Christopher, I know you are a smart guy, so don't take this as an insult or anything..but most people that I work with that discuss RemedyForce, don't realize that it has NOTHING to do with Remedy. BMC (as far as I can tell at least) decided on that name to try to create a bridge between a new service offering and an existing 'name'...it is 100% written in Force.com technology (which I happen to know a bit about, and it's good technology).it's just that the name is confusing for people that are familiar with Remedy.they seem to think that it's just a 'Cloud Remedy'.but that would be ROD J
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of strauss Sent: Friday, May 04, 2012 8:26 AM To: [email protected] Subject: Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion ** Huh. SCSM didn't even make our list. Probably because both the CIO and I played around with MS' early attempt at a helpdesk app on SharePoint (which I consider a waste of a perfectly good SQL Server), and were totally underwhelmed, after which MS discontinued it. I guess I had better see what you are talking about. After our task force had its last scoring and sorting meeting, and the ones they wanted to look at were Nimsoft, Numara, IssueTrak, ServiceNow, and RemedyForce. A dozen others were dropped from the list for various reasons during the discussions. Existing systems currently in use aren't necessarily out of the running (BMC Remedy ITSM, ScriptLogic, and OTRS). Nimsoft may already be out as well, on the criteria of multi-tenancy - we have over 20 companies and over 80 support organizations in the existing system. Our sales rep REALLY wants us to look at RemedyForce since it was designed as a hosted app from day one, so I guess they do have some license credit transfer available for ITSM Suite ---> RemedyForce. You would think that they would from Numara as well, but if not, that gives you less incentive to stay with a BMC product. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Pierson, Shawn Sent: Friday, May 04, 2012 8:50 AM To: [email protected] Subject: Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion ** Unfortunately I think our sales guy did look into it for us so it is likely a solid BMC decision from the top down at this point. The advantage is on Remedy's side functionality-wise, but the extra expenses and loss of money invested in Footprints is making Microsoft SCSM look better. I'm pretty sure the loss of functionality and the hidden costs of implementing SCSM will result in the company spending several orders of magnitude more than the Remedy licenses would have cost, but at least initially Microsoft is appearing as a much better deal which may put things more in their favor. It also doesn't help that it's going to be me demonstrating what we already have accomplished in Remedy and use every day versus Microsoft's marketing team promising all sorts of things for a product version that doesn't even officially exist yet. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of strauss Sent: Thursday, May 03, 2012 4:32 PM To: [email protected] Subject: Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion ** Hopefully it is just a case of your sales contact not knowing what he or she is doing. We may be migrating from ITSM to one of the other two BMC products (requirement is to move to a hosted solution rather than on-premise), and a lack of flexibility on transferring licenses is the quickest way I know to guarantee that we move to a non-BMC product line. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Pierson, Shawn Sent: Thursday, May 03, 2012 3:33 PM To: [email protected] Subject: Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion ** Andrew, Thanks. Footprints is an ITSM suite for smaller companies that BMC just purchased this year, sort of along the lines of RemedyForce I suppose. Our hope was that BMC would have a way of migrating from Footprints to Remedy without losing the investment our company made with both products. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Goodall, Andrew C Sent: Thursday, May 03, 2012 3:19 PM To: [email protected] Subject: Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion ** I'm not familiar with those other products. What we've done to minimize license usage and purchases is to try to optimize who we provide a fixed vs. floating license. For heads down console support users and integration service accounts (creating and updating) e.g. service desk associates - provide a Fixed license For all other support users (creating and updating) provide a Floating license. 1 floating license for every 3 to 5 users - you could start with 1 to 5 and increase 1 to 3 if you see yourself reaching or approaching the max under license review. In addition we have allocated any spare fixed license to other "heavy hitters" which we see creating/ updating a lot of incidents, problems, changes, etc. I get those counts from a sql query. That way we can make optimum use of our floating licenses. You can also refine this further if you know users shift hours and provide more fixed licenses to users during peak hours of the day. E.g. our peak usage is around 9-11am - so I look for heavy users logged on during that time. e.g. 600 support users, 100 service desk associates. 100 Fixed licenses, 100 floating licenses (at 1 to 5) Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com <http://www.jcp.com/> From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Pierson, Shawn Sent: Thursday, May 03, 2012 3:06 PM To: [email protected] Subject: BMC Numara Footprints to BMC Remedy ITSM License Conversion ** We're currently in the process of figuring out how many Remedy licenses we need to purchase in order to bring our newly merged organization up on Remedy. The other company that we are being combined with is on Footprints, we are on Remedy, so we thought that BMC would have some sort of license conversion process. Unfortunately, we've been told that this is not the case and it doesn't seem like BMC sales is willing to work with us on making that conversion. I just wanted to post this as a heads up if anyone else is in a similar situation. Hopefully this changes in the future but at least in our situation this is likely to cause severe heartburn with upper management. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here <http://www.sug.com/disclaimers/default.htm#Mail> . If you cannot access hyperlink, please e-mail sender. _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. 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