We are using a few custom apps. We tend to use the logic that if you aren't
going to use at least 75% of the functionality, you shouldn't go with OTB.
Does anyone disagree with this logic?

-----Original Message-----
From: O'Hara, Jim [mailto:JLO4@PGE.COM]
Sent: Friday, January 04, 2002 12:03 PM
Subject: Re: Help Desk Application


**

We use a custom. We have had it for I think 7 years (before my time). So
many features that we have gotten attached to that we decided to stick with
it.

-----Original Message-----
From: Janet Smith [mailto:ccjsmith@ISUGW.INDSTATE.EDU]
Sent: Friday, January 04, 2002 8:04 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are currently using a custom built application on Remedy but are in the
process of installing the Help Desk application.

Jan Smith
Systems Analyst
Indiana State University
Phone: (812) 237-8593
Email: ccjsmith@isugw.indstate.edu

>>> llb31_2000@YAHOO.COM 01/04/02 10:37AM >>>
**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

I completely agree - I tell my clients pretty much the same thing. Also
factor in future customizations and tweaks to that number.

Rick Cook
Senior Remedy Consultant
Denali Advanced Integration

-----Original Message-----
From: Brian Goralczyk [mailto:Brian.Goralczyk@VERIZONWIRELESS.COM]
Sent: Monday, January 07, 2002 6:37 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are using a few custom apps. We tend to use the logic that if you
aren't
going to use at least 75% of the functionality, you shouldn't go with
OTB.
Does anyone disagree with this logic?

-----Original Message-----
From: O'Hara, Jim [mailto:JLO4@PGE.COM]
Sent: Friday, January 04, 2002 12:03 PM
Subject: Re: Help Desk Application


**

We use a custom. We have had it for I think 7 years (before my time).
So
many features that we have gotten attached to that we decided to stick
with
it.

-----Original Message-----
From: Janet Smith [mailto:ccjsmith@ISUGW.INDSTATE.EDU]
Sent: Friday, January 04, 2002 8:04 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are currently using a custom built application on Remedy but are in
the
process of installing the Help Desk application.

Jan Smith
Systems Analyst
Indiana State University
Phone: (812) 237-8593
Email: ccjsmith@isugw.indstate.edu

>>> llb31_2000@YAHOO.COM 01/04/02 10:37AM >>>
**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

______________
____
_____________


You may also control your subscription options, including UNSUBSCRIBE,
at
www.ARSLIST.org

______________
____
_____________


You may also control your subscription options, including UNSUBSCRIBE,
at
www.ARSLIST.org

______________
_________________


You may also control your subscription options, including UNSUBSCRIBE,
at www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

I also tend to agree with that logic, in addition I always look at cost.
If I can custom develop an app for less money over three years of
licenses and support, then I suggest that to the customer. In most cases
if the shop is greater that 25 or so users, you can almost always build
custom for less than OTB.

Doug Tanner
RAC / PAC


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.VISTAIT.COM] On Behalf Of Brian Goralczyk
Sent: Monday, January 07, 2002 9:37 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are using a few custom apps. We tend to use the logic that if you
aren't going to use at least 75% of the functionality, you shouldn't go
with OTB. Does anyone disagree with this logic?

-----Original Message-----
From: O'Hara, Jim [mailto:JLO4@PGE.COM]
Sent: Friday, January 04, 2002 12:03 PM
Subject: Re: Help Desk Application


**

We use a custom. We have had it for I think 7 years (before my time).
So many features that we have gotten attached to that we decided to
stick with it.

-----Original Message-----
From: Janet Smith [mailto:ccjsmith@ISUGW.INDSTATE.EDU]
Sent: Friday, January 04, 2002 8:04 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are currently using a custom built application on Remedy but are in
the process of installing the Help Desk application.

Jan Smith
Systems Analyst
Indiana State University
Phone: (812) 237-8593
Email: ccjsmith@isugw.indstate.edu

>>> llb31_2000@YAHOO.COM 01/04/02 10:37AM >>>
**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online! http://greetings.yahoo.com

______________
____
_____________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
____
_____________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
_________________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

we moved from a custom HD app to HD 4.0 a year ago, I took over Dev on the
application 10 months ago and have mad massive changes to it, adding new
forms and automation tot eh system. We now have a Quick Ticket form(2
menu's and an NT login name), Web based account creation, SPC generators,
"Minimum Requirements" form, and a slew of other things. The Idea of HD was
good, but we are about to completly redesign it.

dave

-----Original Message-----
From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
Sent: Friday, January 04, 2002 10:38 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: [ARSLIST] Help Desk Application


**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com

__________________
_____________


You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

Out Help Desk Application was developed in-house. We purchased the AR
System before a Help Desk Application was offered.

