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 Z IntelliMagic Vision for z/OS
Score 9.8 out of 10
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IBM Z® IntelliMagic Vision for z/OS® is a performance analysis solution that helps organizations
monitor and optimize their mainframe environments. It enhances RMF and SMF data
with built-in expertise to prevent disruptions, improve performance, and
safeguard service availability. Key Features: Proactive Monitoring: Early warning
system that identifies risks before they impact operations.
Enhanced Performance: Fine-tunes
configurations…
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.
IntelliMagic Vision for z/OS is perfect for just about any after-the-fact analysis that I have tried to use it for. Sometimes it doesn't provide support for the latest SMF fields, but that is the nature of SMF data analysis - it is impossible to keep up with the rate at which new SMF fields are added. Combine that with the fact that the description of new fields is often poor, and it is amazing that IntelliMagic Vision for z/OS is as up-to-date as it is. I think that less experienced users might benefit from material that more clearly differentiates products like IntelliMagic Vision for z/OS, which feed off SMF data, and products like Omegamon, which report in real-time contents of various system control blocks.
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.
IntelliMagic Vision for z/OS is easy to use for beginners and experts.
Search and drill down helps to find overview and deep dive.
IntelliMagic has implemented expert knowledge into Vision and the rating of the report is really helpful.
Predefined reports can be modified very easily and individually adapted reports (replacement of old SAS programs) are also possible without any problems
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.
The voluminous data is a challenge for all tools. As always, improved response time is always appreciated.
I really appreciate reading the descriptions and field descriptions that are provided with the screens. All additional elaborations will be appreciated.
In comparison to other products (even on IBM Z), IntelliMagic Vision for z/OS is really RAS (reliability, availability, and serviceability). The GUI is really stable; analyze/reduce jobs with detailed diagnostics; restart functions with Automator
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.
with more than 12 years of experience in Mainframe performance tuning and analysis, it was much easier to translate and understand the tool. New college grads without Mainframe exposure struggled a bit to connect the dots, it might be good to have a recording from IM to go through mainframe basics before the staff start to use the tool covering mainframe concepts than tool itself.
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.
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
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
These are the legacy products that have been used for capacity/performance/billing and report generation over many years. Some are better suited for solutions using programmatic interfaces ( internal billing ), and processing IMS transactional data in particular. For most tasks, however, Vision can generate charts, provide levels of drill-down, allow a focus on analysis rather than report generation, much faster with greater reliability and less required training than the above products
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.
