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pdkaman

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Reply with quote  #1 
Does anyone have experience extending this product to non-IT lines of business?

This is a product based on IT Service Management and as such it's solution facilitates that goal.

But we are considering leveraging some of these modules to speed up development for non IT solutions... but it seems like we may be punting and end up with maintenance or problems down the road... because after all, this is an ITIL solution.

Thoughts and preferably, anyone with direct experience?
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Jerome

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Reply with quote  #2 
You have this for version 9 yet? Any comparisons the version 7 release?
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Post an example, and we will have a much better idea what the problem is. In about 90% of posts, the problem is one of communication. Examples bridge that gap.
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pdkaman

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Reply with quote  #3 
We are looking / developing a migration path for v7.6 to v9 with the assistance of OT.

9.2 Assure seems to be pretty much the same animal.  The big difference I would say is the richer UI with drag and drop web parts... and a built in chat feature that seems pretty slick... but not sure how it will function in practice (since our org already has Microsoft Communicator).

Assure was brought in, v7.x, as a IT Service Mgmt product but seems like now with 9.x OpenText is pitching this as a generic business tool.  OT is selling HR Assure... which outward appearances would be a pre-built module.  But the reality is it is conceptual model that you have to code to fit your HR needs using Task Templates, etc.

http://www.opentext.com/2/global/products/smart-process-applications/opentext-assure-for-human-resources-demo.htm
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cheshirep

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Reply with quote  #4 
Quote:
Originally Posted by pdkaman
Does anyone have experience extending this product to non-IT lines of business?

This is a product based on IT Service Management and as such it's solution facilitates that goal.

But we are considering leveraging some of these modules to speed up development for non IT solutions... but it seems like we may be punting and end up with maintenance or problems down the road... because after all, this is an ITIL solution.

Thoughts and preferably, anyone with direct experience?


I am a consultant involved on the role out of Assure v9 to a UK division of a world wide organisation. We have successfully adapted the processes within Assure to manage our HR Service Centre and we are easily handling calls and tasks for many thousands of staff. Because the system is really an ITIL solution we have restricted our usage to Request Fulfilment & Task Management. We also use Request Fulfilment Templates and Task Templates extensively. By modifying our forms and uploading a data extract daily from our mainframe we are handling 100 different call sub categories.

With correct pre-planning and process mapping Assure V9 can be successfully adapted to non IT service desk management.

I hope you fund this comment useful.


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Paul Cheshire
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pdkaman

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Reply with quote  #5 
Thanks!

Main question then, what made you decide to go this route versus building a separate MBPM solution and publishing that for HR?

Curiously,
Paul
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