BMC Helix ITSM vs. TrueSight Operations Management

BMC is the obvious choice for medium—to large companies. With all the functionality included, most of it will be used by more prominent companies. The cost vs. use makes sense for them. For smaller companies, the high cost of license implementation and running costs usually make BMC too expensive. Having a light version for them could increase BMC's market share.

Incentivized

If you have a large or complex environment then this tool can be the perfect fit. From many types of OS, database, applications and web sites supported out of the box and powerful customization ability, TrueSight can manage the most complex. If you have a simple or small IT shop then this tool suite may be over-kill and not worth the complexity to set up

• Integration with monitoring software like SolarWinds. where Remedy can transform notifications to work orders and assign to respective teams.
• Detailed Customization capability to fit the exact needs of the organization.
• Change management calendar, which integrates change orders from all organization departments and facilitates the scheduling process of project managers.
• It can be offered as a cloud-based service, where you don't need to worry about server maintenance or database backup.

Incentivized

• Centralize all monitoring agents in one tool.
• Big catalog of monitoring types (KMs).
• Powerful event manager.

Incentivized

• The interface (ironically). My company has made an attempt to replace the "classic" Remedy interface with some more functional, modern, but Remedy set to a particular look and feel (and consequently, functionality)
• The API is hidden from the user: There exists an API for Remedy, that would make my job TONS easier, as I like to perform actions on Remedy in bulk (and therefore - programmatically). Exposing a user API is very much mainstream these days, so Remedy relying on its interface to perform ITIL is very limiting
• By extension- the result of Remedy's interface is that it becomes very "click-happy": little buttons, and links stuffed into every corner of the screen, with options API logically together. API is old, but it still feels very rushed.
• The primary tool for most of my ITIL operations is: searching. API of searching goes into finding assets, checking in equipment, finding users, tickets, etc. What Remedy could very much benefit from a "Google" -like interface

Incentivized

• The interface is functional and adaptable but I kind of wish it looked like its predecessor Patrol Monitor.
• It is somewhat hard to understand the integrations into the UI.
• Hoping for more metric choices.

Incentivized

It provides the tool we need and is able to be customised to meet new requirements. Cost to change in training and integrations would be considerable.

At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.

Their tech support is top notch. They respond and get back to us, even on lower level incidents and issues, very quickly. It is rare that we deal with a support technician who does not know what they are doing.

Satisfied because I didn't have to do it!

Incentivized

The decision to select BMC Remedy was made prior to my employment. We did conduct an RFC process for a new ITSM platform and BMC was considered but not selected. We looked at several platforms and ended up choosing Ivanti Service Desk (previously LANDESK) due to the features, ease of customization and price.

Incentivized

Datadog seems to have more freedom to build dashboards. They have more visualization types. However, Pulse seems to be better from a cost stand point. Pulse is able to accomplish everything we need, so no need to spend the extra cost.

Incentivized

Again, always room for improvement, but a very stable product none-the-less.

Incentivized

• When I was in Management discussion calls, and all the team is happy while using BMC Remedy so I don't find any specific negative impact on our organization.
• I really enjoy Smart IT as the tool of choice for our incident management team.
• Visibility of tickets is key. All support staff users can see tickets in consoles they have access to.

Incentivized

• We have not figured ROI at this time.