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.
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Cisco Secure Network Analytics
Score 9.0 out of 10
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Cisco Stealthwatch is a network behavior analysis product based on technology acquired by Cisco with its Lancope acquisition in 2015.
BMC Helix ITSM fits our environment particularly well, where standardized, auditable processes are already in place: Incident and Problem Management can be structured cleanly, with clear ownership, escalations, and fully traceable documentation—crucial in a highly regulated banking context. Through the customer platform/portal, users can log incidents and requests consistently, track their status transparently, and use a single central communication channel across service boundaries. This supports a service-oriented setup spanning multiple business services and locations. It becomes less suitable—or at least more effort-intensive—when core foundation data is not yet stable: an immature CMDB, insufficient ITAM data quality, and an unstructured knowledge base limit the value of automation and self-service. In addition, heterogeneous integrations and strict authorization models can increase implementation and ongoing maintenance efforts, especially when SLAs are not harmonized across different customer environments.
Few products operate off the Netflow or RAP/SPAN traffic versus the endpoint. Of those products, many operate from the aggregate traffic of uplinks/downlinks, whereas Secure Network Analytics focuses on viewing all traffic to give per-endpoint comprehensive data analytics. SNA is a great product for network visibility and detection, and to preserve that focus, other options such as remediation or quarantined are deferred to other products in the security ecosystem. SNA uses Machine Learning models to determine traffic behavioral compliance, which is a double-edged sword. On one hand, it mitigates zero day attacks changing traffic patterns, but conversely, it requires training to know acceptable traffic patterns. Unfortunately, many adopters of SNA do not spend the time giving it the user input and so the ML models never gets the correct weights and parameters to work from.
AI drive incident correlation leading to identifying problems and major incidents quickly.
Digital Workplace gives end-users a modern and personalized UI to submit requests, monitor service health, and receive self-help.
As an enterprise ITSM, it is critical that Request, Incident, Problem, Asset, and Change Management are integrated and flow together. BMC Helix is built on this principle.
Service Level management configs can be lengthy, and when changes are needed to specific SLA, it does take a long time to configure. Templates work but only for certain things, lots of manual work is still required.
The Online product documentation can be confusing or in same cases not correct.
BMC products are sometimes expensive. When partners try to resell licenses or increase their own allotment, it becomes very expensive.
Some of the jobs can be difficult to setup until you know how they were designed
Unless coupled with other Cisco products, you may not get all of the information you would like to have
If you have a network that already has many issues it may take a lot of time to see the value in the product; it would take time to weed everything which this product will detect for you to use it to find that needle in the haystack
Cisco Secure Network Analytics is a fantastic tool, but does require some setup and upkeep which may turn off smaller IT Security teams. However, once all the flows are set up and the product is functioning with the proper rules, the insight into your network is fantastic. For us, the product has a significant ROI and will be a product we keep up on.
Overall the product enhances the capability of incident management, problem management and change management. The AI based framework helps generated better visibility and reports. The effectiveness of enhanced service desk suuport improves end user experience as the incidents are handled well in time and aged incidents are highlighted at the right time.
Strong and complete tool which gives comprehensive methods to discover cyber security incidents and prevent data leakage. In case of common use of Cisco StealthWatch and Cisco ISE, you will receive [the] ability [to] not just discover cyber security incidents but also dynamically respond to them. This makes StealthWatch one of most valuable products through[out] [the] whole Cisco Security product portfolio.
I would rate Cisco Secure Network Analytics’ availability as 8 out of 10. The platform is highly stable and reliable, with users reporting minimal downtime and consistent performance once the system is properly deployed and configured.
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.
Overall winner because it exceeds our expectations by answering all our requirements and at the same time empowers our operations thru other built-in capabilities it has. Visibility is a key to security operations and Cisco StealthWatch really gives us a magnifying glass to check all logs in the network for threat intelligence and threat hunting.
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
Implementation of the product can be tedious, especially fine tuning its rules to customize it to your environment. However, after that is done, CSNA is a very useful and flexible product that would enhance the security posture of any corporate network.
I believe Remedy's performance and market share exceeds its competitors. But it is worth mentioning that Microsoft's SCCM has excellent integration with Microsoft enterprise solutions and has is less expensive and not efficient. The IBM solution has better analytics but lacks the wide features and capabilities of Remedy. HP & CA are the real competitors for Remedy but lacks the stability, maturity, and effectiveness in Remedy
I wasn't involved in the decision-making when it happened. It was a couple of years ago, but I can't think of the vendor's name. They used to be here at Cisco Live. But it was another NetFlow vendor, but they were strictly NetFlow and all they did was just a net flow and the Secure Network Analytics has like some of the security anomaly detection stuff built into it. And that was kind of a deciding factor of wanting more of the security focus of the net flow. The net flow was a bonus, but the security stuff was what we were looking for.
Positive: an introduction to ITIL and viewing Asset, User Management from the perspective of ITIL, and how BMC has implemented those processes
Negative: The development team needs to communicate better with the sales and support side, and they need offer an open API
Negative: Currently the Asset Management side has little security and validation of Asset input: anyone can make API (mostly), at any item, which is a problem that I am apart of solving.
The UX needs updating, badly. Its quality is poor: it functions, but it is cumbersome, click-heavy and requires several hours to understand how to function with it. Also, it needs to ditch IE11 support, altogether.
It is a little pricey - in my organization, with budget cuts, I eventually had to replace it with an open source product (NTOP). While it works well for visibility, it simply isn't the same. If you can afford it, don't bother looking anywhere else - just get it.
Being able to detect, pivot out, and remmediate from one console was awesome.
