Anyone that knows me knows how fond I am of good relationships between IT Operations
and IT Support and how important I believe the PEOPLE aspect of the people,
process, and technology “triangle of success” is. I’m also very proud to be part of an
organization that believes that choice matters in TECHNOLOGY and that finding
the technological right fit, particularly in how IT can service and support
business success is critical because every organization is different.
The same thing is true for those that have enterprise-class requirements for
PROCESS. Many tool solution providers out there show pretty pictures and tell compelling stories about their products and technologies, but at the end of the day, having a IT back-office
industrialization architecture that is purpose-built to adjust and adapt, so
that when changing consumerization demands of business users require action,
the back-office can readily provide the integration, automation and reach
necessary to empower those end users in the way that works for them.
You simply cannot do this with a few java scripts and some gateways thrown in. In the grown-up, enterprise service management world, you’re going to need a federated, reconcilable CMDB with a proven, credible configuration management system around it that simply works;
you’re going to need enterprise-class asset management that integrates into
supply management and procurement rather than an extension of simple
inventory, you’re going to need standardized, documented integrations based on
a workflow engine that is easily configurable, with choices for on premise, on
demand, or hybrid deployment to fully attain true IT Operations Management (ITOM) and enjoy the benefits of business service management.
Complex enterprise businesses need the integration, automation, and reach that only sophisticated, enterprise-capable architectures like BMC Remedy can offer. And while
I applaud the creativity of so many vendors out there that can spin stories
around this by taking our eyes off the ball – how brilliant their SaaS
offerings are, how pretty the UI is, isn’t it great that we have new mobile
apps even though we’re 3 years late – we all need to be honest with ourselves –
a rose by any other name is a rose. You can’t call a SmartCar a Porsche by painting a racing stripe on it.
Although SmartCar’s definitely have their place because as I mentioned, one size does not fit all!
Chris Dancy recently published his 20 questions to ask ITSM vendors. Here’s my 20 questions to ask vendors on their capabilities around integration, automation, and reach:
Question 1: Can you do THIS:
Questions 2-20: Refer to question 1.