Dave

-----Original Message-----
From: Linda Baker [mailto:llb31_2000@YAHOO.COM]
Sent: Friday, January 04, 2002 9:38 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help Desk Application


**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com


Dave Shellman

Phone: (717)810-3687
Fax: (717)810-2124
email: dave.shellman@tycoelectronics.com

tyco ELECTRONICS GROUP
A tyco INTERNATIONAL LTD COMPANY
MS 194-026
PO Box 3608
Harrisburg, PA 17105-3607

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

Jan,

I'd mostly agree with Mr. T (, I pity the fool who doesn't use Rem-Mail!)
and Brian. It use to be a lot better when licensing wasn't so complicated,
but having to license HD and CM and ARS becomes cost prohibitive pretty
fast, especially with CM and approvals, etc. OTB gives you an amazing
amount of functionality in an instant, but the real downside is that no
matter how many 'best practices' are built in, modification is almost
always necessary to meet a company's business needs, so the key is to
understand how much modification is necessary. If it's 'tons' (technical
term), and you have adequate ARS resources and time, then development is
often better since you get exactly what you need. If you have a short time
frame and are short on ARS resources, then perhaps out of the box would
work better. Another aspect I look at is when you install OTB apps, then
next Admin/developer that comes behind you knows how the core system
functions even if you have made modifcations. The core HD and CM are still
there and recognizable even if you've modified them, which makes it much
easier to transition new ARS support.

That said, we have custom apps that I'm replacing with HD and CM, but the
project I'm working on was approved before 5.0 was a reality, and I truly
believe that 5.x will reshape the way we and many others do business. One
of the functional leaps in technology among many- it's ability to integrate
with other data sources allows unparalleled flexibility in design that
previously was unattainable. My fear (, or hope?!) is that I will build
custom again with 5.0 and replace all that I have just installed.

Oh well, that's the nature of corporate life, "I don't care if it makes
more sense to NOT roll that out, you've got a project that has to be
delivered!"

David C. Kirkpatrick
Lead Systems Administrator
The Regence Group
Portland, OR USA
503.225.6675 (phone)
dckirkp@regence.com




"Douglas M. Tanner"
To: ARSLIST@LISTSERV.VISTAIT.COM
Sent by: "Action cc:
Request System Subject: Re: Help Desk Application
discussion
list(ARSList)"
STAIT.COM>


01/07/2002 08:14 AM
Please respond to
"Action Request
System discussion
list(ARSList)"






**

I also tend to agree with that logic, in addition I always look at cost.
If I can custom develop an app for less money over three years of
licenses and support, then I suggest that to the customer. In most cases
if the shop is greater that 25 or so users, you can almost always build
custom for less than OTB.

Doug Tanner
RAC / PAC


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.VISTAIT.COM] On Behalf Of Brian Goralczyk
Sent: Monday, January 07, 2002 9:37 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are using a few custom apps. We tend to use the logic that if you
aren't going to use at least 75% of the functionality, you shouldn't go
with OTB. Does anyone disagree with this logic?

-----Original Message-----
From: O'Hara, Jim [mailto:JLO4@PGE.COM]
Sent: Friday, January 04, 2002 12:03 PM
Subject: Re: Help Desk Application


**

We use a custom. We have had it for I think 7 years (before my time).
So many features that we have gotten attached to that we decided to
stick with it.

-----Original Message-----
From: Janet Smith [mailto:ccjsmith@ISUGW.INDSTATE.EDU]
Sent: Friday, January 04, 2002 8:04 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are currently using a custom built application on Remedy but are in
the process of installing the Help Desk application.

Jan Smith
Systems Analyst
Indiana State University
Phone: (812) 237-8593
Email: ccjsmith@isugw.indstate.edu

>>> llb31_2000@YAHOO.COM 01/04/02 10:37AM >>>
**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online! http://greetings.yahoo.com

______________
____
_____________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
____
_____________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
_________________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

__



You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org



===========================================================================
IMPORTANT NOTICE: This communication, including any attachment, contains
information that may be confidential or privileged, and is intended solely
for the entity or individual to whom it is addressed. If you are not the
intended recipient, you should delete this message and are hereby notified
that any disclosure, copying, or distribution of this message is strictly
prohibited. Nothing in this email, including any attachment, is intended
to be a legally binding signature.

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

Thanks David, I am a certified Instructor on Helpdesk, Asset & Change
Management and have been doing Remedy implementations for over 5 years,
want to guess what the percentage of Custom vs. OTB is ?

