WWRUG12 is just about closing the paper submission, and today has arrived a very big one: What’s new in BMC Remedy ITSM 8.0. So Now it’s completely official, the new version will be presented to public during the WWRUG12.
In this post I will review the submitted abstract and synopsis.
From 7.7 to 8.0
Yes, BMC has changed the version number from 7.7 to 8.0. When I wrote “What will be new on Remedy 7.7“, the number hasn’t changed. The reason they stand is that at the end there are a lot of changes to consider it a minor version. The real reason, as I suspect, marketing. In fact version number with Remedy products is far from meaningful. The leap between versions 7.6.03 and 7.6.04 is very big, mainly because the introduction of overlays. So forget about extracting any information from the version number.
Not part of beta testing phase
First I want to state that I haven’t been part of the beta testing phase. That means that I didn’t have any secret or privileged information.
Abstract
The submitted abstract is the next:
For me the more important fact is the order of the functional capabilities. The first item is the request management, currently the most complex product from the configuration point of view.
Synopsis
The submitted synopsis is the next:
- ITSM suite usability enhancements, specifically around SRM, mobility and e-mail based interactions
- Better collaboration within the IT organization via common Service Context, Remedy-based chat capability, Twitter or RSS integrations
- ITSM suite wide process definition, release and tracking with BMC Remedy ITSM Process Designer
- New data management capabilities
- Simplified installation and upgrades
- Hub & spoke deployment architecture
Again, SRM is the first. And the best of all: mobility and e-mail. Let’s see if they finally solved the complexities and provide an easy-to-use but complete product.
Collaboration, chat, twitter, RSS, that can be very hot!
The guess star: the “new” Process Designer, from the acquisition of Abydos. That is a truly great enhancement!
New data management capabilities, well, I would say, that the data management will be fixed on the new version, because the last version was full of problems concerning data management.
And some “admin” features. That won’t help users, but can help us!
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Does anyone every put a date on their posting?
Remedy – I have never used a more pathetic resource hog, multiple page creator, useless, time consuming piece of software than I have with this product. Whoever designed this HAS TO BE an idiot abroad. What’s worse, is there are even more less brilliant people at my company, Xerox that get paid to recommend this product.
I do put a date on my posting.
It’s just over the comments and says “Posted on July 5, 2012 by…”
About your opinion of Remedy… I disagree.
Remedy – Change management
Here’s a REAL brilliant feature.
You start to fill out a CR (Change Request) and you CANNOT save it until certain components have been filled out. Not too bad.
BUT, once you do fill out what is necessary and save it for the first time, ::poof:: it goes away and the user is now forced to search on their name or if they were brilliant enough to copy the CR number before saving they can search on that.
WTF. What idiot thought of that feature. Save your work and poof, it goes away.
Amazing
First, you can’t save it until all mandatory fields are filled. This is VERY GOOD!. It ensures that the form is filled with the minimum set of information required to correctly process it. In fact, many customers had asked me to increase the number of mandatory fields.
On the other hand, I agree that closing the recently saved request, is not a good example of usability. But there is a reason behind it, ease the multiple creation of requests.
But this is a configuration aspect you can change. So If you don’t like it to close after submitting a new request, then add a new on.
mmmm… When starting in the Remedy world, I had very similar feelings, that disappeared after few months. Now, I believe that it is the best ITSM suite available (maybe a bit expensive). I think I will write about it.