4 out of 5.0, Reviewed Oct 19, 2016
We were restricted with soeof government procuement processeshowever overall experience has been good. Product has made much more improvements over last few years and more potetial in service ITSM domain now as compared to 6 years ago.
Market place has changed quite bit and make sure you are aware of all capabilities and pitfalls of integration to your existing operations.
Ease of use
user interface could be more customer friendly
Be more clear and transparent about the implemenation challenges
Get aearly advice on market space and try to stick with standard processes and out of box functionality.
product nad support service has been saisfactory.
4 out of 5.0, Reviewed Oct 18, 2016
Product deployed as expected - it did take a while to finalize the operational rule set.
Make sure the product integrates with your CMDB solution.
Stability and reliability
The amount of data that must be pushed to the client prior to install.
Provided direct access to an SE
Plan the operational rules up-front prior to deploying server groups.
The support received varied by the SE who responsded. The use of social media by BMC to explain how to resolve issues, was very effective.
3 out of 5.0, Reviewed Oct 17, 2016
It took a bit to get BMC engaged with one of the add ons that was failing implementation
reviewed more customers to find out their experience
many times we had to raise things to the highest level to get the support we needed.
4 out of 5.0, Reviewed Oct 17, 2016
Both the vendor and integrator held numerous workshops on the different modules to be deployed with the organization. These workshops were key on identifiying what information was required from each area to have a successful deployment.
Ensure there is buy in from all areas of the organization that will leverage the product. Both internal to th IT department as we are levargaing the product in other areas to track other items. Have your processes already documented as the input into the product is easier once those are defined. Additionally it is important to have an experienced developer on site to assist with the rollout of new modules.
The tool is very flexible and our current integrators are very knowledge on its use.
The product is very diverse and complex so it does require a SME to provide information on how to take full advantage of its use.
One module that was not fully deployed was Discovery (formerly ADDM). It would have been nice for the vendor to socialize the importance of the product and its use to business stakeholders within the IT Department.
Have more buy in early from the organization areas for their usage of the different modules. For instance deployment of multi-tenancy from the initial implementaiton would hvae saved man hours then doing it later.
Overall we hvae been satisified with the vendor when it comes to support on the product. there was one instance were it took some time on getting an answer but once we involved our account manager it was resolved in a timely manner.
4 out of 5.0, Reviewed Oct 17, 2016
Long Jouney to build the foundation but agile deployments later.
Use small projects
Ability to incorpate business units.
Project Management Approach
Better guidance on intial scope.
Demand agile deployments from the beginning
Once you build the proper team
3 out of 5.0, Reviewed Oct 17, 2016
Vendor was being acquired and it was very difficult to get responsiveness from the vendor....
Same vendor as before
No substantive improvement in our processes. . .
Help the organization transform rather than continue doing what they have always done
Focus more on out of the box functionality
OK...but due to acquisition, bug fixes were slow to come
5 out of 5.0, Reviewed Oct 11, 2016
This product has filled the requirements we specified for discovery. BMC continues to enhance the product to make it easier and more efficient for the administrator. The support team deserves the highest grades and there is a very active online community.
BMC Discovery is like any tool. You get out of it what you put into it. Have a plan. Clearly, identify goals and desired outcomes. Clearly, define the scope of discovery and how and where the discovered data is to be used. Most importantly, get top level buy-in from your management structure. Discovery requires access credentials from all areas and device owners in the organization. Initially, access credentials will be required but continued support is required from each area owner to work out issues. There can be WMI, SSH or SNMP configurations and problems to resolve. There will be new devices to investigate and discover. All of this activity requires the cooperation of the device owners and their teams. This becomes an impossible task if Discovery doesn't have the support and cooperation of senior management and, therefore, all the teams in the organization.
The responsiveness of the support staff is one of the most positive aspects of BMC Discovery. We've worked with many of the individuals in support and we've consistently received superior assistance regardless of the severity. We've opened tickets during work days and in the middle of the night on weekends. We have always had calls returned quickly and escalation where appropriate. We know we can count on them when we run into problems.
I don't think there is anything I would classify as a dislike. There are a number of things I "wish" were included. The good thing about that is the very active Discovery community. When I find something I would like to see included or modified to enhance the product I search the community pages. Usually, another customer has already requested the same thing as a new idea to potentially be added to a future release. Members get to vote for ideas. Highly rated ideas get top consideration.
Most of the things I wish the vendor would do differently have already been addressed. A recent release changed how discovery results are synchronized into the CMDB. This resulted in a significant reduction of synchronization time for us. It would be very helpful to provide greater control over the appliance disk management. This has been suggested as an idea on the user community page.
We have a defined process for the introduction of new devices to our network. What we missed initially was getting a requirement for Discovery included in that process. All devices, for which discovery is necessary, should be required to complete a successful discovery prior to being approved for addition to the production network. This would have avoided many problems of having to go back and work out discovery credentials and access.
BMC Discovery support is exceptional. The staff is highly knowlegable of the product. We have always had quick responses to our tickets and questions. We're never left with open questions.
3 out of 5.0, Reviewed Sep 21, 2016
BMC Remedy is not terribly user-friendly.
remedy requires a lot of hands-on training to understand its various screens. It is not terribly intuitive or user-friendly.
Again, I dont like its screens and interfaces. The site is difficult to navigate.
Remedy is one of the several platforms we use to track the costs/lifecycle/deployment information for our network hardware and software as well as create and manage service tickets. looking back, I would have spent much more time examining what the most important functions of our new should have been, rather than just choosing a tool and then trying to shoehorn our processes into it.
i have not had an opportunity to directly interact with its support team.
4 out of 5.0, Reviewed Sep 20, 2016
One of the driving factors in chosing BMC was an existing instance of the product. We decided we needed an internal-only instance of ITSM. Without the 3rd party vendor (Column Technologies) we would have had issues with just BMC support. Column provided best practice recommendations.
I would suggest that you map out exactly what you want from the product - i.e. categorizations. And limit customizations as much as possible as this becomes an issue during patching and upgrades. Having a 3rd party consultant experienced with the product was very beneficial and they made most of our initial changes for implementation.
ITSM is a good suite for incident and change management. We are still s
Case sensitivity is ridiculous! The ad hoc reporting tool is not great. Our support vendor recommended a separate application (like Crystal Reports) and that works much better.
BMC demo'd a product that was not fully functional - some of the benefits we needed were not 'ready' in that version. (Honesty is always the best policy.) So we were sold on it, but when we started implementing, we couldn't get what we wanted right away. We are still struggling to get the asset management module to function as we want. Two years in and we are still only able to manage server hardware with it. We've never been able to get it to pull data from our inventory tool.
One area we struggled with was creating operational and product categories. The ProdCats/OpCats provided out of the box were not applicable to our business. So, we had many, many discussions trying to create categories that were applicable, but limited so we didn't get carried away creating them. This is an ongoing issue as we have to keep adding them; redefining the purpose of existing categories.
ITSM is a great product for incident and change management. The other modules need some work. We are still struggling with getting the asset management module to function with our requirements and what we thought it would do when purchased.
Average support. We have been able to escalate some tickets and get them prioritized. Some issues we find, have to wait until they create a patch or the next release.
Deployment went very well; issues were manageable. But, again, we had a 3rd party vendor assisting us and that was very beneficial.
4 out of 5.0, Reviewed Sep 15, 2016
Nothing as of now.
Auto Assigning the CI's will work much better for us.
integration with other tools is good and easy