5 out of 5.0, Reviewed Oct 11, 2016
PMG has always been responsive to our needs and always have a suggestion, method, or connector to help us with our process designs. Installation and upgrade of the application are quick and easy, one of the best applications I work with. Forms are a little limited in functionality.
Mastering the workflows and connectors will take a little time. Start with a few small projects to show the systems capabilities before jumping into any large or complicated projects.
Versatility and flexibility to accomplish any automated task. We can use PMG for a variety of tasks from VM provisioning, AD account controls, user provisioning in other applications, and automated ticket creation (inbound and outbound) in multiple ticketing systems.
Built informs functionality is limited.
Handling of AD vs LDAP connectivity for user authentication. When adding multiple domains to expand the services availability we had no ability to mix AD and LDAP connections because of the way PMG handles each for authentication and permissions.
Perhaps start with a few smaller and easier workflow processes before taking on large projects like VM provisioning automation.
PMG support has always been responsive and has always had a solution for what we're trying to accomplish. Sometimes that solution is just a better way to accomplish the task in the application.
4 out of 5.0, Reviewed Oct 7, 2016
Responsive and friendly, knowledgeable
Understand where you need traditional BPM and where you need service catalog and how those needs relate to other business systems you have or are considering. There are many players in ITIL/back office automation and they have overlapping feature capabilities.
Very responsive to roadmap needs
Doesn't combine an ability to integrate a sales cycle with service catalog.
There have been a couple occasions where we've stumped support with issues we've seen
5 out of 5.0, Reviewed Oct 7, 2016
PMG's profession services were critical to the successful implementation of a shopping site for our 10,000 person field force. Our prior applications using their software were for our 6,000 person home office.
Leverage PMG's professional services. They know their product, how it has been used in many ways, offer great recommendations, and are great to work with.
Very configurable box, lots of functionality right out of the box, tremendous professional services
PMG can interface with many other systems/applications/tools/services, but not as straightforward as it should be.
Have more "templates" to choose from for how to configure their very configurable user interface. It is almost too blank of a sheet of paper that you start with.
We should have come up with a more graphical and intuitive user design that could be used for our entire enterprise. The first PMG applications were too "old school" of a user interface and were designed just for home office use and not any field force use.
Professional services for our project has been great. Support for existing PMG applications has been very good. They seemingly know our technical environment better than we do!
5 out of 5.0, Reviewed Oct 5, 2016
Outstanding relationship. We have the feel of being supported by a small company that can scale and understand the difficulties of a large company. They have an outstanding network of customers that can share experiences and successes and leverage that in the development of their product. They take feedback extremely well. We are able to work directly with the folks who are driving the product and even co-develop at times. Their support ranges from technical support to adoption support, to executive level support with ease.
Generate a list of the highest volume requests that you get first. Those should be the services that you optimize and then automate with the Service Catalog. Through attacking only three services that our service desk delivers in the first few months of implementation we were able to drive overall volume to our service desk down by more than 20%, which showed an immediate, quick, and tangible win with the product.
How easy it is for someone with limited technical skills to design a user experience and a service and implement it through the tool. You can get value very quickly and continuously build on that value.
I struggle with the connectors. We are in an environment where our developers can build connections through solid APIs and a lot of times that means we underutilize some of the Out of the Box functionality. I think PMG will advise anyone to only get a connector if you need it for a specific reason. Unfortunately, we purchased a few before we really needed them.
I wish there was better documentation/Wikis available through the support site. (Thinking like how Amazon Web Services does it).
We scoped ourselves to focus on "Automated Services" only. Meaning a user comes in, requests a service, and gets it there. That scoping has created mental constraints in the organization that have limited the breadth of all the things we could do through the PMG Service Catalog. In hindsight, I wish we found a way to focus on Automated Services first without constraining our thinking so much.
Again, I think a robust Wiki like an Amazon Web Services has would be a huge addition to PMG offerings. At times the support documentation is lacking. But you can always get someone on a call to get more hands-on support.
5 out of 5.0, Reviewed Sep 13, 2016
The vendor bought into our objective and had shared ownership of the project. Their team was as focused on meeting our internal commitments as we were. They were flexible, accommodating, and willing to work through unexpected challenges. They treated us very fairly from a contractual standpoint.
View this product as a platform, not a single solution. With that mindset, build up internal competency with easier applications before tackling more challenging items.
The product is flexible, reliable and generally bug free. But, the highlight of the product is working with the vendor. Shared ownership, a deeply talented pool of employees, engaged leadership and a strong willingness/desire to actively partner for assured success.
Nothing comes to mind.
We encountered challenges that led to a program slip. Perhaps earlier more direct feedback that the program changes may have been ill-advised.
We could have been more flexible with tailoring our up front requirements to best use the strengths of the product versus tweaking the product to fit our existing processes and practices. Any change requests during the development phase should have been focused on leveraging inherent abilities within the platform. I would also have looked at the tool as more of a platform and started the implementation with some easy "wins" of more straight-forward effort, whereas we decided to focus exclusivley on our most daunting and challenging process. Our team was fully reliant on the vendor at first, and it left us in a weak position moving forward. To ensure maximum flexibility, we should have immediately trained a few key individuals in the use and support of the product, and worked with the vendor to assure a seemless knowledge transfer process. We ultimately did take this path and it worked well, but we waited until too late in the process to be most effective.
EVerything we needed and then some...
Quality service and always with people who were reliable, well-trained and easy to deal with.
Product includes some canned Connectors, and has the ability to interface to to other data sources.