AlienVault USM vs. BMC Helix ITSM (Remedy)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
AlienVault USM
Score 8.0 out of 10
N/A
AlienVault® Unified Security Management® (USM) delivers threat detection, incident response, and compliance management in one unified platform. It is designed to combine all the essential security capabilities needed for effective security monitoring across cloud and on-premises environments, including SIEM, intrusion detection, vulnerability management, as well as continuous threat intelligence updates. The vendor states that even for resource-limited IT security teams, AlienVault…
$1,075
per month
BMC Helix ITSM (Remedy)
Score 7.0 out of 10
N/A
BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.N/A
Pricing
AlienVault USMBMC Helix ITSM (Remedy)
Editions & Modules
Essentials
$1,075
per month
Standard
$1,695
per month
Premium
$2,595
per month
No answers on this topic
Offerings
Pricing Offerings
AlienVault USMBMC Helix ITSM (Remedy)
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Features
AlienVault USMBMC Helix ITSM (Remedy)
Security Information and Event Management (SIEM)
Comparison of Security Information and Event Management (SIEM) features of Product A and Product B
AlienVault USM
8.0
8 Ratings
3% above category average
BMC Helix ITSM (Remedy)
-
Ratings
Centralized event and log data collection8.58 Ratings00 Ratings
Correlation8.58 Ratings00 Ratings
Event and log normalization/management8.08 Ratings00 Ratings
Deployment flexibility8.67 Ratings00 Ratings
Integration with Identity and Access Management Tools7.35 Ratings00 Ratings
Custom dashboards and workspaces7.08 Ratings00 Ratings
Host and network-based intrusion detection8.05 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
AlienVault USM
-
Ratings
BMC Helix ITSM (Remedy)
7.5
45 Ratings
8% below category average
Organize and prioritize service tickets00 Ratings7.544 Ratings
Expert directory00 Ratings7.931 Ratings
Service restoration00 Ratings6.939 Ratings
Self-service tools00 Ratings9.043 Ratings
Subscription-based notifications00 Ratings7.034 Ratings
ITSM collaboration and documentation00 Ratings8.043 Ratings
ITSM reports and dashboards00 Ratings6.343 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
AlienVault USM
-
Ratings
BMC Helix ITSM (Remedy)
8.6
41 Ratings
5% above category average
Configuration mangement00 Ratings9.138 Ratings
Asset management dashboard00 Ratings8.938 Ratings
Policy and contract enforcement00 Ratings7.731 Ratings
Change management
Comparison of Change management features of Product A and Product B
AlienVault USM
-
Ratings
BMC Helix ITSM (Remedy)
7.7
42 Ratings
8% below category average
Change requests repository00 Ratings7.942 Ratings
Change calendar00 Ratings8.139 Ratings
Service-level management00 Ratings7.141 Ratings
Best Alternatives
AlienVault USMBMC Helix ITSM (Remedy)
Small Businesses

