or On Premise, if you switch from On Demand to On Premise, you stand up an ITSM instance (takes a couple hours with our new stack installer!) and bring the data over 5) You can do customizations. We run them through a certification process to ensure that they won't break on upgrades, but you can customize. 6) Yes, event managers and discovery data can be integrated with the system. Other integrations are available as well. 7) BMC handles upgrades, patches, etc. There are customers for whom On Demand is the perfect fit. There are other customers who do a lot of customizations, custom apps, etc who will probably prefer to remain On Premise customers. Luckily, it's the same great software either way! If you are interested, I demo Remedy on Demand every Tuesday, at 9:00 a.m. central time; you can sign up for the session at www.bmc.com/events Anne Brock Principal SC, BMC Software *** My comments here are my own and do not necessarily reflect BMC's policies, standards, etc. *** _att
Re: Remedy OnDemand - SaaS platform discussion
Apologies for places we contradicted each other (and hopefully I gave you the correct info!) but RoD has been a very fast-moving project, and things have changed already - for example, we used to not allow customizations, now we do. That's why I recommend that anyone on this list contact your account rep if you are interested and they can get you current details (caveat - details may change again! we're listening to our customers, and so adjusting as we go). Appreciate everyone's interest! Anne Brock Principal SC, BMC Software *** opinions are my own*** From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On Behalf Of Chowdhury, Tauf [tauf.chowdh...@frx.com] Sent: Thursday, November 11, 2010 8:42 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Anne, Thanks for all the info and clarifying on some points. I will tell you that the BMC rep at the presentation did contradict some of your points. I apologize if I misspoke but I think it points to the fact that the BMC folks trying to sell this need to get on the same page! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Thursday, November 11, 2010 11:34 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion Hi Ann, i just realized you posted already. My question is, are all the database instances in the same database server? How are the resources from the database server shared among all the instances? Is the storage shared too? Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Brock, Anne [anne_br...@bmc.com] Sent: Thursday, November 11, 2010 11:13 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Please talk to your account reps if you want to learn more about Remedy on Demand! Here are my comments, but please review our website and talk to your rep for official comments. I wouldn't normally post this much to this list, but I didn't want some misconceptions getting hardened in stone. 1) You do NOT share your database with other companies. You have your own database instance. You can choose to use multi-tenancy within that, but you have your own set of apps, your own database 2) We provide Dev, Test and Production environments 3) You own the data (if you're going with BMC - I can't speak to other vendors) 4) Because it's the same application regardless of whether you are doing On Demand or On Premise, if you switch from On Demand to On Premise, you stand up an ITSM instance (takes a couple hours with our new stack installer!) and bring the data over 5) You can do customizations. We run them through a certification process to ensure that they won't break on upgrades, but you can customize. 6) Yes, event managers and discovery data can be integrated with the system. Other integrations are available as well. 7) BMC handles upgrades, patches, etc. There are customers for whom On Demand is the perfect fit. There are other customers who do a lot of customizations, custom apps, etc who will probably prefer to remain On Premise customers. Luckily, it's the same great software either way! If you are interested, I demo Remedy on Demand every Tuesday, at 9:00 a.m. central time; you can sign up for the session at www.bmc.com/events Anne Brock Principal SC, BMC Software *** My comments here are my own and do not necessarily reflect BMC's policies, standards, etc. *** _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Remedy OnDemand - SaaS platform discussion
