7 Replies Latest reply: Jul 12, 2012 10:09 AM by Roger Jakobs RSS

SRM Licenses...

Matt Gee

Hi,

 

I am going to be upgrading to 7.6.04 - I am wondering what the situation is with SRM licenses...

 

I have the application license and am wondering what, if any user licenses are required?

 

Thanks in advance

  • 1. SRM Licenses...
    David J. Easter

    Hi Matt,

     

      Yes.  SRM user licenses are required to use the SRM application.  Please contact your BMC sales representative to discuss your particular environment and determine the proper number and type of licenses.

     

    Thanks,

    -------------

    David J. Easter

    Product Line Manager
    Remedy Platform
    BMC Software, Inc.

  • 2. SRM Licenses...
    Roger Jakobs

    Hi David,

    does users, that already have an Incident-license, need an additional SRM-User-license?

     

    I guess not, but I cannot find a clear statement.

     

    Regards,

    Roger

  • 3. SRM Licenses...
    Carl Wilson

    Hi,

    yes, SRM is licensed separately from Incident Management.

    Take a look at the below document for further clarification:

     

    https://communities.bmc.com/communities/docs/DOC-2975

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 4. SRM Licenses...
    Roger Jakobs

    Hi Carl,

    yes, the confusing part is that you can administer SRM with a Specialist license, but cannot use the front end with it...

     

    If this sentence from 2009 is still valid, the SRM-Admins also need an additional SRM-User-license:

     

    "For people working in the back end of SRM – working on Work Orders, in the Service

    Catalog manager console, in the Service Coordinator console, etc.  – they need AR write

    licenses (fixed or float); they do not need an SRM application license to do work orders

    or to access the other back end consoles.
    (Of course, they will need one if they will be putting in requests on the front end so they will probably have one.)"

     

    Best Regards,

    Roger

  • 5. SRM Licenses...
    Carl Wilson

    Hi Roger,

    this is true, it also applies to the new RKM application added to the ITSM Suite with respect to Administering and using the Search - 2 licenses are required.

     

    It can be quite confusing, best to contact your BMC Sales rep to discuss the current licensing model and requirements.

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 6. SRM Licenses...
    David J. Easter

    Keep in mind that there is the technical license (e.g. the AR System fixed/floating user) and the entitlement that you purchase (e.g. the BMC Remedy Service Management Specialist license bundle) - the use of the AR System User license is governed by the entitlement, not the other way around. 

     

    While technically the AR System fixed/floating user license is required to act as an SRM administrator, analyst or technician; it is the entitlement that is provided with purchasing the Service Management Specialist license bundle (or ITSM Suite user bundle) that provides you the rights to use it within SRM. 

     

    For end-user activities (e.g. submitting a service request through the front end), again technically it is an AR System read user license that is required to perform the action, but it is purchasing the Self-Service end user licenses that provides the rights to those users to use SRM as a consumer.

     

    Think of it like fishing.  If I have a fishing rod, I can technically catch fish.  But I need to get a fishing license to have the rights to use it.  And even with that fishing license, I am only allowed to catch fish that aren't endangered...

     

    Thanks,

    --------------

    David J. Easter

    Product Line Manager, AR System

    BSM & Atrium Solutions Mgmt
    BMC Software, Inc.

  • 7. SRM Licenses...
    Roger Jakobs

    Hi David,

     

    thank you, this answers precisely my question.

     

    Regards,

    Roger