No answers on this topic

Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Splunk Enterprise
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Score 8.3 out of 10
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Score 9.0 out of 10
Enterprises
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Score 8.3 out of 10
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Score 9.1 out of 10
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User Ratings
AlienVault USMBMC Helix ITSM (Remedy)
Likelihood to Recommend
8.8
(391 ratings)
7.3
(50 ratings)
Likelihood to Renew
7.2
(18 ratings)
9.0
(6 ratings)
Usability
6.7
(34 ratings)
6.5
(3 ratings)
Availability
6.4
(3 ratings)
-
(0 ratings)
Performance
7.3
(3 ratings)
-
(0 ratings)
Support Rating
7.3
(25 ratings)
8.1
(9 ratings)
In-Person Training
4.5
(1 ratings)
-
(0 ratings)
Online Training
8.3
(6 ratings)
-
(0 ratings)
Implementation Rating
6.4
(38 ratings)
6.6
(2 ratings)
Configurability
8.0
(3 ratings)
5.0
(1 ratings)
Ease of integration
7.3
(3 ratings)
-
(0 ratings)
Product Scalability
6.3
(3 ratings)
8.0
(1 ratings)
Vendor post-sale
7.6
(3 ratings)
7.0
(1 ratings)
Vendor pre-sale
8.2
(3 ratings)
8.0
(1 ratings)
User Testimonials
AlienVault USMBMC Helix ITSM (Remedy)
Likelihood to Recommend
AT&T Cybersecurity
At this point I'm saying a 4. While the marketing material make it appear to be easy to use and it was relatively easy to set up, as previously mentioned, each event description is based upon the individual asset making it nearly impossible for the administrator to be a SME for each asset. For example, if one of the assets reporting is a router, the administrator monitoring alerts would need to know what the various events are that can be triggered as an event for the particular router; however, if the asset is a workstation, the administrator would need to know the various events that are triggered for workstations.
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BMC Software Inc.
Large complex organisation, with complex technology that needs to manage Technology Services. It is very flexible and able to manage a large complex environment but the knowledge required to set this up correctly (foundation data and configuration) is the key factor for success. It can integrate with many other systems and tools and integrate data from many sources - whether that be AWS cloud, or an on premises bespoke system. I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.
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Pros
AT&T Cybersecurity
  • AlienVault USM is simple and easy to deploy. Sensors can be deployed in as little as 15 minutes through the setup wizard.
  • The USM UI is easy to understand. I've trained multiple analysts who are able to perform their duties on their first day, in part because of USM Anywhere's ease of use.
  • Top-notch built-in compliance templates and reporting features.
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BMC Software Inc.
  • 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.
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Cons
AT&T Cybersecurity
  • Personally, I've wished I could purchase a service that would configure AV for my environment. I get a lot of traffic on a daily basis and I almost need to hire an analyst that just works on AV.
  • Some of the filters when looking for a specific alert aren't that easy to use.
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BMC Software Inc.
  • 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
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Likelihood to Renew
AT&T Cybersecurity
The centralized logging and retention for PCI compliance was our main driver, and it is meeting that need. Otherwise there has been enough frustration with the lack of documentation and the need to customize through the CLI that I would be open to alternatives.
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BMC Software Inc.
We have been customers of BMC for well over 7 years now and our corporation is tightly integrated with BMC and multiple solutions they offer us.
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Usability
AT&T Cybersecurity
Once you are able to navigate the different panels, finding what you need is quite easily. Before getting used it it can be a bit of challenge . Each panel is quite well laid out and the filtering search capabilities are quite strong.
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BMC Software Inc.
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.
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Reliability and Availability
AT&T Cybersecurity
We do have issues with maintenance on the AlienVault USM as the disk fills up from time to time with other data sources. Sources for scanning logs and net flow data isn't calculated in regular disk maintenance and can easily fill up our disk if we do not keep an eye on it with some custom Nagios plugins. The system does properly trim logging data from logging sources properly.
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BMC Software Inc.
No answers on this topic
Performance
AT&T Cybersecurity
With the latest release of AlienVault USM overall performance has not been an issue. We have noticed single source events per second does not scale well with the overall system. 2,000eps on a vmware system with a single source produces delays of up to an hour for us. Pages, reporting and even raw log searches are rather quick though.
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BMC Software Inc.
No answers on this topic
Support Rating
AT&T Cybersecurity
The support we received from alienvault was excellent. They went above and beyond in making sure everything was working as it needed to be. They REALLY want their product implementation to be a success and our security goals be achieved. They are like a member of our security team.
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BMC Software Inc.
The support is good in overall resolving the issues and even in the deployment phase. We are able to use it in production without any trained in-house engineer as the support team gets the job done. We can say that experts completed the deployment for us, and now it is functional.
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In-Person Training
AT&T Cybersecurity
I did not have any experience with "in person" training directly. The free online classes offered for a half a day are based on the actual training offered. These little teasers are very good and well worth your time to learn a few quick and dirty ways of getting more information from your SIEM
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BMC Software Inc.
No answers on this topic
Online Training
AT&T Cybersecurity
It was very well organized and helpful in using the product to the fullest extent. The instructor allowed time for folks who were involved with managed services to receive tuning tips in order to better support their customers. In addition, the course materials were automatically updated when the new version came out.
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BMC Software Inc.
No answers on this topic
Implementation Rating
AT&T Cybersecurity
AlienVault USM was a very simple to implement and get up and running. We started with a trial version and had that up and going within an hour of receiving email instructions from the sales engineer. We never had to contact support to get the system up and going. It was extremely easy to convert over to a full license once we started with a paid version.
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BMC Software Inc.
Satisfied because I didn't have to do it!
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Alternatives Considered
AT&T Cybersecurity
Splunk's ES is a paid add-on on top of an already pricey product. Finding a MSSP that supports Splunk and isn't a 6 figure annual commitment seems unlikely. LogRhythm did not have a cloud-based solution when we were considering SIEMs. Fantastic product though and have a good MSSP base. Devo did not have a MSSP partner base when we looked. Their product is fantastic too. AlienVault USM has good partners to choose from as well as an affordable cloud model, that's why we chose it.
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BMC Software Inc.
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.
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Scalability
AT&T Cybersecurity
The AlienVault USM is not very scalable. Some scalability can be achieved by installing additional sensors, but this only offers 500eps per sensor and is still overall limited by the installation type of VM or physical. We have also noticed the EPS (events per second) is rated overall and not towards a single source. A single source on a very healthy VMware partition tops out at 2,000eps for us, no matter how we configure it. Maybe this is a problem of the 5.2 release?
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BMC Software Inc.
Again, always room for improvement, but a very stable product none-the-less.
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Return on Investment
AT&T Cybersecurity
  • Once you hit the 150 asset mark, you have to jump to their unlimited license. There is no middle ground. We were only 10 or so assets above the 150 so we had to chose to either not monitor those assets or pay the price of the upgrade.
  • AlienVault brings all the information to one place which makes it much quicker to track down problems.
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BMC Software Inc.
  • 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.
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ScreenShots

AlienVault USM Screenshots

Screenshot of USM Anywhere NIDS Dashboard