Anne, Thanks for all the info and clarifying on some points. I will tell you that the BMC rep at the presentation did contradict some of your points. I apologize if I misspoke but I think it points to the fact that the BMC folks trying to sell this need to get on the same page! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Thursday, November 11, 2010 11:34 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion Hi Ann, i just realized you posted already. My question is, are all the database instances in the same database server? How are the resources from the database server shared among all the instances? Is the storage shared too? Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Brock, Anne [anne_br...@bmc.com] Sent: Thursday, November 11, 2010 11:13 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Please talk to your account reps if you want to learn more about Remedy on Demand! Here are my comments, but please review our website and talk to your rep for official comments. I wouldn't normally post this much to this list, but I didn't want some misconceptions getting hardened in stone. 1) You do NOT share your database with other companies. You have your own database instance. You can choose to use multi-tenancy within that, but you have your own set of apps, your own database 2) We provide Dev, Test and Production environments 3) You own the data (if you're going with BMC - I can't speak to other vendors) 4) Because it's the same application regardless of whether you are doing On Demand or On Premise, if you switch from On Demand to On Premise, you stand up an ITSM instance (takes a couple hours with our new stack installer!) and bring the data over 5) You can do customizations. We run them through a certification process to ensure that they won't break on upgrades, but you can customize. 6) Yes, event managers and discovery data can be integrated with the system. Other integrations are available as well. 7) BMC handles upgrades, patches, etc. There are customers for whom On Demand is the perfect fit. There are other customers who do a lot of customizations, custom apps, etc who will probably prefer to remain On Premise customers. Luckily, it's the same great software either way! If you are interested, I demo Remedy on Demand every Tuesday, at 9:00 a.m. central time; you can sign up for the session at www.bmc.com/events Anne Brock Principal SC, BMC Software *** My comments here are my own and do not necessarily reflect BMC's policies, standards, etc. *** _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Remedy OnDemand - SaaS platform discussion
Hi Ann, i just realized you posted already. My question is, are all the database instances in the same database server? How are the resources from the database server shared among all the instances? Is the storage shared too? Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Brock, Anne [anne_br...@bmc.com] Sent: Thursday, November 11, 2010 11:13 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Please talk to your account reps if you want to learn more about Remedy on Demand! Here are my comments, but please review our website and talk to your rep for official comments. I wouldn't normally post this much to this list, but I didn't want some misconceptions getting hardened in stone. 1) You do NOT share your database with other companies. You have your own database instance. You can choose to use multi-tenancy within that, but you have your own set of apps, your own database 2) We provide Dev, Test and Production environments 3) You own the data (if you're going with BMC - I can't speak to other vendors) 4) Because it's the same application regardless of whether you are doing On Demand or On Premise, if you switch from On Demand to On Premise, you stand up an ITSM instance (takes a couple hours with our new stack installer!) and bring the data over 5) You can do customizations. We run them through a certification process to ensure that they won't break on upgrades, but you can customize. 6) Yes, event managers and discovery data can be integrated with the system. Other integrations are available as well. 7) BMC handles upgrades, patches, etc. There are customers for whom On Demand is the perfect fit. There are other customers who do a lot of customizations, custom apps, etc who will probably prefer to remain On Premise customers. Luckily, it's the same great software either way! If you are interested, I demo Remedy on Demand every Tuesday, at 9:00 a.m. central time; you can sign up for the session at www.bmc.com/events Anne Brock Principal SC, BMC Software *** My comments here are my own and do not necessarily reflect BMC's policies, standards, etc. *** _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Remedy OnDemand - SaaS platform discussion
hi Tauf You make a very good and critical point: that you are sharing the DB with other companies. This is very critical. You would users from some companies doing "bad queries", or running exhaustive reports, that perform multiple full table scans. In a shared DB environment, and in the specific case of Remedy, a shared DB instance, this impacts all the users and therefore all the companies/customers. Very bad situation. From a DB administration and performance tuning perspective, it becomes harder to analyze and troubleshoot performance, and to pinpoint what queries are responsible for the degraded performance and by what users. It seems to me a "fair" approach would be to segregate/dedicate the database instances per customer, which means that each customer would need to have its own Remedy application server, since only one application server can connect to one database instance. However, you still have the issue of shared storage to deal with, that also would need to be configured to equally provide storage resources equally among all the databases, and therefore among all the customers. Sharing infrastructure is already complex and wrought with issues within a single customer (for instance sharing your SAN and database server between let's say Remedy, Finantial, HR apps) now sharing infrastructure between different customers is even worse. the more we analyze this topic,the more we see that SaaS (whether BMC or Service-Now or Micky Mouse Inc) has many problems. Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Chowdhury, Tauf [tauf.chowdh...@frx.com] Sent: Thursday, November 11, 2010 10:39 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** I cannot see migrating an existing Production ITSM environment that has external integrations and even minor customizations over to the SaaS platform. However, I do see an opportunity for companies that cannot afford or maintain multiple environments to use the SaaS platform to host a “Training” environment. If there weren’t so many restrictions you could possibly do Dev as well but since it is locked down and you share your DB with other companies, this could be an impossibility. Maybe BMC has answers to this and maybe they don’t but the presentation didn’t give me the “warm and fuzzies” about it. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Thursday, November 11, 2010 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion John, I think the AR System platform can work well in a SaaS model. So I think it's more like what kind of applications are appropriate for SaaS. I don't think a full-blown BSM/ITSM implementation with all the modules, all the integrations, all the reports, etc, etc can work as SaaS. But I can very well envision small, targeted and generic applications built on Remedy and provided as a software subscription service. Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of John Sundberg [john.sundb...@kineticdata.com] Sent: Thursday, November 11, 2010 7:00 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Tauf/Guillaume/ARSList, Do you think ARSystem is designed for a SAAS model? (somewhat - refers back to the previous posting of "Works as designed") -John On Nov 10, 2010, at 4:53 PM, Chowdhury, Tauf wrote: ** Listers, Hey, I just wanted to get your opinions on the Remedy SaaS vision. I was at the Column Roadshow in NYC where the BMC rep presenting Remedy OnDemand got hammered on issues with the SaaS platform. Mainly, it was around the “loss” of control and limited support of customizations. There were also issues around upgrades. Have any of you given this a thought? It provided for some entertaining dialogue last night so it should be even more so here on the list! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and atta
Re: Remedy OnDemand - SaaS platform discussion
Please talk to your account reps if you want to learn more about Remedy on Demand! Here are my comments, but please review our website and talk to your rep for official comments. I wouldn't normally post this much to this list, but I didn't want some misconceptions getting hardened in stone. 1) You do NOT share your database with other companies. You have your own database instance. You can choose to use multi-tenancy within that, but you have your own set of apps, your own database 2) We provide Dev, Test and Production environments 3) You own the data (if you're going with BMC - I can't speak to other vendors) 4) Because it's the same application regardless of whether you are doing On Demand or On Premise, if you switch from On Demand to On Premise, you stand up an ITSM instance (takes a couple hours with our new stack installer!) and bring the data over 5) You can do customizations. We run them through a certification process to ensure that they won't break on upgrades, but you can customize. 6) Yes, event managers and discovery data can be integrated with the system. Other integrations are available as well. 7) BMC handles upgrades, patches, etc. There are customers for whom On Demand is the perfect fit. There are other customers who do a lot of customizations, custom apps, etc who will probably prefer to remain On Premise customers. Luckily, it's the same great software either way! If you are interested, I demo Remedy on Demand every Tuesday, at 9:00 a.m. central time; you can sign up for the session at www.bmc.com/events Anne Brock Principal SC, BMC Software *** My comments here are my own and do not necessarily reflect BMC's policies, standards, etc. *** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Remedy OnDemand - SaaS platform discussion
