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We have aggregated ratings data on BMC Software but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 5 out of 5.0, Reviewed

    Product(s): TrueSight App Visibility Manager, TrueSight Operations Management

    Showed us end-user experience data that we never had before.

    Overall Comment

    The end-user experience monitoring is great. It showed to us more clearly what the application performance is from the user point of view. The applications diagnostic is also very good because it helps us communicate to the applications support issues with a factual basis.

    What one piece of advice would you give other prospective customers?

    Focus on end-user experience monitoring. Many unknown problems can be identified from it.

    What do you like most about the product or service?

    It delivered on its promises. The capabilities we needed were addressed.

    What do you dislike most about the product?

    Lack of best practice training on product usage and processes.

    What one thing do you wish the vendor did differently?

    Trained us on process flows and best practices on how to use the product. The vendor was technically proficient and if they have given us more training on processes then the usage of the products would have more positive impact.

    If you could start over, what would your organization do differently?

    Encourage more users to get trained to increase the tool usage.

    Service & support - overall comment

    Support is readily available. I wish they would be more proactive in product upgrades.


  • 5 out of 5.0, Reviewed

    Product(s): TrueSight App Visibility Manager, TrueSight Operations Management

    Implementation was easy, Able to deep drive the root cause of problems, Able to trace slow and error transactions.

    Overall Comment

    What works well: 1. Able to deep drive the root cause such as code level, SQL statement etc. 2. Able to discover application topology. 3. Able to integrate with Truesight Operation Manager. 4. Able to find slow and error transactions. What needs to improve: 1. It is not compatible with old (out of support version) of Java and OS. Want to see APM more backward compatible with various version of Java and OS.

    What one piece of advice would you give other prospective customers?

    This tool can help to identify root cause and single screen.

    What do you like most about the product or service?

    Able to deep drive the root cause of problems.

    What do you dislike most about the product?

    Implementation partner is not strong.

    What one thing do you wish the vendor did differently?

    1. Need vendor to include the support for mobile application.

    If you could start over, what would your organization do differently?

    No, we will do the same.

    Service & support - overall comment

    We get the support directly from BMC Thailand and regularly on site to help us how to deploy. We got the training how to use and troubleshoot from BMC.


  • 5 out of 5.0, Reviewed

    Product(s): TrueSight App Visibility Manager, TrueSight Operations Management

    Implementation was seamless, well documented by support, and easy to follow. No Significant background required.

    Overall Comment

    The solution has worked very well. Even version upgrades have been seamless.

    What one piece of advice would you give other prospective customers?

    Work closely with support. Being on the same page will make progress much faster. The potential solutions with this tool are basically endless depending on how granular you want.

    What do you like most about the product or service?

    The endless potential. I have so many ideas that I want to do with the solution, but not enough time to do them all.

    What do you dislike most about the product?

    There are quite a few components to keep track of and scale for

    What one thing do you wish the vendor did differently?

    Encourage some of their support staff to train on new versions sooner. I was one of the first customers to upgrade to the newest version - known risk on my part so I don't fault them. It just would have made troubleshooting a little faster, I still had a very positive experience and still got the solution through support in less than a week. No complaints.

    If you could start over, what would your organization do differently?

    More prep-work to address security and firewall to allow for a faster go-live. Better standardisation across the board

    Service & support - overall comment

    Support has communicated well, even initiated phone calls to reach the solution faster when email was not a satisfactory means of communication


  • 5 out of 5.0, Reviewed

    Product(s): Other...

    EUEM can be implemented with no change to the application being monitored.

    Overall Comment

    The best part of Truesight EUEM is that you don't have to inject anything into the JVM so there is no need for sampling. Having ALL of the performance data is incredibly valuable.

    What one piece of advice would you give other prospective customers?

    Look into exporting the data into an SQL database. What you can do with the data is nearly limitless at that point.

    What do you like most about the product or service?

    No change to the production running environment is needed. Most tools need to be injected into the JVM which can destroy performance.

    What do you dislike most about the product?

    They are moving to a new licensing strategy that does not work for us.

    What one thing do you wish the vendor did differently?

    The licensing model seems to change every 3 years or so. I wish they would stop doing this.

    If you could start over, what would your organization do differently?

    We have been using this software for nearly a decade now. We've learned a lot along the way and would simply implement many of the small changes we made along the way in the very beginning.

    Service & support - overall comment

    BMC support has always been great.


  • 5 out of 5.0, Reviewed

    Product(s): TrueSight App Visibility Manager, TrueSight Operations Management

    Very complete and scalable enterprise level product.

    Overall Comment

    The completeness of the product. The out of the box integrations to existing other products and the quick access to the skilled resources. All environments been up and running in approx. 3 month.

    What one piece of advice would you give other prospective customers?

    Just start when you have the resources you want. Listen to the customer network and follow there expertise regarding consultancy. Take the best voted ones. Maybe start earlier than others to get access to those resources. It is not always best to let others try first.

    What do you like most about the product or service?

    Everything is possible! While other solutions are very capsulated and in their own island this solution is open and can be consolidated to create a signle point of truth. Our existing third party tools got integrated, existing consolidated Dashboard and Reporting solution could easily be adjusted and connected.

