BMC Helix ITSM vs. TrueSight Capacity Optimization

There are many ITSM platforms available - but only a very select few are true enterprise leaders. BMC Helix is one. When it comes to managing thousands of incidents daily, BMC Helix helps cut through the noise with incident correlation and predictive problem management.

Incentivized

Well suited to physical, local and public cloud systems. Creates good reports for users and directors.

• The Service Asset and Configuration Management capabilities of Helix ITSM are awesome. It can be used as a central repository for all SACM information and seamlessly integrated with Helix Discovery.
• It has the most certified ITIL process modules of any ITSM system. These modules work seamlessly with each other and give you the power to manage any situation effectively.
• As an Administrator of Helix ITSM you have many tools at your disposal to create customizations, workflows. BMC makes it easy to manage the system, leaving time to develop customizations and workflows.

Incentivized

• Fully automated
• Very simple to use
• Business oriented metrics may be used

• Customization can be lengthy due to the numerous features included in the software.
• New staff members require some sort of hands-on training to get to know all the use capabilities.
• The analytics can be improved to include forecasts and trend analysis.
• Expensive compared to competitors.

Incentivized

• Training new users on how to build reports can be time consuming.
• Mapping transactions has proved a bit hard.

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.

because it is the only of its kind of it products. because is siple to implement. because look and feel is very good. because is the first in class

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.

because is very simple to use and
Mathematical correlations are the added value of the tool

for now we are satisfied. first two months 😉

Incentivized

is very reliable

could be faster. db is slower from introducing postgresql

Incentivized

absolutly no, is very available and fast

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.

Because i never thanks to be alone

because Moviri is very proessional

the trainers dont have so much practical experiences. its mostly follow up and reading existing documentation withou own input. of course experiences people are on shore or have no free time. sad truth

Incentivized

Satisfied because I didn't have to do it!

Incentivized

is very simple and ready to use

I did not select Remedy myself, so I am coming in from someone who is apart of the story, from somewhere in the midway. That being said: Remedy has begun a journey of understanding the problems associated with the implementation of ITIL, and indeed ITIL itself (it is a top-down process for management of an IT department). there are many alternatives out there. One, in particular, I am keen to investigate: Redmine. But in doing so, It will be evaluated via my experience with Remedy.

Incentivized

We have used a bespoke tool previously and TSCO is much easier to use and provides greater returns in regards to reporting.

unclear. lot of for less

Incentivized

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

Incentivized

is very simple to
Horizontal growth

• The ROI was fine initially as we got what we paid for and it served its purpose
• Over time, we got behind on releases due to limitations with customizations we made to the application. The product then became out of support and completely out of date, and we had to replace
• Overall ROI was minimal and once the product was out of date we found more value in other tools

Incentivized

• Only recently purchased but we are seeing positive signs on how this will provide us with ROI.