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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OpenText ALM/Quality Center
Score 7.7 out of 10
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OpenText™ ALM/Quality Center, formerly from Micro Focus, serves as the single pane of glass for software quality management. It helps users to govern application lifecycle management activities and implement rigorous, auditable lifecycle processes.
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 …
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.
For an organisation that has completely adopted SAFe structure including naming terminology, it is less appropriate and apart from that. It can suit any organisation out there, and it can solve all your problems one way or another by customising it. It is a robust and highly scalable solution to support all the business needs. It improves a lot of productivity and visibility.
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.
If you have a mix of automation & manual test suites, HPALM is the best tool to manage that. It definitely integrates very well with HP automation tools like HP Unified Functional Testing and HP LoadRunner. Automated Suites can be executed, reports can be maintained automatically. It also classifies which test suites are manual & which are automated & managers can see the progress happening in moving from manual to automated suites. In HPA ALM all the functional test suites, performance test suites, security suites can be defined, managed & tracked in one place.
It is a wonderful tool for test management. Whether you want to create test cases, or import it, from execution to snapshot capturing, it supports all activities very well. The linking of defects to test runs is excellent. Any changes in mandatory fields or status of the defect triggers an e-mail and sent automatically to the user that the defect is assigned to.
It also supports devops implementation by interacting with development tool sets such as Jenkins & GIT. It also bring in team collaboration by supporting collaboration tools like Slack and Hubot.
This tool can integrate to any environment, any source control management tool bringing in changes and creates that trace-ability and links between source control changes to requirements to tests across the sdlc life-cycle.
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
The requirements module is not as user friendly as other applications, such as Blue Bird. Managing requirements is usually done in another tool. However, having the requirements in ALM is important to ensure traceability to tests and defects.
Reporting across multiple ALM repositories is not supported within the tool. Only graphs are included within ALM functionality. Due to size considerations, one or two projects is not a good solution. Alternatively, we have started leveraging the template functionality within ALM and are integrating with a third party reporting tool to work around this issue.
NET (not Octane) requires a package for deployment to machines without administrative rights. Every time there is a change, a new package must be created, which increases the time to deploy. It also forces us to wait until multiple patches have been provided before updating production.
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 it lets me track the test cases with detailed scenarios and is clearly separated in folders. Also the defect filter helps me filter only the ones that have been assigned to a particular area of interest. The availability of reports lets me see the essentials fields which I might be missing the data on and helps me to work on these instead of having to go through everything.
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.
It is a great tool, however, it got this rating because there is a lot of learning that takes a lot longer than other tools. There are no mobile versions of ALM even with just a project summary view. I believe ALM is well capable of integration with other analytics tools that can help business solutions prediction based on current and past project data. This is Data held in ALM but with no other use apart from human reading and project progress. ALM looks like a steady platform that I believe can handle more dynamic functionality. You could add an internal communication platform that is not a third party. Limit that communication tool to specific project members.
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.
We have other tools in our organization like Atlassian JIRA and Microsoft Team Foundation Server, which are very capable tools but very narrow in their approach and feature set and does not come even close to the some of the core capabilities of HP ALM. HP ALM is the "System of Record" in our organization. It gives visibility for an artifact throughout the delivery chain, which cut downs unnecessary bottlenecks and noise during releases.
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.
