**

My company has recently merged with another company. Both companies have their own helpdesk tool, ours being remedy (4.5.2) theirs being Magic. In the not so distant future we will combining the two IT departments, I am interested in locating comprehensive comparisons between them.

At this point we are just trying to develop a strategy for the two companies, both companies are rather large. I would like to see us keep remedy (biased perhaps), however, I need to be open minded. It may decided to go with another tool altogether (let's hope not) Anyone have a good source for comparisons, or had to go through this process before? I'd be very appreciative of any nudges in the right direction, or documentation any one may be willing to share. TIA!

**
Patrick-

Who is the manufacturer of Magic?

Thanks

Basia

Patrick Hardy wrote:


**

My company has recently merged with another company. Both companies have their own helpdesk tool, ours being remedy (4.5.2) theirs being Magic. In the not so distant future we will combining the two IT departments, I am interested in locating comprehensive comparisons between them.

At this point we are just trying to develop a strategy for the two companies, both companies are rather large. I would like to see us keep remedy (biased perhaps), however, I need to be open minded. It may decided to go with another tool altogether (let's hope not) Anyone have a good source for comparisons, or had to go through this process before? I'd be very appreciative of any nudges in the right direction, or documentation any one may be willing to share. TIA!

**
I used Support Magic before...is that the same Magic that you are talking about?

-----Original Message-----
From: Basia A Priga [mailto:bapriga@CONCENTRIC.NET]
Sent: Wednesday, September 25, 2002 4:30 PM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: Re: Remedy comparison to Magic and other tools


** Patrick-

Who is the manufacturer of Magic?

Thanks

Basia

Patrick Hardy wrote:


**

My company has recently merged with another company. Both companies have their own helpdesk tool, ours being remedy (4.5.2) theirs being Magic. In the not so distant future we will combining the two IT departments, I am interested in locating comprehensive comparisons between them.

At this point we are just trying to develop a strategy for the two companies, both companies are rather large. I would like to see us keep remedy (biased perhaps), however, I need to be open minded. It may decided to go with another tool altogether (let's hope not) Anyone have a good source for comparisons, or had to go through this process before? I'd be very appreciative of any nudges in the right direction, or documentation any one may be willing to share. TIA!

**


I have a Gartner document that clearly states that Remedy is preferred over Magic. Of course if the company has no plans to use ARS for anything other than Help Desk ticketing and has no plans to customize, Magic will probably be least expensive. If you have access to Gartner, check out article: CSD Scenario: Untangling the Self Support Web. It uses the Magic quadrant to compare applications.

-Jamie Blodgett
Williams Co.


**

My company has recently merged with another company. Both companies have their own helpdesk tool, ours being remedy (4.5.2) theirs being Magic. In the not so distant future we will combining the two IT departments, I am interested in locating comprehensive comparisons between them.

At this point we are just trying to develop a strategy for the two companies, both companies are rather large. I would like to see us keep remedy (biased perhaps), however, I need to be open minded. It may decided to go with another tool altogether (let's hope not) Anyone have a good source for comparisons, or had to go through this process before? I'd be very appreciative of any nudges in the right direction, or documentation any one may be willing to share. TIA!

**

Patrick,

I wonder if you are talking about SupportMagic? If that is the case then
I don't think you are comparing apples with apples. From what I
remember, SupportMagic was purely a Service Desk application that was
specific to I.T. departments and had limited "customising" abilities.

I would be surpised if you could find any comparisons between these
products. If you take a look at their web site you will find that their
system is not in the same league as Remedy.

When the time comes for your companies to compare products I am sure the
natural progression would be towards Remedy. It is a system that can
grow and adapt to your business needs, whatever they are.

Cheers,

Mike.

Michael Worts
Remedy Consultant

P.S. I did evaluate both Remedy and SupportMagic a number of years ago (when
Remedy v2 was out) and even then Remedy was a more superior product.