    What do you dislike most about the product?

    The license model.

    What one thing do you wish the vendor did differently?

    Hide the sales people while you are implementing.

    If you could start over, what would your organization do differently?

    Nothing, maybe running it project like from the beginning.

    Service & support - overall comment

    Added premier support which made support complete.

    Integration & Deployment - Overall comment

    The responsiveness from the vendor. A premier support contract had been signed during the deployment which increased speed even more.

    2 of 2 peer(s) found this review helpful.


  • 5 out of 5.0, Reviewed

    Product(s): TrueSight App Visibility Manager

    Stop Looking; TrueSight App Visibility Solved IT for us.

    Overall Comment

    The solution is easy to deploy, provides out of the box functionality, and completely integrates with our other BMC solutions. HealthMEDX had real world data from day one with this solution.

    What one piece of advice would you give other prospective customers?

    Test in your production environmet before you do anything. Our team tested numerious solutions in a test lab and they all looked good. BMC was the only solution that actually ran in production without making our problems worse. i.e. these solutions require precious overhead that you may not have considered in your testing model.

    What do you like most about the product or service?

    It works; it really, honestly works! I enjoy being able to take objective real-time data to business owners and customers and cut to the heart of an issue or problem without hurting anyone b/c opinion and subjectivity is clouding the landscape.

    What do you dislike most about the product?

    Inital Overhead in version one was high; BMC was an excellent partner in helping address this though.

    What one thing do you wish the vendor did differently?

    Bring in a comparabile customer, and success story, early in the process so we could have confidence that someone else had solved this problem.

    If you could start over, what would your organization do differently?

    I would get other (business groups) involved in the decision making process and implementation. This is a common issue, but there are numerous areas of operational improvement provided by this solution that reach into other parts of the business and it is sometimes hard to get their buy in since they were not on the original project.

    Product capabilities - overall comment

    I would recommedn this to my peers.

    Service & support - overall comment

    I bought multi-year support and we gave it a test run during the purchase and evaluation phase.

    Integration & Deployment - Overall comment

    Very good (maybe great) experience out of the box. Deployment and customization is ongoing with a solutoin like this. You never have a complete project, it's always good enough for the current issue(s) you have. This tools helps create a change cycle that results in ongoing change to what you are looking at in your environment.

    1 of 1 peer(s) found this review helpful.


  • 4 out of 5.0, Reviewed

    Product(s): Other...

    Needs best practices documented and improvements in training is a must.

    Overall Comment

    While the relationship with the vendor is highly valued, the overall stability and resource requirements of the product leave something to be desired.

    What one piece of advice would you give other prospective customers?

    Be extremely clear with regards to your requirements and exactly how they would be achieved with the product.

    What do you like most about the product or service?

    The strongest feature of the product is it's ability to ingest data from multiple sources.

    What do you dislike most about the product?

    Lack of documentation with regards to accomplishing everyday tasks.

    What one thing do you wish the vendor did differently?

    Better training is needed so as to minimize the resource time required during day to day use.

    If you could start over, what would your organization do differently?

    If we were to start over we would attempt to achieve better understanding of the product's market penetration.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(5)
4.6

Ability to understand your organization's needs

(3)
4.3

Timely and complete response to product questions

(3)
4.7

Pricing and contract flexibility (pricing and terms)

(5)
4.4
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(7)
4.4

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

9 - 12 months (<12)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(5)
4.4

Ease of integration using standard APIs and tools

(3)
4.7

Quality and availability of end-user training

(5)
4.2

Ease of deployment

(7)
4.4
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(7)
4.6

Did you purchase a support package from the vendor?

Yes


Timeliness of vendor's response

(7)
4.4

Quality of technical support

(7)
4.3

Quality of peer user community

(6)
4.3
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(7)
4.6

Business analysis    

(5)
4.8

Service monitoring

(6)
4.8

Anomaly detection

(6)
4.7

Distributed profiling

(6)
4.7

Application debugging

(6)
4.7

Workload planning

(4)
4.8
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Functional Assessment

Vendor Management

Vendor/Product Selection

Application Lead

Executive Sponsor

Technical Assessment


What other vendors were considered?

Dynatrace

AppDynamics

BMC Software

CA Technologies

New Relic

Oracle

Riverbed

AppNeta

Hewlett Packard Enterprise

IBM

Microsoft

SolarWinds

Other...


Why did you purchase an Application Performance Monitoring solution?

Create internal/operational efficiencies

Improve customer relations/service

Improve compliance and risk management

Cost management

Enhance decision making

Improve business process outcomes

Drive innovation

Drive revenue growth

Improve business process agility

Improve supplier or partner relations

Reduce time to market


What were the key factors that drove your decision?

Product functionality and performance

Overall cost

Pre-existing relationships

Product roadmap and future vision

Strong customer focus

Strong services expertise

Breadth of services

Financial/organizational viability

Strong consulting partnership

Strong user community

Other...


In which region(s) did your deployment take place? Multiple responses allowed.

North America

Asia/Pacific

EMEA

Europe, Middle East and Africa