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Buyer's Guide
IT Infrastructure Monitoring
September 2022
Get our free report covering BMC, Dynatrace, Splunk, and other competitors of BMC TrueSight Operations Management. Updated: September 2022.
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General Manager - Sales at a tech services company with 201-500 employees
Reseller
Top 20
Intelligent and proactive monitoring solution that's reliable and easy to scale
Pros and Cons
  • "Intelligent solution with a proactive monitoring feature and consolidated dashboard that's stable and easy to scale."
  • "This solution is lacking in application monitoring features. Technical support for this solution also needs improvement, particularly in product knowledge and response time."

What is our primary use case?

If you have a TrueSight umbrella, it is a capturing tool that used to be called BPPM (BMC ProactiveNet Performance Management), or Patrol, and it proactively monitors your IT infrastructure, e.g. the data center containing your server applications, or database, middleware, or network devices.

BMC TrueSight Operations Management is used for proactive monitoring where it has a connection with the email engine, so you can receive alerts. Through this solution, you can monitor your infrastructure, understand where the problem is coming from, and more easily understand your infrastructure. BMC TrueSight Operations Management is a firefighter that will help you when problems come.

What is most valuable?

There are many features that are most valuable in BMC TrueSight Operations Management.

First, its proactive monitoring feature is highly developed. BMC TrueSight Operations Management is an intelligent tool that's able to understand day-to-day operations and consistently gives alerts. The alerts are not automatic for some activities, e.g. some alerts are given monthly, while some are given more frequently.

The consolidated dashboard where you can enjoy a single pane of glass to look at the full infrastructure from the servers to the VMs, to the clouds, to the application, to the database, to the network devices, including having a topology, and having a tendency map of the topology of key offerings, is also a valuable feature of this solution.

What needs improvement?

There are still many things that can be improved in BMC TrueSight Operations Management.

They need to dig deeper into the layers of application monitoring. They're very strong in server and network monitoring, but they're still lacking on many of the sites, and there's still much work to be done on cloud monitoring.

These are the areas that need improvement for this solution.

We would be expecting additional features in the next release, as they always come up with good features and updates during version upgrades.

I'd like to see more features in the application side as they are lacking, when compared to AppDynamics or other competitors who have advantage over application monitoring features.

On the Cloud side, what I'd like to see on the next release is for this solution to be 100% on the Cloud, rather than it being a hybrid model.

These are the things we are looking forward to in the next release.

For how long have I used the solution?

Our company has been a partner of BMC for almost 18 years, and that's the amount of time we've been using solutions from BMC.

What do I think about the stability of the solution?

This solution is 100% reliable. It's stable.

What do I think about the scalability of the solution?

BMC TrueSight Operations Management is easy to scale. It can easily take any load, and any of the tools out there. It's an enterprise level tool.

How are customer service and support?

We contacted BMC technical support several times. The L1 and L2 support team need improvement in terms of product knowledge, but most of the time, they're always available and always trying to help us out.

There were many cases where there was a lack of response, or a longer response time. If a product defect has been found, for example, the case has to be escalated to a senior or another department, e.g. R&D, which means we have to wait for a response from that senior or from the R&D department, and that usually takes time.

How was the initial setup?

The initial setup for BMC TrueSight Operations Management is straightforward, but it's not that typical when deployed on-premises. It depends on the environment of the customer, the infrastructure, and how dependent it is. It also depends on the complexity of that environment, and what kind of tools they have in their network devices.

There can be a number of things that could make the setup straightforward or complex, e.g. If the environment is very clean and only have one or two volumes when they're using Cisco or SP, then it's easy to improve, but when the variants are too much, then it could take time.

What's my experience with pricing, setup cost, and licensing?

BMC TrueSight Operations Management is not on the cheaper side, but its pricing is on a case by case basis. Small, medium, and large-sized companies can afford it. Its licensing model is simple and based on the devices. You get the licenses based on the number of servers or network devices.

There are no hidden costs from BMC. They are very transparent with their customers. Everything's in front of the customer, including charges. They are really transparent. What we say and what BMC says, we make sure to deliver to the customer. Everything's very, very clear, including pricing and charges.

Which other solutions did I evaluate?

I evaluated AppDynamics.