-----Original Message-----
From: Patrick Hardy
To: ARSLIST@LISTSERV.QMXS.COM
Sent: 25/09/02 18:39
Subject: Remedy comparison to Magic and other tools

**

My company has recently merged with another company. Both companies
have their own helpdesk tool, ours being remedy (4.5.2) theirs being
Magic. In the not so distant future we will combining the two IT
departments, I am interested in locating comprehensive comparisons
between them.

At this point we are just trying to develop a strategy for the two
companies, both companies are rather large. I would like to see us keep
remedy (biased perhaps), however, I need to be open minded. It may
decided to go with another tool altogether (let's hope not) Anyone have
a good source for comparisons, or had to go through this process before?
I'd be very appreciative of any nudges in the right direction, or
documentation any one may be willing to share. TIA!


To UNSUBSCRIBE, email the message "unsubscribe
arslist" to: listserv@arslist.org You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org


The contents of this email and any attachments are sent for the personal attention
of the addressee(s) only and may be confidential. If you are not the intended
addressee, any use, disclosure or copying of this email and any attachments is
unauthorised - please notify the sender by return and delete the message. Any
representations or commitments expressed in this email are subject to contract.

ntl Group Limited

From what I remember from the one time I saw Support Magic, it had a very nice web front end, and the ability to customize was ok, but scalability is its big issue. It's not Enterprise-capable, from what the guy who ran the system indicated. If your company is using one tool, I'd make it one they can grow with. Remedy.

Rick

-----Original Message-----
From: Michael Worts [mailto:Michael.Worts@NTL.COM]
Sent: Wed 9/25/2002 11:55 PM
To: ARSLIST@LISTSERV.QMXS.COM
Cc:
Subject: Re: Remedy comparison to Magic and other tools



**

Patrick,

I wonder if you are talking about SupportMagic? If that is the case then
I don't think you are comparing apples with apples. From what I
remember, SupportMagic was purely a Service Desk application that was
specific to I.T. departments and had limited "customising" abilities.

I would be surpised if you could find any comparisons between these
products. If you take a look at their web site you will find that their
system is not in the same league as Remedy.

When the time comes for your companies to compare products I am sure the
natural progression would be towards Remedy. It is a system that can
grow and adapt to your business needs, whatever they are.

Cheers,

Mike.

Michael Worts
Remedy Consultant

P.S. I did evaluate both Remedy and SupportMagic a number of years ago (when
Remedy v2 was out) and even then Remedy was a more superior product.

-----Original Message-----
From: Patrick Hardy
To: ARSLIST@LISTSERV.QMXS.COM
Sent: 25/09/02 18:39
Subject: Remedy comparison to Magic and other tools

**

My company has recently merged with another company. Both companies
have their own helpdesk tool, ours being remedy (4.5.2) theirs being
Magic. In the not so distant future we will combining the two IT
departments, I am interested in locating comprehensive comparisons
between them.

At this point we are just trying to develop a strategy for the two
companies, both companies are rather large. I would like to see us keep
remedy (biased perhaps), however, I need to be open minded. It may
decided to go with another tool altogether (let's hope not) Anyone have
a good source for comparisons, or had to go through this process before?
I'd be very appreciative of any nudges in the right direction, or
documentation any one may be willing to share. TIA!


To UNSUBSCRIBE, email the message "unsubscribe
arslist" to: listserv@arslist.org You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org


The contents of this email and any attachments are sent for the personal attention
of the addressee(s) only and may be confidential. If you are not the intended
addressee, any use, disclosure or copying of this email and any attachments is
unauthorised - please notify the sender by return and delete the message. Any
representations or commitments expressed in this email are subject to contract.

ntl Group Limited

** **

Network Associates



Kind Regards,

Axton Grams

University or North Texas

ACS Remedy, Computing Center

Web Site: http://remedy.unt.edu/helpdesk/

Email: awg0008@unt.edu

Phone: 940-565-3287

Cell: 903-624-7133

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@LISTSERV.QMXS.COM] On Behalf Of Basia A Priga
Sent: Wednesday, September 25, 2002 4:30 PM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: Re: Remedy comparison to Magic and other tools



Patrick-

Who is the manufacturer of Magic?

