Posted: Tue Jan 17, 2006 4:30 am Post subject: BMC Magic ITIL Compliant Tool
Our organization recently purchased Magic from BMC Software. We are scheduled to implement in a few weeks. Is there anyone out there who has used this tool? If so, could you reply with your thoughts regarding this particular tool?
Magic is a powerful tool.But when implement your IT service,you should institute a process of your service and then customize Magic according to the process.Finally that will be the better practice.
Excellent advice. One must also clearly understand which customizations will be the easiest to maintain, and be sure to stay within reasonable limits. I have seen many cases of service desk tools being driven too far become an unwieldy thing to manage. It's wise to weigh the benefits vs. the effort to maintain the customizations through time with any tool.
Dave _________________ Dave Johnson
Market Segment Manager - Service and Asset Management
Posted: Fri Sep 01, 2006 8:51 pm Post subject: difficult
Simplicity is the key when trying to introduce new tools to your environment, its very difficult to get people to accept a new way of working, especially when it has a high learning curve.
After acceptance of the tools then you can gradually introduce additional changes.
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