I cannot see migrating an existing Production ITSM environment that has external integrations and even minor customizations over to the SaaS platform. However, I do see an opportunity for companies that cannot afford or maintain multiple environments to use the SaaS platform to host a "Training" environment. If there weren't so many restrictions you could possibly do Dev as well but since it is locked down and you share your DB with other companies, this could be an impossibility. Maybe BMC has answers to this and maybe they don't but the presentation didn't give me the "warm and fuzzies" about it. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Thursday, November 11, 2010 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion John, I think the AR System platform can work well in a SaaS model. So I think it's more like what kind of applications are appropriate for SaaS. I don't think a full-blown BSM/ITSM implementation with all the modules, all the integrations, all the reports, etc, etc can work as SaaS. But I can very well envision small, targeted and generic applications built on Remedy and provided as a software subscription service. Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of John Sundberg [john.sundb...@kineticdata.com] Sent: Thursday, November 11, 2010 7:00 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Tauf/Guillaume/ARSList, Do you think ARSystem is designed for a SAAS model? (somewhat - refers back to the previous posting of "Works as designed") -John On Nov 10, 2010, at 4:53 PM, Chowdhury, Tauf wrote: ** Listers, Hey, I just wanted to get your opinions on the Remedy SaaS vision. I was at the Column Roadshow in NYC where the BMC rep presenting Remedy OnDemand got hammered on issues with the SaaS platform. Mainly, it was around the "loss" of control and limited support of customizations. There were also issues around upgrades. Have any of you given this a thought? It provided for some entertaining dialogue last night so it should be even more so here on the list! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ -- John Sundberg Kinetic Data, Inc. "Building a Better Service Experience" Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com <http://www.kineticdata.com/> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Remedy OnDemand - SaaS platform discussion
John, I think the AR System platform can work well in a SaaS model. So I think it's more like what kind of applications are appropriate for SaaS. I don't think a full-blown BSM/ITSM implementation with all the modules, all the integrations, all the reports, etc, etc can work as SaaS. But I can very well envision small, targeted and generic applications built on Remedy and provided as a software subscription service. Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of John Sundberg [john.sundb...@kineticdata.com] Sent: Thursday, November 11, 2010 7:00 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Tauf/Guillaume/ARSList, Do you think ARSystem is designed for a SAAS model? (somewhat - refers back to the previous posting of "Works as designed") -John On Nov 10, 2010, at 4:53 PM, Chowdhury, Tauf wrote: ** Listers, Hey, I just wanted to get your opinions on the Remedy SaaS vision. I was at the Column Roadshow in NYC where the BMC rep presenting Remedy OnDemand got hammered on issues with the SaaS platform. Mainly, it was around the “loss” of control and limited support of customizations. There were also issues around upgrades. Have any of you given this a thought? It provided for some entertaining dialogue last night so it should be even more so here on the list! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ -- John Sundberg Kinetic Data, Inc. "Building a Better Service Experience" Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com<mailto:john.sundb...@kineticdata.com> 651.556.0930 I www.kineticdata.com<http://www.kineticdata.com/> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Remedy OnDemand - SaaS platform discussion
Very well said John From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of John Sundberg Sent: 11 November 2010 11:59 To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** I was there too. It is always entertaining/interesting/uncomfortable to have a person from a vendor talk about their product -- when it is clear they do not understand the capability of their product. Especially when it is in a room full of 10+ year veterans -- who really do know their stuff. The presenter was being very non-committal as these are "early days" of the offering. But - I think the SaaS world is all around "absolute definitions" -- so as to be able to scale within expected ranges. If you have a "loose definition" of your offering -- I think you will end up in big trouble. (Or - you will have to spend a major amount of energy smoothing it over). (AKA - lose money) -John On Nov 10, 2010, at 4:53 PM, Chowdhury, Tauf wrote: ** Listers, Hey, I just wanted to get your opinions on the Remedy SaaS vision. I was at the Column Roadshow in NYC where the BMC rep presenting Remedy OnDemand got hammered on issues with the SaaS platform. Mainly, it was around the "loss" of control and limited support of customizations. There were also issues around upgrades. Have any of you given this a thought? It provided for some entertaining dialogue last night so it should be even more so here on the list! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 _ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ -- John Sundberg Kinetic Data, Inc. "Building a Better Service Experience" Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I <http://www.kineticdata.com/> www.kineticdata.com _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Remedy OnDemand - SaaS platform discussion
