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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IBM DevOps Code ClearCase
Score 9.5 out of 10
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An enterprise-grade configuration management system that provides controlled access to software assets.
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Ansible
Score 9.1 out of 10
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The Red Hat Ansible Automation Platform (acquired by Red Hat in 2015) is a foundation for building and operating automation across an organization. The platform includes tools needed to implement enterprise-wide automation, and can automate resource provisioning, and IT environments and configuration of systems and devices. It can be used in a CI/CD process to provision the target environment and to then deploy the application on it.
The BMC Helix ITSM product is easy to use, and all the services it provides were tailored to the company's needs, which was a critical factor in the decision of which tool to contract. Furthermore, it met the licensing requirements we were looking for, always clearly outlining …
Cost effective and robust versatile solution Strong AI-driven incident management and predictive analytics that help identify root causes and prevent outages.
Flexible deployment options (SaaS, hybrid, or on-prem) which suit complex enterprise environments.
We have not conducted an extensive evaluation so far. Market players such as ServiceNow and Jira come up in discussions from time to time. However, even our high-level analyses to date have indicated that a major switch would create more cost than benefit. Since we are …
Invgate is a very intuitive tool for end users and is simple to install and configure, ready to use in no time. We already had BMC Remedy on-premises, so migrating to BMC Helix ITSM made the process of transferring our entire history easier and offered much much more potential …
Proven track record of this product, capability to highlight aged incidents, skilled service desk team with experience on this product, reports and data visibility matrix, ROI in long term as it helps to keep better hold on the customer SLAs, capability to send surveys to …
Jira Service Management is a new tool with a lot of potential (highly rated by Gartner) but for now it lacks the experience, robustness and integrations with BMC Helix. And thinking about Service Operations, the discovery tool still needs to be improved. It is a promising tool, …
flexibility in development and customization. however now in saas we lost lot of that. anyway its all about fantasy. the idea of the solution from dough is still there even when innovation studio is trying to overtake. i hope bmc will stop with bad decisions
I have used ServiceNow and to me, it's not able to handle extremely large organizations and entities that software. And that was of course three or four years ago. So perhaps they've grown, but that's my opinion, my first impression based on some companies moving to it. That's …
In my opinion, Servicenow is overly expensive and pulling the curtain back exposes a deep abyss of insufficiency compared to the true capabilities of BMC Helix ITSM. I think Servicenow is shiny out of the box, but you find it is inferior after a deeper dive
BMC CMDB and some key capabilities are much more easy to use and again the seamless workings between BMC products adds more value eliminating the need for integration.
Prior to our partnership with BMC, we used home grown tools to support the ITSM functions. Our tools were outdated, inefficient, and ineffective which is why we switched to BMC.
GIT Stash is superior to IBM Rational ClearCase in many ways. Bundled with SourceTree, the UI is far more modernized and updated than IBM Rational ClearCase. Being able to visually see the individual branches that are created within the repository is much more straightforward …
If development is centrallized to one location and your company releases hundreds of customized versions of your software per year, then ClearCase is the best tool for managing the complexity of multiple versions of customized software. If your company has globally distributed …
Identity Manager focuses on authentication and account management, while Red Hat Ansible Automation Platform focuses on IT automation and system management. Red Hat Ansible Automation Platform was selected because it supports scalable automation, reduces manual administration, …
Our org was using puppet and burning too many people-hours just touching the scripts, troubleshooting, and maintaining why changes were made. Chose Red Hat Ansible Automation Platform as it was much easier to code and follow.
The way its structure it’s just way harder to find and if a script is modified it won’t tell you exactly who made the change or even if a change was made, when it runs it doesn’t tell you what happen and overall it’s really difficult to use compare to Red Hat Ansible Automation …
Managing Puppet can be a full-time job in itself. It requires a client to be installed and managed on each host. If your infrastructure was designed with a certain version of Puppet, upgrading can be very difficult. Ansible is much easier to start using and can deliver value …
BMC Helix ITSM it is all round platform for any size enterprise offering every capability you would need with a high level of customization capabilities offering the possibility to align the tool to your processes. The platform leverages AI in multiple places improving the overall experience and efficiency. Unfortunately some parts of the platform are still running on old technology, holding back the rest of platform from evolving even faster
Rational ClearCase is well suited for a company where development is done from one single location and there are a lot of dependent projects, systems or modules that need to be version controlled. Especially good for a company that creates customized software for clients. Well suited for disciplined development environments. Waterfall methodology mentality seems a better fit for ClearCase than Agile.
