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Re: BMC Account Rep question



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On Mon, Mar 20, 2017 at 4:30 PM Mary DeFroy <defroym@missouri.edu> wrote:
I haven't posted on here in a long time, but I wasn't sure where else to look for answers.  I work at the University of Missouri, and we are longtime Remedy/ITSM customers (20 plus years).  We used to get really great support from our account reps, but the support has gotten pretty bad over the past 2 years.  We were assigned a new account rep a few weeks ago, and I had high hopes that the new person would be better than the last rep, but he doesn't  really understand the product offerings.  It seems like things are in flux at BMC as far as ITSM, but we are unable to get answers to basic questions about future releases and how the various pieces and parts (ITSM, MyIT, Service Broker, Innovation Studio) fit together.  We really need some semblance of a roadmap for even the next 12 months and I am unable to get that information.  For example, we were told last year that with our current licenses we could use MyIT Self Service.  Last week we were told that we would have to convert our c
 urrent Self Service licenses and get 'credits' towards MyIT licenses.  Given that we are a University with a shrinking budget, hearing things like this isn't helping at all.  We have a very specific roadmap on our end, and really just need someone from BMC to review that and help us map that against their offerings...it doesn't seem like that should be this hard.

Does anyone have any suggestions on how to escalate this issue past our account rep?

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