Tauf/Guillaume/ARSList, Do you think ARSystem is designed for a SAAS model? (somewhat - refers back to the previous posting of "Works as designed") -John On Nov 10, 2010, at 4:53 PM, Chowdhury, Tauf wrote: ** Listers, Hey, I just wanted to get your opinions on the Remedy SaaS vision. I was at the Column Roadshow in NYC where the BMC rep presenting Remedy OnDemand got hammered on issues with the SaaS platform. Mainly, it was around the “loss” of control and limited support of customizations. There were also issues around upgrades. Have any of you given this a thought? It provided for some entertaining dialogue last night so it should be even more so here on the list! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ -- John Sundberg Kinetic Data, Inc. "Building a Better Service Experience" Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Remedy OnDemand - SaaS platform discussion
I was there too. It is always entertaining/interesting/uncomfortable to have a person from a vendor talk about their product -- when it is clear they do not understand the capability of their product. Especially when it is in a room full of 10+ year veterans -- who really do know their stuff. The presenter was being very non-committal as these are "early days" of the offering. But - I think the SaaS world is all around "absolute definitions" -- so as to be able to scale within expected ranges. If you have a "loose definition" of your offering -- I think you will end up in big trouble. (Or - you will have to spend a major amount of energy smoothing it over). (AKA - lose money) -John On Nov 10, 2010, at 4:53 PM, Chowdhury, Tauf wrote: ** Listers, Hey, I just wanted to get your opinions on the Remedy SaaS vision. I was at the Column Roadshow in NYC where the BMC rep presenting Remedy OnDemand got hammered on issues with the SaaS platform. Mainly, it was around the “loss” of control and limited support of customizations. There were also issues around upgrades. Have any of you given this a thought? It provided for some entertaining dialogue last night so it should be even more so here on the list! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ -- John Sundberg Kinetic Data, Inc. "Building a Better Service Experience" Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Remedy OnDemand - SaaS platform discussion
Hi Tauf I don't think you can do a full BSM implementation with that approach, whether it is Remedy or Service-Now or whatever; I am defining here BSM as all ITSM modules and areas, including CMDB, discovery tools, SLM, Event/Network Management, service request, all kinds of reporting, etc, etc. Is it even possible to integrate your discovery tools with the CMDB hosted in Remedy SaaS or Service-Now? What about your network management tools, service request, etc, etc. Besides all of that, think about the data issues: who owns the data, your company or BMC (or Service-Now)? if the contract is terminated, will you get your data back? if yes, when? will it take a month, two months? If there is a security breach at the SaaS provider, what happens? If the SaaS stuff does not work, will you be able to in-source it back, or are you going to be dead in the water for whatever amount of time it takes to stand up the ITSM suite again, which would be weeks or maybe months in certain situations. The question is, are you trying to reduce the Total Cost of Ownership of the Remedy ITSM application, or do you want to optimize your IT Operations? These are just a few bullet points to think aboutI am sure an expert in outsourcing enterprise applications would be able to find more things to consider. Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Chowdhury, Tauf [tauf.chowdh...@frx.com] Sent: Wednesday, November 10, 2010 4:53 PM To: arslist@ARSLIST.ORG Subject: Remedy OnDemand - SaaS platform discussion ** Listers, Hey, I just wanted to get your opinions on the Remedy SaaS vision. I was at the Column Roadshow in NYC where the BMC rep presenting Remedy OnDemand got hammered on issues with the SaaS platform. Mainly, it was around the “loss” of control and limited support of customizations. There were also issues around upgrades. Have any of you given this a thought? It provided for some entertaining dialogue last night so it should be even more so here on the list! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Remedy OnDemand - SaaS platform discussion
Listers, Hey, I just wanted to get your opinions on the Remedy SaaS vision. I was at the Column Roadshow in NYC where the BMC rep presenting Remedy OnDemand got hammered on issues with the SaaS platform. Mainly, it was around the "loss" of control and limited support of customizations. There were also issues around upgrades. Have any of you given this a thought? It provided for some entertaining dialogue last night so it should be even more so here on the list! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