ClearCase is not well suited for companies that have development geographically distributed and using Agile Methodologies.
I think it's the best defacto orchestrator for automation because it's so easy to integrate in other tools to it (dynatrace, cyberark, terraform, etc). It is a lot for a new or smaller team to use so I wouldn't recommend it to a new team using Ansible, in that case using Ansible navigator is a better start to understanding playbooks/inventories before diving into the complexity of Red Hat Ansible Automation Platform. EDA also takes a lot of connectivity between Red Hat Ansible Automation Platform and target systems to get working which can be difficult in very locked down envs unless you have approval from many other teams like networking and security.
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.
Rational ClearCase is excellent for handling versioning and branching. No other tool I've used has the depth that ClearCase has when it comes to handling complex branching scenarios and identifying where certain versions of particular files are within a particular configuration.
Rational ClearCase handles parallel development of many dependent applications really well.
The use of ClearCase Views to switch between projects and configurations is extremely convenient as opposed to the local workstation model of the competitors.
Easy to read sets of instructions to do various things in and out of a pipeline.
Templating
Cloud and on prem provisioning.
Scalability and reusability.
We use it for everything from provisioning hardware for deploying software to it to running pipelines and building containers, etc. It's readable, easy to scale, and great for creating re-usable templates, scripts, or instructions.
I can't think of any right now because I've heard about the Lightspeed and I'm really excited about that. Ansible has been really solid for us. We haven't had any issues. Maybe the upgrade process, but other than that, as coming from a user, it's awesome.
We are extremely happy with the use of AAP. It's better than expected, There is almost no limit when thinking of automation. The only problem is that the day to day is consuming a big part of our time. Patching and checking vulnerabilities are virtually killing us. But we can only improve with AAP.
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.
It's overall pretty easy to use foe all the applications I've mentioned before: configuring hosts, installing packages through tools like apt, applying yaml, making changes across wide groups of hosts, etc. Its not a 10 because of the inconveinience of the yaml setup, and the time to write is not worth it for something applied one time to only a few hosts
Great in almost every way compared to any other configuration management software. The only thing I wish for is python3 support. Other than that, YAML is much improved compared to the Ruby of Chef. The agentless nature is incredibly convenient for managing systems quickly, and if a member of your term has no terminal experience whatsoever they can still use the UI.
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.
There is a lot of good documentation that Ansible and Red Hat provide which should help get someone started with making Ansible useful. But once you get to more complicated scenarios, you will benefit from learning from others. I have not used Red Hat support for work with Ansible, but many of the online resources are helpful.
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
We have not conducted an extensive evaluation so far. Market players such as ServiceNow and Jira come up in discussions from time to time. However, even our high-level analyses to date have indicated that a major switch would create more cost than benefit. Since we are satisfied with BMC, the question has not been pursued in depth.
GIT Stash is superior to IBM Rational ClearCase in many ways. Bundled with SourceTree, the UI is far more modernized and updated than IBM Rational ClearCase. Being able to visually see the individual branches that are created within the repository is much more straightforward than the versioning method of ClearCase. GIT also seems to be a lot faster when it comes to checking in/out code and creating the repository.
As I said earlier, Red Hat Ansible remains a top choice because it is a perfect combination of multiple capabilities. Terraform is good in IAC but not in config automation. Puppet is well-suited for developers, but not for system administrators and infrastructure integrators. OpenShift and Kubernetes are generic automators only.
Through AI Incident correlation and workflow fine tuning, we have seen a nearly 50% improvement on the 'noise' being generated via system alerts.
Prior to migrating to BMC Helix SaaS we had regular system issues and downtimes within our ITSM while we managed the complex on-premise infrastructure. Since migrating to Helix, we have seen 100% availability for 12+ months and rarely have had even minor service interruptions. The system stability has been critical for us in how we manage our business and MSP practice.
The system scalability has been incredible. We are able to manage over 2,000,000 end users and over 125 operating companies. As we grow, BMC scales our environment to keep us ahead of the curve.
The Digital Workplace application allows us to cater a self-service platform not only at the company level, but within sub-groups inside of a company.
A 45min manual process to build VIPs with a SLA of 1 week can now be completed as self-service within 10 minutes in production.
Firewall Policy ranges in review and implementation time depending on complexity of requests. Our policy automation is able to provide detailed and accurate decisioning information that allows the operations team to approve requests and have them automatically implemented within minutes. Not only does this free up Ops for more important efforts, but it opens access many times quicker which allows much faster time to market.
