What is our primary use case?
The solution can be used on event management flows to automate items. It has mapping capabilities to help the organization to see what they have in terms of infrastructure. You're able to see if there's an outage or certain KPIs, and so on. It can do many useful things.
What is most valuable?
The data models are the most useful aspect of the solution.
The product has been quite stable.
There are plenty of item capabilities that make the solution excellent.
The technical support is excellent and extremely helpful, even though they know we are not continuing with their product.
The scalability is pretty good.
The deployment is very fast.
What needs improvement?
The monitoring tools could be more stable. Their TrueSight offering isn't as good as it could be.
For how long have I used the solution?
I've worked with BMC Remedy products since 2008 and Helix Discovery since it was deployed in 2019. It's been approximately one and a half years.
What do I think about the stability of the solution?
The solution is a giant when it comes to enterprise service management. With ServiceNow Discovery, you have to have it in every region or in every data center, with a mid-server available in order to be able to scan the devices. Right now, we have only 2 servers. Once we move to Service Now, we'll have 27 mid servers in all of the locations to be able to scan what we can scan today using Discovery.
What do I think about the scalability of the solution?
The scalability is much better in BMC Discovery rather than Service Now as you can integrate with basically everything - including APIs and tools. While in ServiceNow, you have to build patterns to be able to do the same tasks. It's not as out-of-the-box.
We have approximately 185,000 users. Ours is a massive worldwide company.
We will not increase usage. Unfortunately, our plan is to de-install it in January.
How are customer service and technical support?
Technical support has been great.
We use premier support, which BMC offers, and I have never met more professional people than those who work in India. They are great. Even now, when they know that we are going to de-install their product, they are helpful. They reach out to us and offer help, even inside information, like how should we do certain tasks. They offer so much help. I'm impressed with them.
Which solution did I use previously and why did I switch?
While we are still working with BMC products, we are going to switch now to ServiceNow.
How was the initial setup?
For BMC Discovery, it took approximately two to three hours to be able to open all the ports and firewalls and stuff like that and to install the application. The application itself took five minutes, and therefore it was not so hard.
If you compare it to ServiceNow, it's approximately the same. Mostly, it was internal processes that slowed us down. The installations themselves are very, very fast.
I have a team that backs me up. I'm working as a service asset and configuration management lead. I've got a managed services team sitting in Bangalore that helps me with the operational side.
What about the implementation team?
I handled the implementation myself. I did not need the assistance of any consultants or integrators or any outside help at all.
What's my experience with pricing, setup cost, and licensing?
We do need to pay a licensing fee, although I'm not sure what the exact cost is. You have a floating license, which does not cost anything. However, when it comes to fixed licenses, such as licensing for administrators and stuff like that, you have to pay.
I can say that they are far less expensive than ServiceNow, which is quite costly.
What other advice do I have?
We're just customers and end-users. We don't have a business relationship with BMC.
We're using the latest versions of the solution within our organization.
We use both on-premises and cloud deployment models at this time.
I'd recommend the solution to other organizations.
I'd rate the solution at an eight out of ten overall.
Which deployment model are you using for this solution?