What other advice do I have?

We are a partner of BMC Software, RiskNow, and Atlassian.

We have experience with all end-to-end BMC tools, starting from BMC Remedy ITSM for automations, to their operations management tool: BMC TrueSight Operations Management, which is used for monitoring, etc. We recommend these tools for our customers to use, except for application monitoring, as we didn't find a good tool for this on the BMC side, so we went with AppDynamics, then moved to Cisco. We are also looking into Dynatrace and exploring if our customers can use it.

We're always recommending the latest version of BMC TrueSight Operations Management to our customers, and we keep on upgrading if a new version is available.

Most of our customers have this solution deployed on-premises. If it was deployed on cloud, then we wouldn't have to take care of the upgrade, because it will be done automatically. Though cloud deployment is picking up, most of our customers are still deploying on-premises.

Apart from being a reseller of this solution, we also perform 100% implementation and other processes for our customers. We do end-to-end customer management.

After deployment, BMC TrueSight Operations Management only requires normal maintenance, or it can be taken cared of under managed services. Maintenance of this solution is hassle-free. It's just normal updating, e.g. patching.

This solution works well for any company size: small, medium, or large. It can take the load off any enterprise, no matter the size. It can be onboarded for a very big conglomerate without any challenge.

My advice to others looking into implementing BMC TrueSight Operations Management is to first find a partner for this solution. Once the implementation is done successfully, they can start using it. This is a beautiful solution and it works 100%, but it will still depend on how you're using it and how you're taking care of it. You need to take care of it so you can use it for a long time.

I'm rating BMC TrueSight Operations Management a ten out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Reseller
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Technology Specialist Consultant at a tech services company with 201-500 employees
Reseller
Top 20
Robust, and responsive technical support, but setup could be simplified
Pros and Cons
  • "BMC TrueSight Operations Management is easily scalable."
  • "The graphs are extremely limited. We don't have a lot of dashboard options. To make reports and dashboards more useful, we usually need to integrate some dashboard solutions."

What is our primary use case?

BMC TrueSight Operations Management is used to monitor the infrastructure, applications, and databases.

What is most valuable?

It's very good. I like it.  It's a great product, but there are some things that could be improved, such as the dashboards.

What needs improvement?

The dashboards could be better. The graphs are extremely limited. We don't have a lot of dashboard options. To make reports and dashboards more useful, we usually need to integrate some dashboard solutions.

The initial setup could be simplified.

For how long have I used the solution?

I have been working with BMC TrueSight Operations Management for approximately 12 years.

We are working with version 11.304.

What do I think about the stability of the solution?

After you configure everything, it's stable.

What do I think about the scalability of the solution?

BMC TrueSight Operations Management is easily scalable.

In our company, we have four people who use this solution.

How are customer service and support?

Technical support used to be better a few years ago. The level was slightly lower than expected. For the time being, it's not great, but occasionally they are good, but that is dependent on the consultant who answers the phone.

They usually respond quickly, but it's not the solution we require, and it's not always effective, but it can be. Technical training would help.

Which solution did I use previously and why did I switch?

I used Entuity. I also have basic knowledge of PRTG and Nagios. From those three, I have more working knowledge of Entuity.

I started working with Entuity, nine or ten years ago. We stopped using it two years ago. We are not familiar with the current versions.

I am currently working with Helix Operations Management and the ServiceNow ITOM.

How was the initial setup?

In general, it is not easy to install. It's complex. There are too many components, and you must set them up and work with the infrastructure team on permissions and file reports. Because there are so many components, this becomes more complicated and difficult, particularly in terms of infrastructure management. It is not easy to install.

What about the implementation team?

We have a monitoring team. We work alongside them to manage and support the solution.

What's my experience with pricing, setup cost, and licensing?

I'm not familiar with it. They have changed the licensing fees.

What other advice do I have?

You will face some difficulties unless you have someone with advanced knowledge of the solution.

I would rate BMC TrueSight Operations Management a seven out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer:
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Buyer's Guide
IT Infrastructure Monitoring
September 2022
Get our free report covering BMC, Dynatrace, Splunk, and other competitors of BMC TrueSight Operations Management. Updated: September 2022.
633,184 professionals have used our research since 2012.