Comments for ITSMinfo.com http://itsminfo.com Tracted IT Management Sun, 05 Feb 2012 12:10:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 Comment on BMC and Numara: What it Means by Gregory Tucker http://itsminfo.com/bmc-and-numara-what-it-means/comment-page-1/#comment-248 Gregory Tucker Sun, 05 Feb 2012 12:10:59 +0000 http://itsminfo.com/?p=261#comment-248 Bharathi, At the quarterly earnings call BMC did indicate their sales team is still rebuilding and they will look for cross-selling opportunities with Numara's sales team. That said, there is nothing predictable about Numara becoming more predictable. BMC also indicated the previous private equity owners focused on higher earnings (and less growth) while BMC will focus on higher growth and lower margins. There is not much here conducive to raising prices. Moreover BMC indicated they plan to increase investments in Numara products. Bharathi,

At the quarterly earnings call BMC did indicate their sales team is still rebuilding and they will look for cross-selling opportunities with Numara’s sales team.

That said, there is nothing predictable about Numara becoming more predictable. BMC also indicated the previous private equity owners focused on higher earnings (and less growth) while BMC will focus on higher growth and lower margins. There is not much here conducive to raising prices.

Moreover BMC indicated they plan to increase investments in Numara products.

]]> Comment on BMC and Numara: What it Means by Bharathi Priya http://itsminfo.com/bmc-and-numara-what-it-means/comment-page-1/#comment-247 Bharathi Priya Fri, 03 Feb 2012 15:43:35 +0000 http://itsminfo.com/?p=261#comment-247 As a result of this acquisition, Its so predictable that Numara products will become more and more expensive as BMC tries to recoup the acquisition costs from its newly expanded customer base. In the not-too distant future, Numara customers will be finding the price increases nudging them towards the more complicated BMC Service Management (Remedy) solution — which may or may not provide the service they need, at the price they want to pay. There is another way… Trade in your Numara proof of purchase now and get an equivalent ManageEngine ServiceDesk Plus annual license for free <a href="http://www.manageengine.com/bmc-acquires-numara/index.html" rel="nofollow">http://www.manageengine.com/bmc-acquires-numara/index.html</a> Bharathi Priya SEM Analyst ManageEngine ServiceDesk Plus As a result of this acquisition, Its so predictable that Numara products will become more and more expensive as BMC tries to recoup the acquisition costs from its newly expanded customer base. In the not-too distant future, Numara customers will be finding the price increases nudging them towards the more complicated BMC Service Management (Remedy) solution — which may or may not provide the service they need, at the price they want to pay.

There is another way…

Trade in your Numara proof of purchase now and get an equivalent ManageEngine ServiceDesk Plus annual license for free

http://www.manageengine.com/bmc-acquires-numara/index.html

Bharathi Priya
SEM Analyst
ManageEngine ServiceDesk Plus

]]> Comment on BMC and Numara: What it Means by Gregory Tucker http://itsminfo.com/bmc-and-numara-what-it-means/comment-page-1/#comment-246 Gregory Tucker Wed, 01 Feb 2012 12:43:27 +0000 http://itsminfo.com/?p=261#comment-246 BMC Service Desk Express? Take it out back and shoot like a rabid dog. Just kidding. Seriously, I don't know what will become of the product. BMC Service Desk Express? Take it out back and shoot like a rabid dog.

Just kidding. Seriously, I don’t know what will become of the product.

]]> Comment on BMC and Numara: What it Means by Tim http://itsminfo.com/bmc-and-numara-what-it-means/comment-page-1/#comment-245 Tim Wed, 01 Feb 2012 01:30:49 +0000 http://itsminfo.com/?p=261#comment-245 The future does look stable for the Numara customers for now. But what about BMC Service Desk Express? The future does look stable for the Numara customers for now. But what about BMC Service Desk Express?

]]> Comment on BMC and Numara: What it Means by Gregory Tucker http://itsminfo.com/bmc-and-numara-what-it-means/comment-page-1/#comment-244 Gregory Tucker Tue, 31 Jan 2012 22:55:34 +0000 http://itsminfo.com/?p=261#comment-244 I share your worries! The transaction price was not disclosed. However, I believe BMC needs a growth story because they could not deliver organically. Numara Software is strong in product management. BMC would be wise to listen. IF (big letter, theoretical IF) BMC combines the strengths correctly, the BMC and their customers could benefit from this. If BMC is looking only at cost consolidation, then all bets are off. I share your worries! The transaction price was not disclosed. However, I believe BMC needs a growth story because they could not deliver organically. Numara Software is strong in product management. BMC would be wise to listen.

IF (big letter, theoretical IF) BMC combines the strengths correctly, the BMC and their customers could benefit from this. If BMC is looking only at cost consolidation, then all bets are off.

]]> Comment on BMC and Numara: What it Means by Dean http://itsminfo.com/bmc-and-numara-what-it-means/comment-page-1/#comment-243 Dean Tue, 31 Jan 2012 17:51:41 +0000 http://itsminfo.com/?p=261#comment-243 As a former customer of BMC (we left them for Numara), I am wary of what is to come. Many of the current of Numara customers I have gotten to know left BMC for very similar reasons. Hopefully BMC will listen to either the Numara staff or the Numara customers to fully understand why organizations are leaving BMC, CA and HP for company's like Numara, Service Now and Hornbill. As a former customer of BMC (we left them for Numara), I am wary of what is to come. Many of the current of Numara customers I have gotten to know left BMC for very similar reasons. Hopefully BMC will listen to either the Numara staff or the Numara customers to fully understand why organizations are leaving BMC, CA and HP for company’s like Numara, Service Now and Hornbill.

