Hear, hear. They're slowly killing the goose that lays the golden egg. All of the canned apps BMC now has are here as a result of that robust and flexible dev platform and "GASP"....customizations. Over the years, it's been a fairly classic example of the continuous improvement cycle.
They started with an idea and made an engine and did cool stuff with it. Identify improvement - "Can we make some things better"? Yes, we can... A plan was put forth, product was developed/customized and that plan was then executed (Helpdesk 4.0 anybody?) Evaluate and review. Identify improvement...it starts all over. The key being that the only way those continuous product improvements occurred is because folks had access to the server layer and built some really neat things with it. I'm willing to bet (heck, I KNOW) that a some of the functionalities in the canned apps are a result of some customization that a developer did for their company/customer which made its way back to BMC/Remedy and somebody there said, "Hey, that's pretty cool. I can use that." If they keep choking off access to the server and discouraging customizations, the cycle will eventually collapse and then the product will just be another "install and use" product that is subject to being attacked and replaced based merely on the cost it takes to install and administrate. M2CW, Tim -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Ray Gellenbeck Sent: Wednesday, July 30, 2014 6:20 PM To: [email protected] Subject: Re: OT: Long-term outlook for the ARS platform (was ENGAGE) IMHO, BMC runs the risk of killing the last major advantage of Remedy as they try more and more to make the "server" part of the "app" and not layered. I have held off accepting demonstrations/testing of the newer Galileo product, but from what I see, BMC keeps making small steps to do away with the development tool kit and more ITSM a sealed product. You can't just buy AR Server any more, for example. If I want to run a custom-only shop, I still have to buy ITSM just to get AR Server. Same thing with Remedy OnDemand. What if I just want a cloud instance of ARS to build custom tools on? I think they want to get away from AR Server as a directly-manipulatable entity and make customers "accept" their product and then pay them or partners to make nominal customizations, preferring to use their spagetti-code config and bolt-ons they run with over a clean re-write. My current jobsite has a ROD subscription running out at the end of this year. Unless the flexibility posture changes drastically, they just haven't evolved the "canned" product sufficiently to make it attractive to us. We'll either run our customized-front-end or we'll drop BMC altogether in December. Their canned stuff is, in our view, horribly inflexible and each version gets less and less open to FUNCTIONAL customization. Their support answer to everything is "we don't know anything except out-of-the-box ITSM" (Tier 0/1 responses) vs the old days of "I don't know, but I'll pass your ticket up to an engineer and get you a session scheduled to review it." I have one of your 24 Hours Fitness folks here now and they speak affectionately about the tool, but they also feel it is somewhat inflexible for evironments like ours here at Sony. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
