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:[email protected]] On Behalf Of Jiri Pospisil
Sent: Monday, November 15, 2010 1:42 AM
To: [email protected]
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 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:[email protected]] On Behalf Of Brock, Anne
Sent: 11 November 2010 16:14
To: [email protected]
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"_
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