BMC Helix ITSM vs. vRealize Operations (discontinued)

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

Incentivized

With the introduction of API-based event alerts, there is no need for a proxy, which is a good option. Its ability to manage infra on a real-time basis is a good option that helps monitor, administer and troubleshoot virtual machines.

Incentivized

• 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

• Troubleshooting Workbench to work on multiple data at one place.
• Datacenter Resources/ Cost Optimization Suggestions.
• Centralized Management between on-premises and cloud resources.
• Customized management packs.

Incentivized

• 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

• If we can integrate it with other products, then it will be quite useful. Integration with some network devices and storage devices would be useful.
• It basically supports the system with big-size VM disks; it should be made available to support other devices and hardware as well.
• They may also need to improve on complex configuration.

Incentivized

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.

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.

Incentivized

It has a good GUI to monitor real-time logs for cloud applications. This is quite a useful tool and preferred over most of the competitive applications in the market.

Incentivized

for now we are satisfied. first two months 😉

Incentivized

could be faster. db is slower from introducing postgresql

Incentivized

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 support is pretty good however some of the KB articles still reference different versions of the product so it can be hard to find answers to common questions

Incentivized

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

I was not a part of the initial implementation

Incentivized

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.

We are a VMware shop and need monitoring from VMware. Also, I am not the decision maker here. I believe because of being a VMware shop we choose VRO and also may be my company got a great deal. I like this product although there is a lot of stuff to improve

Incentivized

the product is,probably, really scalable. however as it is in cloud,this theme isn't of our interest anymore

Incentivized

• 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.

Incentivized

• We believe that the ability to preplan deployments with vRealize has proven its return on investments.
• Our troubleshooting time has been reduced with vrealize because its constantly collecting performance data. typically vrealize will tell us cause of fault before we can determine it ourselves.

Incentivized