“Remedy is being slow” is a message I hear time and time again when I go into both new and old Remedy AR environments. This is not limited to BMC ITSM either – as I have worked on several entirely custom ARS applications, which have encountered the same problems. There is a common misconception … continue reading
ITSM Blog
posted by Andrew Braden in ITSM Blog on April 3, 2012
You can avoid several failed attempts to establish a sustainable ITSM process if you invest in the necessary analysis and planning. Yes- you are hearing it again- planning is KEY. I can almost guarantee that the greatest challenge you will encounter will be fostering new behaviours. As they say… “Old habits die hard.” … continue reading
posted by Emtec Blog Team in ITSM Blog on March 14, 2012
When attempting to build ITSM best practices within an organization there are many challenges that need to be overcome. Using the traditional axiom of people, processes and technology, here are some questions you should consider. People- Culturally is your organization ready for such a program? Is management ready to embrace the shift from operational … continue reading
posted by Derek Bragg in ITSM Blog on February 29, 2012
BMC Remedy ITSM is a powerful tool and it collects significant amounts of data which can be invaluable for evaluating IT operations and costs. With all the data that is available it is important to analyze and present the data in ways that are meaningful for IT and for the business. I have worked … continue reading
posted by Andrew Braden in ITSM Blog on January 31, 2012
Smaller IT organizations can build efficiencies with their eyes closed. It’s the large organizations that have the most to gain … and the most to lose, in the land of “process standards”. If you are a large IT organization, effective alignment to ITSM standards will make it possible to support your internal investment decisions … continue reading
posted by Emtec Blog Team in ITSM Blog on January 17, 2012
It is a well known fact that implementing a configuration management database (CMDB), along with a configuration management plan will add value to your IT organization. The following are three tips and tidbits that I have been fortunate enough to come across which have had significant impact. 1. Strength and stability for the future. … continue reading
posted by Derek Bragg in ITSM Blog on January 6, 2012
All of the most challenging upgrades I have done have been for customized ITSM installations. Overlay customizations can now be created to avoid many of the challenges that used to exist during these upgrades. Overlays were created to prevent customization from being discarded when you do upgrades. Most of all overlays enforce best practices to avoid … continue reading
posted by Andrew Braden in ITSM Blog on December 7, 2011
“Wait… how am supposed to know if this requires an RFC?” When I engage with a new or existing client to explain a complete Change Management model I am met with a blank look and the words, “Yeah, we’re not ready for that.” Or “that wont work here” followed by an endless stream of examples … continue reading
