I'll select Joe's posting as a reply point—knowing that others have added more
information.
The University of North Texas System investigated SNOW as a Remedy
replacement—by the way, our current System administration is in an ABR mode
(yes, Anybody But Remedy).
SNOW Pluses—a more complete package for Incident, Change, Knowledge,
notification management in many modes, SRM, [primitive] SLM, discovery, CMDB,
very versatile reporting on almost any data in the system—and a built-in
console for some smartphone devices. No add-ons, no options needed, all one
complete price. Such may also be a disadvantage, as SNOW requires a fixed
(named-user) license for several activities where BMC/ITSM does not do so.
SNOW Minuses—significant configuration work to ensure that established workflow
actually matches processes already in place; very skeletal Customer Portal
(building items is easy—replicating them to the non-login portal is difficult
enough that their consultant failed to do it at a users' group demo!!), clumsy
publication/updating of Knowledge Articles; attractive but marginally
functional dashboards.
Summary—at UNT, SNOW was only seen as a complete, hosted, subscription,
no-infrastructure replacement for BMC ITSM—not just a frontend replacement for
SRM.
rant enclosed
Then, the price: quote to us for an annual subscription was 4.0 times our
current maintenance to BMC for ITSM, ADDM, Knowledge. I will gladly share
further details as to our sizing, but comparison of sizing for proposed SNOW vs
current BMC/ITSM is another very large discussion (will occupy lots of room if
included here).
So, our budget folks balked on the $$$--and were sold on SNOW up until that
point. Further, the initial start-up contract quote was nearly 80% of our
current BMC/ITSM support cost. Of course, group making this decision is trying
to be parent/supplier to the University, and said group is basically not
accustomed to following any IT processes at all—and further in denial that most
University groups are already well-entrenched in Incident processes, at least.
Therefore, our budget folks have returned us to examining other product
candidates—without senior administration having said anything about compelling
non-process folks to actually USE the successor toolkit when selected.
/rant
I can definitely see why large corporation was initially excited, and then
returned to the BMC fold when they realized just how much configuration (no,
not customization!!!) was required for their particular usage of SNOW. We saw
some very large Serv Mgmt delegations at two SNOW user group meeting, each
representing rather smaller entities than our University.
Your mileage may vary…
Don W. McClure, P.E.
Call Tracking Administration
University of North Texas
dwmac @ unt . Edu
Cost, schedule, features……choose two
From: Joe D'Souza jdso...@shyle.netmailto:jdso...@shyle.net
Organization: Shyle Networks
Reply-To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Date: Fri, 11 Jan 2013 13:08:21 -0500
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ServiceNow as SRM replacement?
**
Like this person said – cost of the product itself. Sometimes a short term
vision for short term gains can lead to long term losses. Then again it could
be lack of funding itself. With the economy that is perhaps barely recovering,
I would think that is more of a reason than a lack of vision of long term
losses. They just take that chance of shooting themselves in the foot and then
see how far you can run :).
Joe
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lisa Kemes
Sent: Friday, January 11, 2013 8:52 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ServiceNow as SRM replacement?
**
Why do people feel the need to switch to Service Now to begin with? Just
curious.
Lisa Kemes
On Thu, Jan 10, 2013 at 6:37 PM, Tauf Chowdhury
taufc...@gmail.commailto:taufc...@gmail.com wrote:
All,
A little birdie was chirping the other day and I heard something about
SNow having an integration or some type of implementation scenario
where it is taking the place of SRM But still have AR and ITSM on the
fulfillment side. I'm sure it's possible but my question to you folks
is:
1. Have you done it
2. If so, what gives? How'd it go?
I understand the drawbacks so we don't have to go there but feel free
if you'd like :)
Sent from my iPhone
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