BSM Remedy: its not just awful, it's Godawful.

[catsidhe]

Seriously, what the hell is wrong with BSM Remedy when the client, which is a glorified web page and must be accessed through a browser (although to be fair, the previous version's dedicated client was, in essence, a glorified and fundamentally broken web browser with pretentions of adequacy), uses almost as much memory as an entire running VMware instance of WinXP?


BSM Remedy: levelling the playing field by making simple jobs as hard to do as complicated ones, and complicated ones impossible.

BSM Remedy: because the person designing the system has no idea what you do, and it shows.

BSM Remedy: because there's nothing like an ITIL-compliant job tracking tool; and this is, indeed, nothing like one.

BSM Remedy: because if the person who designed your implementation knew what they were doing, they'd be doing something important instead of designing your implementation.

BSM Remedy: management hates you and wants you to suffer.

Comments

[ideological_cuddle]

My immediately-prior gig was using Remedy (well, I *think* it was, but it's possible that I am misremembering) and it was set up in a vaguely sane-ish manner so it wasn't too painful to deal with.

We all used the stock interface for most things, all the assets were logged in it properly, and we stuck with just Incidents and Change Requests so I've no idea what this "Tasks" business is about.

Helps that it was a freaking huge corporation with processes and training out the whazoo, specifically aimed at lowish-skill workers. So while it was more complicated than I'd have liked, and we had custom interfaces for some specific things, it basically worked tolerably.

Certainly better than the system at the immediately-prior place, anyway.

Here we just use Basecamp. Everything is a project, the ops-ish side is miniscule so we just use a specific project for that.