What is most valuable?
BMC products have been built over the years to make them highly stable and scalable, inline with the ITIL best practice.
The best part about these products is that it can be easily twisted and tweaked without compromising any of the underlining fundamental components, adding immense value to customers, vendors and partners.
BMC Software provides ETL tools that support seamless integration and data load activities, reducing the timelines to deliver.
How has it helped my organization?
ETL tools have helped automating the foundation data, CI and SLM data load process significantly reducing daily manual task.
SRM helped fast track On-boarding of Employees and fulfilment of user request.
BMC Remedy on-demand framework is highly scalable to support on boarding of more than 400 Customers at a time.
BMC Remedy applications like IM, PM, CM, AM are extremely robust and are fundamental to provide support for IT infrastructure.
What needs improvement?
Did come across few hiccups around some product documentation not available or not very useful or not enough support available or may be a utility not working as desired, however, these were not show stoppers and we managed to work our way around these. I will recommend good fall back in terms of very well documented products and utilities, and strong technical support.
At times, some consoles, forms are loaded with too much information and for the user it can get confusing, suggest take "Less is more" approach and make them intuitive and easy to use.
For how long have I used the solution?
I have been implementing, customizing and integrating BMC products for the past 10 years.
What was my experience with deployment of the solution?
Deployment issues have been encountered like compatibility issues of ITSM and SLM. Similarly issues of installing Analytics with BO on Red hat Linux platform.
What do I think about the stability of the solution?
BMC products are quite stable.
What do I think about the scalability of the solution?
BMC products are quite scalable.
How are customer service and technical support?
Customer service and technical support is exceptionally good in some cases and will certainly need improvements in some areas of concern. For ex. When we were trying to resolve issues regarding installation of BO on Red Hat, support from third party Vendor was very poor, and Customer was really concerned about the progress of installation.
Which solution did I use previously and why did I switch?
None other than BMC remedy.
How was the initial setup?
Initial setup is quite straightforward. You follow all the steps recommended and voila, you system is ready for use.
What about the implementation team?
We had an in-house team for implementation.
What other advice do I have?
For any project to be successful, everything should be meticulously planned and executed. Communication and collaboration with all the stakeholders is essential. Requirements and scope should be well defined and documented. Solution design should be optimal. One needs a great team with appropriate skill set for implementation. Check points should be well defined and system should be thoroughly tested before handing it over to the Customer. Post deployment support and documentation are important for smooth transition.