Thanks

Basia

Patrick Hardy wrote:



**

My company has recently merged with another company. Both companies have their own helpdesk tool, ours being remedy (4.5.2) theirs being Magic. In the not so distant future we will combining the two IT departments, I am interested in locating comprehensive comparisons between them.

At this point we are just trying to develop a strategy for the two companies, both companies are rather large. I would like to see us keep remedy (biased perhaps), however, I need to be open minded. It may decided to go with another tool altogether (let's hope not) Anyone have a good source for comparisons, or had to go through this process before? I'd be very appreciative of any nudges in the right direction, or documentation any one may be willing to share. TIA!





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

Hi,
In my previous company we had Support Magic come out and do a demo for us...In terms of money it was less than Remedy, but is just not as robust. I'm sure Remedy or one the its partners will be happy to come out and do a demo to show management its capabilities... We took a similar approach when there was an interest in purchasing Siebel...


thanks,

Juan


-----Original Message-----
From: Rick Cook [mailto:rcook@DENALIAI.COM]
Sent: Thursday, September 26, 2002 8:05 AM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: Re: Remedy comparison to Magic and other tools


From what I remember from the one time I saw Support Magic, it had a very nice web front end, and the ability to customize was ok, but scalability is its big issue. It's not Enterprise-capable, from what the guy who ran the system indicated. If your company is using one tool, I'd make it one they can grow with. Remedy.

Rick

-----Original Message-----
From: Michael Worts [mailto:Michael.Worts@NTL.COM]
Sent: Wed 9/25/2002 11:55 PM
To: ARSLIST@LISTSERV.QMXS.COM
Cc:
Subject: Re: Remedy comparison to Magic and other tools



**

Patrick,

I wonder if you are talking about SupportMagic? If that is the case then
I don't think you are comparing apples with apples. From what I
remember, SupportMagic was purely a Service Desk application that was
specific to I.T. departments and had limited "customising" abilities.

I would be surpised if you could find any comparisons between these
products. If you take a look at their web site you will find that their
system is not in the same league as Remedy.

When the time comes for your companies to compare products I am sure the
natural progression would be towards Remedy. It is a system that can
grow and adapt to your business needs, whatever they are.

Cheers,

Mike.

Michael Worts
Remedy Consultant

P.S. I did evaluate both Remedy and SupportMagic a number of years ago (when
Remedy v2 was out) and even then Remedy was a more superior product.

-----Original Message-----
From: Patrick Hardy
To: ARSLIST@LISTSERV.QMXS.COM
Sent: 25/09/02 18:39
Subject: Remedy comparison to Magic and other tools

**

My company has recently merged with another company. Both companies
have their own helpdesk tool, ours being remedy (4.5.2) theirs being
Magic. In the not so distant future we will combining the two IT
departments, I am interested in locating comprehensive comparisons
between them.

At this point we are just trying to develop a strategy for the two
companies, both companies are rather large. I would like to see us keep
remedy (biased perhaps), however, I need to be open minded. It may
decided to go with another tool altogether (let's hope not) Anyone have
a good source for comparisons, or had to go through this process before?
I'd be very appreciative of any nudges in the right direction, or
documentation any one may be willing to share. TIA!


To UNSUBSCRIBE, email the message "unsubscribe
arslist" to: listserv@arslist.org You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org


The contents of this email and any attachments are sent for the personal attention
of the addressee(s) only and may be confidential. If you are not the intended
addressee, any use, disclosure or copying of this email and any attachments is
unauthorised - please notify the sender by return and delete the message. Any
representations or commitments expressed in this email are subject to contract.

ntl Group Limited

**

Remedy is unique because it alone offers the following feature set:

- Dynamic application that lets you add variables, modify forms, or alter workflow
- Lets you adapt product to existing processes (rather than build processes around product)
- Extensive capabilities for asset management, change management, and other related applications
- Affordable long-term operational cost and return on investment (ROI)

- Application server available for multiple platforms (Windows, Solaris, HP-UX, AIX, Linux)
- Web server available for multiple platforms (IIS, iPlanet/SunONE, Apache)
- Uses multiple database server platforms (Oracle, Sybase, Informix, MS SQL Server, DB2)