]]> Comment on Should Incidents Be Re-Opened? by admin http://itsminfo.com/should-incidents-be-re-opened/comment-page-1/#comment-195 admin Sun, 13 Nov 2011 12:59:01 +0000 http://itsminfo.com/?p=249#comment-195 Service Level Management is a relevant topic I didn't mention. You are correct that these can stay open for too long while the assignee awaits confirmation from the user or customer. Resolved can also help with this use case. In organizations with strong emphasis on SLA's, the tool must be able to stop the SLA clock while in Resolved. In this post I made an assumption the tool can differentiate between statuses specifically called Resolved and Closed. In practice, they could be called anything--Pending Closure, Completed, Awaiting Closure, etc. In practice I have seen these delays range from 1 business day (aggressive) to 5 business days (conservative). Some types of issues, such as requests to disable access, could be closed immediately. Service Level Management is a relevant topic I didn’t mention. You are correct that these can stay open for too long while the assignee awaits confirmation from the user or customer. Resolved can also help with this use case. In organizations with strong emphasis on SLA’s, the tool must be able to stop the SLA clock while in Resolved. In this post I made an assumption the tool can differentiate between statuses specifically called Resolved and Closed. In practice, they could be called anything–Pending Closure, Completed, Awaiting Closure, etc. In practice I have seen these delays range from 1 business day (aggressive) to 5 business days (conservative). Some types of issues, such as requests to disable access, could be closed immediately.

]]> Comment on Should Incidents Be Re-Opened? by Piotr Chec http://itsminfo.com/should-incidents-be-re-opened/comment-page-1/#comment-194 Piotr Chec Sun, 13 Nov 2011 12:46:23 +0000 http://itsminfo.com/?p=249#comment-194 There is another aspect to this. In an organization with little emphasis on SLAs, the incidents tend to stay open far too long. People want to be sure that the incident is really gone, before they close it. That results in many incidents which should have been closed days ago. The answer is having clear statuses which differentiate between "resolved" and "closed". The incident could be set to "resolved" status immediately following service restoration. Then, there should be a set period of time for the users to get back with complaints. You are right, that should not be too long. It really depends on each organization. The ultimate goal is that we find the fine line between when the incident is the "old" one, or a "new" one. In some companies users are quick to respond, in others not so much. On my <a href="http://www.itsmperfection.com" rel="nofollow">ITSM Perfection blog</a>, I talk about such topics as well. There is another aspect to this. In an organization with little emphasis on SLAs, the incidents tend to stay open far too long. People want to be sure that the incident is really gone, before they close it. That results in many incidents which should have been closed days ago.

The answer is having clear statuses which differentiate between “resolved” and “closed”. The incident could be set to “resolved” status immediately following service restoration. Then, there should be a set period of time for the users to get back with complaints.

You are right, that should not be too long. It really depends on each organization. The ultimate goal is that we find the fine line between when the incident is the “old” one, or a “new” one. In some companies users are quick to respond, in others not so much.

On my ITSM Perfection blog, I talk about such topics as well.

]]> Comment on The Problem of CSFs by Christopher M Dancy http://itsminfo.com/the-problem-of-csfs/comment-page-1/#comment-113 Christopher M Dancy Mon, 18 Apr 2011 13:53:28 +0000 http://itsminfo.com/?p=195#comment-113 Mr Tucker, You are too kind! Chris Mr Tucker,
You are too kind!

Chris

]]> Comment on Rethinking the CMS by gregorytucker http://itsminfo.com/rethinking-the-cms/comment-page-1/#comment-101 gregorytucker Sat, 01 Jan 2011 15:06:11 +0000 http://itsminfo.com/?p=168#comment-101 Although I never said it as elegantly as you, Ian, I said similar things to my customers. In particular, as we discussed the theoretical description and benefits of the CMDB, it is important note the CMDB is a big elephant to eat, and the way to start is one bite at a time. Eating the low hanging fruit is perhaps a less gruesome analogy--those capabilities that satisfy the most immediate pain points or requirements. The initial engagement usually meant identifying data sources and pain points and filling in the gaps to achieve something useful. Not everything that is theoretically possible should be done. By the way, I promise I will finally pick up a copy of the USMBOK in January 2011 (esp. with the sale). Although I never said it as elegantly as you, Ian, I said similar things to my customers. In particular, as we discussed the theoretical description and benefits of the CMDB, it is important note the CMDB is a big elephant to eat, and the way to start is one bite at a time.

Eating the low hanging fruit is perhaps a less gruesome analogy–those capabilities that satisfy the most immediate pain points or requirements. The initial engagement usually meant identifying data sources and pain points and filling in the gaps to achieve something useful.

Not everything that is theoretically possible should be done.

By the way, I promise I will finally pick up a copy of the USMBOK in January 2011 (esp. with the sale).

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