One of my current clients has been using ViaTIL for quite some time and
they just recently upgraded to the Remedy-branded ITSP 3.1. They use it
in their MIS organization for their helpdesk and change management
procedures. They originally went with ViaTIL's product because they are
very closely adhering to ITIL standards for their trouble ticketing and
change management processes.
>From the feedback I've heard, they're happy with the functionality
although the application's performance leaves something to be desired.
There are a number of sub-optimal queries (e.g., table scans) being
performed and it can take 10-20 seconds to display forms. They're
presently working with Remedy technical support on the performance
issues that they've encountered.
In my opinion (and I shared as much with some Atlanta-based Remedy
support people during a user group meeting), ViaTIL was/is what ITSM
should have been. Of course they were probably laughing inside because
I made this comment a few months before the acquisition was announced.
It is a very elegantly designed solution; however, it is complex. My
client has an administrator who makes some work flow changes to the
product on an as-needed basis; however, they relied on ViaTIL to do most
of the customizations that they've required. When they've done upgrades
to the newer versions, they've contracted with Viadyne to actually come
in, upgrade the product and re-apply the customizations.
They've been using the product for 3+ years.
Hope this helps.
Derek
Derek Berube
Wildstar Technologies, LLC.
1453 Riverview Run Lane
Suwanee, Georgia 30024
(404) 444-5283
http://www.wildstartech.com/
AIM Handle: BerubeDB
MSN Messenger: derekberube@hotmail.com
Yahoo! Messenger: derekberube
On Tue, 2005-01-25 at 08:28 -0800, eric.roys wrote:
> Has anyone evaluated/implemented Remedy for IT Service Providers app from
> Remedy, and if so, can you elaborate on the time for install, configuration,
> testing, and production release?
> Did you purchase this product as a replacement for ITSM(4x-5x) or homegrown
> apps?
> What was your primary reason for purchase?
> Any thoughts good or bad regarding this product?
> How much customization was performed to meet business needs?
> How long has the product been in production?
>
> Any other information you wish to share would be helpful.
>
> http://www.remedy.com/solutions/servicemgmt/spmain.htm
>
> Thank you in advance for any responses.
>
> Kind Regards,
> Eric Roys
> Sr. Software Engineer
> MCI
> Government Application Solutions
> email: eric.roys@mci.com
>
>
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