- Scalable to well over 1,000 concurrent users
- Options for self-help and knowledgebase applications
- Integration with network management and system management tools
- Extensive monitoring, alerting, and notification capabilities
- Extensive third-party database access and data import capabilities

- Native support for web browser clients
- Extensive options for mobile/wireless Palm, PowerPC, Blackberry, and WAP clients

- Multi-lingual support

- Native capabilities to synchronize development/test and production servers
- Native capabilities to synchronize between two or more servers
- Native capabilities for load balancing and clustered servers (high availability)

- Equal treatment and support for Windows or web browser clients
- Full support for XML and user-defined XML schemas
- Full support for SOAP/WSDL/UDDI and general web services

That said, not all organizations need such a robust feature set, and that's where products like SupportMagic (now known as Network Associates Magic Solutions), HEAT, and others provide "adequate" features, typically at a lower price. It all comes down to meeting requirements at the least cost. In other words, not everyone needs a Mercedes (Remedy) when a Chevy (Magic or HEAT) is adequate (no offense to Chevy owners!).

For more information and/or additional information comparing Remedy with Magic Solutions, please contact me directly.

-- Bing

Bradford Bingel ("Bing")
QMX Support Services Inc. ( http://www.qmxs.com/)
San Francisco Bay Area, USA
bing@qmxs.com (email)
925-260-6394 (mobile)


-----Original Message-----
From: Action Request System discussion list(ARSList)
[ mailto:ARSLIST@LISTSERV.QMXS.COM]On Behalf Of Michael Worts
Sent: Wednesday, September 25, 2002 11:55 PM
To: ARSLIST@LISTSERV.QMXS.COM
Subject: Re: Remedy comparison to Magic and other tools


**

Patrick,

I wonder if you are talking about SupportMagic? If that is the case then
I don't think you are comparing apples with apples. From what I
remember, SupportMagic was purely a Service Desk application that was
specific to I.T. departments and had limited "customising" abilities.

I would be surpised if you could find any comparisons between these
products. If you take a look at their web site you will find that their
system is not in the same league as Remedy.

When the time comes for your companies to compare products I am sure the
natural progression would be towards Remedy. It is a system that can
grow and adapt to your business needs, whatever they are.

Cheers,

Mike.

Michael Worts
Remedy Consultant

P.S. I did evaluate both Remedy and SupportMagic a number of years ago (when
Remedy v2 was out) and even then Remedy was a more superior product.

-----Original Message-----
From: Patrick Hardy
To: ARSLIST@LISTSERV.QMXS.COM
Sent: 25/09/02 18:39
Subject: Remedy comparison to Magic and other tools

**

My company has recently merged with another company. Both companies
have their own helpdesk tool, ours being remedy (4.5.2) theirs being
Magic. In the not so distant future we will combining the two IT
departments, I am interested in locating comprehensive comparisons
between them.

At this point we are just trying to develop a strategy for the two
companies, both companies are rather large. I would like to see us keep
remedy (biased perhaps), however, I need to be open minded. It may
decided to go with another tool altogether (let's hope not) Anyone have
a good source for comparisons, or had to go through this process before?
I'd be very appreciative of any nudges in the right direction, or
documentation any one may be willing to share. TIA!


To UNSUBSCRIBE, email the message "unsubscribe
arslist" to: listserv@arslist.org You may also control your subscription
options, including UNSUBSCRIBE, at www.ARSLIST.org


The contents of this email and any attachments are sent for the personal attention
of the addressee(s) only and may be confidential. If you are not the intended
addressee, any use, disclosure or copying of this email and any attachments is
unauthorised - please notify the sender by return and delete the message. Any
representations or commitments expressed in this email are subject to contract.

ntl Group Limited

**

>===== Original Message From arslist@ARSLIST.ORG =====
>**
>
>Remedy is unique because it alone offers the following feature set:
>
> - Full support for XML and user-defined XML schemas

From Release notes:
"XML Schema Limitations
Only the most common XML schema constructs are supported."


..
Jarl