We use the product to utilize ITSM, CMDB, and discovery functionalities.
Reasonably Priced
What is our primary use case?
What needs improvement?
In terms of improvement, the product could benefit from streamlining the implementation process, particularly regarding customization. Currently, the process involves navigating through multiple layers of custom and staging forms, which can be cumbersome and time-consuming.
Another aspect to consider is the foundation data provided out of the box, particularly regarding categorization and its associated values. This foundational data may only sometimes meet the mark, as organizations often require more flexibility to tailor it to their needs. Discovering hardware, for instance, can lead to different category processing needs, with certain layers providing minimal benefits. The challenge lies in the inability to directly specify servers, hardware, software, and their respective details, highlighting a need for improvement in this area.
As per the current state of the Helix product, it has seen some resolution to issues but still faces challenges when adding more attributes. It can lead to restrictions, particularly with the progressive view page, limiting flexibility in certain cases. While benefits can be gained in other aspects, such drawbacks are common. Improvements are necessary to enhance flexibility in this regard. Exploring alternative solutions like containerization or cloud services may offer opportunities for optimization, requiring careful consideration due to the complexity involved.
I'm still determining the current strategy. While there have been improvements in the latest version, there's still a need for further enhancements in an extended version. Additionally, stakeholders, including manufacturing companies, emphasize the importance of fine-tuning performance for the Helix product. The search functionality remains problematic, often taking more than 15 seconds, undermining reliability.
For how long have I used the solution?
We have been using BMC Helix Remediate for two years.
What do I think about the stability of the solution?
It takes time to stabilize the product in a specific environment. I rate the stability as seven out of ten.
What do I think about the scalability of the solution?
We have a few 1000 BMC Helix Remediate users in our organization.
How are customer service and support?
The technical support team's delay in response needs improvement. The analysis to onboard the correct resource on time takes some time, sometimes up to six months, to resolve an issue, which will persist until someone with expertise comes into the picture. The incident with medium priority should take at most ten days. However, it often takes much longer. By that time, we handle everything on our own. So, improvements in this area are needed.
How was the initial setup?
Regarding the container, in-house resources are required to work the process. Understanding the new features and checking the pipeline is complex.
What's my experience with pricing, setup cost, and licensing?
If you want to install or consume this BMC product, licensing cost is one factor, but the facility features you will get are another. Indeed, there is a benefit to consider. Managing the product becomes easier when you have your own developers and support team. However, it can be quite expensive if you require support from BMC. It is where companies like consultancy firms come into play to assist. From a costing perspective, it's reasonable compared to other products on the market.
What other advice do I have?
I recommend the product to large-scale companies. If you follow that standard approach, it will be safe to make a purchase decision. Every company has its own set of different requests and requirements. In the upcoming release of the Roadmap of BMC, they are also planning a very good strategy.
I rate it an eight out of ten.