Doug

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.VISTAIT.COM] On Behalf Of David Kirkpatrick
Sent: Monday, January 07, 2002 1:20 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

Jan,

I'd mostly agree with Mr. T (, I pity the fool who doesn't use
Rem-Mail!) and Brian. It use to be a lot better when licensing wasn't
so complicated, but having to license HD and CM and ARS becomes cost
prohibitive pretty fast, especially with CM and approvals, etc. OTB
gives you an amazing amount of functionality in an instant, but the real
downside is that no matter how many 'best practices' are built in,
modification is almost always necessary to meet a company's business
needs, so the key is to understand how much modification is necessary.
If it's 'tons' (technical term), and you have adequate ARS resources and
time, then development is often better since you get exactly what you
need. If you have a short time frame and are short on ARS resources,
then perhaps out of the box would work better. Another aspect I look at
is when you install OTB apps, then next Admin/developer that comes
behind you knows how the core system functions even if you have made
modifcations. The core HD and CM are still there and recognizable even
if you've modified them, which makes it much easier to transition new
ARS support.

That said, we have custom apps that I'm replacing with HD and CM, but
the project I'm working on was approved before 5.0 was a reality, and I
truly believe that 5.x will reshape the way we and many others do
business. One of the functional leaps in technology among many- it's
ability to integrate with other data sources allows unparalleled
flexibility in design that previously was unattainable. My fear (, or
hope?!) is that I will build custom again with 5.0 and replace all that
I have just installed.

Oh well, that's the nature of corporate life, "I don't care if it makes
more sense to NOT roll that out, you've got a project that has to be
delivered!"

David C. Kirkpatrick
Lead Systems Administrator
The Regence Group
Portland, OR USA
503.225.6675 (phone)
dckirkp@regence.com




"Douglas M. Tanner"
To:
ARSLIST@LISTSERV.VISTAIT.COM
Sent by: "Action cc:
Request System Subject: Re: Help
Desk Application
discussion
list(ARSList)"
STAIT.COM>


01/07/2002 08:14 AM
Please respond to
"Action Request
System discussion
list(ARSList)"






**

I also tend to agree with that logic, in addition I always look at cost.
If I can custom develop an app for less money over three years of
licenses and support, then I suggest that to the customer. In most cases
if the shop is greater that 25 or so users, you can almost always build
custom for less than OTB.

Doug Tanner
RAC / PAC


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.VISTAIT.COM] On Behalf Of Brian Goralczyk
Sent: Monday, January 07, 2002 9:37 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are using a few custom apps. We tend to use the logic that if you
aren't going to use at least 75% of the functionality, you shouldn't go
with OTB. Does anyone disagree with this logic?

-----Original Message-----
From: O'Hara, Jim [mailto:JLO4@PGE.COM]
Sent: Friday, January 04, 2002 12:03 PM
Subject: Re: Help Desk Application


**

We use a custom. We have had it for I think 7 years (before my time).
So many features that we have gotten attached to that we decided to
stick with it.

-----Original Message-----
From: Janet Smith [mailto:ccjsmith@ISUGW.INDSTATE.EDU]
Sent: Friday, January 04, 2002 8:04 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are currently using a custom built application on Remedy but are in
the process of installing the Help Desk application.

Jan Smith
Systems Analyst
Indiana State University
Phone: (812) 237-8593
Email: ccjsmith@isugw.indstate.edu

>>> llb31_2000@YAHOO.COM 01/04/02 10:37AM >>>
**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online! http://greetings.yahoo.com

______________
____
_____________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
____
_____________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
_________________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
_________________


You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org



========================================================================
===
IMPORTANT NOTICE: This communication, including any attachment, contains
information that may be confidential or privileged, and is intended
solely for the entity or individual to whom it is addressed. If you are
not the intended recipient, you should delete this message and are
hereby notified that any disclosure, copying, or distribution of this
message is strictly prohibited. Nothing in this email, including any
attachment, is intended to be a legally binding signature.

______________
_________________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org

Dr. Doug,

I would bet that it is whatever percentage your extensive experience and
skill would indicate is the appropriate number!

How's that for a schmoozy answer?!?!?!

So what's up? How's business shaping in the post-Remedy era? Keeping your
boys busy?

Tell Warner and Robert "Howdy" for me.

Be good!

David C. Kirkpatrick
Lead Systems Administrator
The Regence Group
Portland, OR USA
503.225.6675 (phone)
dckirkp@regence.com



"Douglas M. Tanner"
To: ARSLIST@LISTSERV.VISTAIT.COM
Sent by: "Action cc:
Request System Subject: Re: Help Desk Application
discussion
list(ARSList)"
STAIT.COM>


01/07/2002 12:53 PM
Please respond to
"Action Request
System discussion
list(ARSList)"






**

Thanks David, I am a certified Instructor on Helpdesk, Asset & Change
Management and have been doing Remedy implementations for over 5 years,
want to guess what the percentage of Custom vs. OTB is ?

