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Posted: Tue Mar 16, 2010 6:25 am
by markhayes
Hi, has anyone here implemented this tool? We are moving from a (loosely based) itil service management tool to SM7 which will include the new extended phased approach to change management and was I was wondering what experinces people here have had in implementing SM7?


Posted: Tue Mar 16, 2010 7:50 am
by tomkin
What tool are you using right now ? Then we can compare the two.

Posted: Tue Mar 16, 2010 9:47 am
by thechosenone69

First of all get the requirement from teh stakeholders, staff, customers, users etc. get their input on what they require and desire. Afterwards compare those requirements with the tool. Is it fit for purpose if yes then ask for a demo, install the software in your enviroment and test every aspect of it. Me & others on this community could tell you that its an excellent tool. However when you present it for your company they will say its crap and it doesnt meet the requirements and objectives, or maybe its over budget or too complex etc...

Posted: Tue Mar 16, 2010 12:06 pm
by Timo
Are you talking about HP's SM7? The poster above is right... get the requirements first. I am betting you will be able to find a much cheaper tool out there. Thing about TCO.

Posted: Thu Mar 18, 2010 5:58 am
by markhayes
Thanks for your input guys.

We're implementing SM7 at the moment, moving from Remedy 6. The way we handle changes is going to change drastically with the phased approach to change management that SM7 brings. So really I was just after some impressions of the tool from people who have used it.


Posted: Thu Mar 18, 2010 6:32 am
by Diarmid

since you are already committed to SM7 and you already know how you are going to use it, I'm not sure what value can be got from other people's impressions of it (unless you just want to commiserate together - you could set up a user group for that).
The way we handle changes is going to change drastically with the phased approach to change management that SM7 brings
I hope that's part of why you bought it and not the other way round. And I hope you already have your revised processes developed before day one.

Posted: Thu Mar 18, 2010 7:43 am
by markhayes
Aye we’re committed to it but it’s been quite a difficult implementation that’s 1 year past its due date but I am just after some user impression of improvements to the change process or any useful lessons learned etc.

Posted: Thu Mar 18, 2010 8:47 am
by Diarmid
Well Mark, my consistent line on that question is that other people's recounted experience won't help you and may even confuse or damage your decisions. Unless, of course, you know about their context in detail and are able to map it to your own situation. But that is almost impossible to achieve because there must be more than a dozen crucial variables to compare.

If you can find a user group, you can share some of the technical aspects of the tool (how to get it to do something, for example). But it is the effectiveness of your processes that is paramount and that can only be looked at hands-on.

Perhaps you need a pair of knowledgeable outside eyes to look at it for a week or a month or a year?

Posted: Thu Mar 18, 2010 11:35 am
by Timo
Hey Mark,

I was involved in SM implementation in the past... you need a consultant? ;)

OOOh, oooh... 200th post!!! WOO!!! GO TIMO!!!!