ServiceDesk

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  • 1.  Comment from Symantec needed on - "Removal of Symantec ServiceDesk from ITSM"

    Posted Jan 31, 2012 12:00 AM

     

    so does this mean that we are going to be charged more for Service Desk? If the licensing is going to change doesnt this mean that the licensing management would be removed from the Symantec Management Platform server? 

     

    I already have a question from my client on this email. 

     



    Removal of Symantec™ ServiceDesk from Altiris™ IT Management Suite

     

    Date:

    January 30, 2012

     

     

    To:

    Customers of Altiris™ IT Management Suite

     

     

    Re:

    Removal of Symantec™ ServiceDesk from Altiris™ IT Management Suite

     



    Dear Valued Symantec Customer:

    This letter is to inform you about a software bundle change and any possible effects this might have on your business and future renewals and orders.

    Effective March 1, 2012 Symantec will be removing Symantec™ ServiceDesk from Altiris™ IT Management Suite (ITMS). The following information details how this change will impact your current entitlement to the ServiceDesk product.

    This change does not immediately impact any existing licenses you own today. Going forward all entitlements for ServiceDesk will be provided outside of ITMS. As a result and as of the effective date, existing ITMS customers who are and want to continue using ServiceDesk will be required to renew maintenance for ServiceDesk outside of the standard ITMS maintenance under a standalone ServiceDesk maintenance SKU. This will be in addition to the yearly ITMS maintenance renewal. This process will occur on the next renewal cycle after the effective date and does not affect customers with current maintenance. For example, if ITMS maintenance was renewed for one year in December 2011 then there is no action required until this maintenance expires in December 2012.

    Symantec ServiceDesk continues to be an actively marketed product, which is continuing to be developed and supported as a standalone SKU. Moving forward customers will be required to purchase new licenses of ServiceDesk under the standalone ServiceDesk SKU. As always, a base license is required for all ServiceDesk implementations and includes five technician seats. The base license entitlement is included with the ITMS license. Additional technician licenses may also be purchased as part of the standalone SKU.

    As always, Symantec is committed to helping our customers achieve success with their Symantec solutions. If you have any questions regarding this notice, please contact your Symantec Partner or your Symantec Account Manager.

    Thank you for using Symantec products and services.

    Sincerely,

    Symantec Corporation



    Helpful contact information:

    NOTE: Please do not reply to this email as it is electronically generated, and this mailbox is not monitored. Instead, please use the Customer Care link above to request assistance.

    Customer Care:
    http://www.symantec.com/business/support/assistance_care.jsp

    To learn more about Symantec products:
    http://www.symantec.com

    To find regional technical support contact information:
    http://www.symantec.com/enterprise/support/techsupport_global.jspent 



  • 2.  RE: Comment from Symantec needed on - "Removal of Symantec ServiceDesk from ITSM"

    Posted Jan 31, 2012 03:03 AM

    1. Symantec do a panic communication after less 2 weeks another panic communication (PCA code exposure)

    In this one, Symantec forgot to avoid customers panic, with a confirmation they will no have to pay more their licenses, should a good news because if not using ServiceDesk they will pay less ?

    But, do the customers will really pay less, or do they will have to pay same for less, and ServiceDesk customers will pay more ??? THAT IS THE OPEN QUESTION THIS REALLY BAD COMM...

     

    2. Symantec do this communication to customer directly, none to Partners !!

    So we are not prepare to answer customers questions, to complete the missing above...

     

    I think you can understand we are not completely satisfy this news, for the moment... angry



  • 3.  RE: Comment from Symantec needed on - "Removal of Symantec ServiceDesk from ITSM"

    Posted Jan 31, 2012 09:14 AM

    Disagree w/ point #2

     

    As a partner I disagree w/ point #2, we knew about this chagne to licensing coming and was not suprised the email ent out.

    Have a great releastionship w/ your partner manager or with Symantec people and this won't happen



  • 4.  RE: Comment from Symantec needed on - "Removal of Symantec ServiceDesk from ITSM"

    Posted Jan 31, 2012 12:31 PM

    jjesse 

    you just reinforced my point and Pascal's point. their was no communication from the Symantec sales rep or on the forums. 

    the biggest supporters of Symantec are on this forums - perhaps heads up would have been nice. 

     

    Also so what does the licensing mean? can you share? 



  • 5.  RE: Comment from Symantec needed on - "Removal of Symantec ServiceDesk from ITSM"

    Posted Jan 31, 2012 02:13 PM

    It's just a SKU or licensing change.  It wasn't a surprise to us, but perhaps it is a surprise to some customers, but obviously everybody hears about it for the first time at one point.

    You will still license through the Symantec Management Platform.  It's just purchased separate from ITMS.  In the same way a customer might purchase 8,000 CMS licenses and 2,000 SMS licenses (each are separate SKUs), now they would also add on 1 ServiceDesk base and 7 Analyst licenses (12 Analyst licenses total).  So that's four line items, four SKUs with different quantities.

    If a customer had 10,000 ITMS licenses, CMS/SMS/AMS/ServiceDesk were all included in that single ITMS SKU or line item.  Next time you need to process renewal, you will have ITMS covering CMS/SMS/AMS/etc under one SKU, and you have another SKU covering ServiceDesk -- or perhaps two SKUs (one base license which is 5 analyst licenses and another SKU to cover more than 5 analyst licenses).