Doug

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.VISTAIT.COM] On Behalf Of David Kirkpatrick
Sent: Monday, January 07, 2002 1:20 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

Jan,

I'd mostly agree with Mr. T (, I pity the fool who doesn't use
Rem-Mail!) and Brian. It use to be a lot better when licensing wasn't
so complicated, but having to license HD and CM and ARS becomes cost
prohibitive pretty fast, especially with CM and approvals, etc. OTB
gives you an amazing amount of functionality in an instant, but the real
downside is that no matter how many 'best practices' are built in,
modification is almost always necessary to meet a company's business
needs, so the key is to understand how much modification is necessary.
If it's 'tons' (technical term), and you have adequate ARS resources and
time, then development is often better since you get exactly what you
need. If you have a short time frame and are short on ARS resources,
then perhaps out of the box would work better. Another aspect I look at
is when you install OTB apps, then next Admin/developer that comes
behind you knows how the core system functions even if you have made
modifcations. The core HD and CM are still there and recognizable even
if you've modified them, which makes it much easier to transition new
ARS support.

That said, we have custom apps that I'm replacing with HD and CM, but
the project I'm working on was approved before 5.0 was a reality, and I
truly believe that 5.x will reshape the way we and many others do
business. One of the functional leaps in technology among many- it's
ability to integrate with other data sources allows unparalleled
flexibility in design that previously was unattainable. My fear (, or
hope?!) is that I will build custom again with 5.0 and replace all that
I have just installed.

Oh well, that's the nature of corporate life, "I don't care if it makes
more sense to NOT roll that out, you've got a project that has to be
delivered!"

David C. Kirkpatrick
Lead Systems Administrator
The Regence Group
Portland, OR USA
503.225.6675 (phone)
dckirkp@regence.com




"Douglas M. Tanner"
To:
ARSLIST@LISTSERV.VISTAIT.COM
Sent by: "Action cc:
Request System Subject: Re: Help
Desk Application
discussion
list(ARSList)"
STAIT.COM>


01/07/2002 08:14 AM
Please respond to
"Action Request
System discussion
list(ARSList)"






**

I also tend to agree with that logic, in addition I always look at cost.
If I can custom develop an app for less money over three years of
licenses and support, then I suggest that to the customer. In most cases
if the shop is greater that 25 or so users, you can almost always build
custom for less than OTB.

Doug Tanner
RAC / PAC


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.VISTAIT.COM] On Behalf Of Brian Goralczyk
Sent: Monday, January 07, 2002 9:37 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are using a few custom apps. We tend to use the logic that if you
aren't going to use at least 75% of the functionality, you shouldn't go
with OTB. Does anyone disagree with this logic?

-----Original Message-----
From: O'Hara, Jim [mailto:JLO4@PGE.COM]
Sent: Friday, January 04, 2002 12:03 PM
Subject: Re: Help Desk Application


**

We use a custom. We have had it for I think 7 years (before my time).
So many features that we have gotten attached to that we decided to
stick with it.

-----Original Message-----
From: Janet Smith [mailto:ccjsmith@ISUGW.INDSTATE.EDU]
Sent: Friday, January 04, 2002 8:04 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Help Desk Application


**

We are currently using a custom built application on Remedy but are in
the process of installing the Help Desk application.

Jan Smith
Systems Analyst
Indiana State University
Phone: (812) 237-8593
Email: ccjsmith@isugw.indstate.edu

>>> llb31_2000@YAHOO.COM 01/04/02 10:37AM >>>
**

I'm curious to how many people on this discussion list
are using the Remedy Help Desk application vs a custom
built application? If you have a free second, please
let me know what you are using!

Thanks!

LB

_____________________
Do You Yahoo!?
Send your FREE holiday greetings online! http://greetings.yahoo.com

______________
____
_____________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
____
_____________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
_________________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

______________
_________________


You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org



========================================================================
===
IMPORTANT NOTICE: This communication, including any attachment, contains
information that may be confidential or privileged, and is intended
solely for the entity or individual to whom it is addressed. If you are
not the intended recipient, you should delete this message and are
hereby notified that any disclosure, copying, or distribution of this
message is strictly prohibited. Nothing in this email, including any
attachment, is intended to be a legally binding signature.

______________
_________________

You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org

__



You may also control your subscription options, including UNSUBSCRIBE, at
www.ARSLIST.org



===========================================================================
IMPORTANT NOTICE: This communication, including any attachment, contains
information that may be confidential or privileged, and is intended solely
for the entity or individual to whom it is addressed. If you are not the
intended recipient, you should delete this message and are hereby notified
that any disclosure, copying, or distribution of this message is strictly
prohibited. Nothing in this email, including any attachment, is intended
to be a legally binding signature.

__

You may also control your subscription options, including UNSUBSCRIBE, at www.ARSLIST.org