8/29/2012

Attendees:

Barbara Goguen
Chris Gresham
Garry Zacheiss
Oliver Thomas
Steve Landry
Dave Conlon
Jozsef Dozci
Stuart Peloquin
Jessica Donnelly Reed
Anne Silvester

RemedyForce

  • easily "brandable"
  • home page has sections for
    • popular
    • services
    • requests
    • broadcasts
    • quicklinks and KB articles
  • self service:
    • customer has list of open requests
    • browse services
    • full search and web search
    • requests will prompt for information
      • add documents
      • fill out forms
  • delivery side:
    • requests generate ticket(s)
      • ticket has associated templates and tasks
      • triggers workflow

Remedy OnDemand 8.0

  • more graphical navigation
  • broadcasts
  • allows for customer user interface for service catalog
    • types of fields are options
    • wizard to help build catalog items
    • link out to other websites and apps
  • can forecast impacts based on changes
  • robust CMDB (unlike RemedyForce)
    • reconciliation and normalization of CIs from various feeds/systems of record
  • better asset management functionality
    • parent child relationships in tickets
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