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