[34] in Tooltime

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Notes from 2/27

daemon@ATHENA.MIT.EDU (Barbara Goguen)
Tue Feb 27 14:09:09 1996

Date: Tue, 27 Feb 1996 14:08:48 -0500
To: tooltime@MIT.EDU
From: goguen@MIT.EDU (Barbara Goguen)



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1. & 2.  Update on vendor hell
- Dick Campbell came back with site (or at least partial site) license
quote that needs lots of clarification

- Uncertain over whether we want/need site license

- Dick Campbell is not interested in pursuing technical issues until
pricing is agreed upon

- Discussion of whether to go above or around Dick Campbell.  Likely to do
so SOON.

- Mentioned that yesterday I contacted Bill Papp since I was getting no
response from Dick Campbell.  Bill assured me that he would get back to me
today to try to arrange the conference call for Wed. or Thursday.

- Mentioned that I had called on the 1 reference that Dick had given me -
Jim Roman at Hitachi Computers.  Jim seemed quite enamored of the product,
said that once it was up and running, it essentially was running itself.
They've been using Scopus since 1993, and picked Scopus over Clarify.  They
run it on Oracle back-end.  They are just in the process of installing
WebTeam.  They run mostly UNIX clients, and expect the second most popular
will be Windows, but they do have it running on a couple of Macs.  They
have not had the Mac install problems we have had - they've even gotten it
running on a Mac IIcx.  Jim suggested that our install problems may indeed
have something to do with SQL*Net rather than Scopus as he has seen similar
symptoms installing data access tools.  They currently run only 20 client
licenses and primarily use Scopus as bug tracking tool not help desk.
********* Most interesting thing he said had to do with his experience with
the Scopus reps.  He said he has never had a bad experience with them, that
the person who was his rep, Robert Loughan has been recently sent back east
to Boston to "fix things".  After hearing that we weren't experiencing the
same high quality rep relationship, he said he would give Mr. Loughan a
call and suggest that he check into our account.*********

- Uncertain over whether or not to reopen the Remedy issue given technical
and political implications

- Necessary to make decision between Remedy and Scopus _IF_ we are to meet
or even come close to proposed timeline

Timeline - what's driving it?
I believe it is two factors - first is the perceived need that the tool
would solve many of the current help desk problems; second is the real
deadline that I face going out on maternity leave.  I put forth my belief
that I don't think either of these factors should push us to make a hasty
and inappropriate decision.  I don't believe that a tool solves the help
desk problems and that a switch in tool might in fact at least initially
cause more problems for the help desk as staff adjust.  The advantages of a
good, robust tool are more evident over the long run for the help desk but
will not likely solve the immediate problems.  And, my maternity leave
should not force a hasty decision in that I am confident that I am not the
only one capable of leading this effort.  The Tooltime team is made up of
many talented individuals, most of whom together or individually could
continue to lead this effort in my absence.

I asked Tooltime members to give some thought to all of this and to get
back to me with any suggestions as to what to do if neither Scopus nor
Remedy seems to make sense.

3.  What to do to transition to my maternity leave?
I asked the team if they had any interest to stay in tact as a working team
while I'm gone, and the response was a yes.  I also suggested that if
anyone currently on the team were interested in assuming some of my
responsibilities in my absence that I believe they would make the best
candidates since they are well aware of what has happened and where things
stand.

4.  I passed around an updated Help Desk Tools Requirements doc in paper
form and asked people to spend 15 minutes or so checking for completeness,
accuracy, etc. and to get comments back to me.  I see this doc as being
useful both to help us compare Scopus and Remedy, and possibly to help us
re-open the investigation if necessary into other tools.  Since people were
interested in working with this doc electronically, I am attaching it here.
I will also be sending it in uuencode format to Ray (and anyone else who
needs it in that format).

Follow-ups:
As soon as I hear back from Scopus regarding the conference call
possibilities for Wed/Thurs, I will be getting in touch with the
appropriate folks.



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-barbara
 goguen@mit.edu
 617-253-6135



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