What is our primary use case?
We primarily use the solution for BD. It's providing service delivery and essentially servicing our end customers in terms of problem management, incident management, and basically ongoing support for our end customers.
We also use the solution just internally for employees as IT service management. These are the two primary use cases that we have internally for this product.
What is most valuable?
The solution is very flexible. It provided us the opportunity to extend into items that were not provided to begin with. It did not have all the features and all the data elements, however does a good job of having the flexibility to add them. We were able to extend it quite easily.
What needs improvement?
At the end of the day, it came to a point where we were trying to extend beyond what was available and the solution was no longer adding any more value. That's why we wanted to upgrade it.
The look and feel is very dated. The new employees who are joining us are coming in with a customer-like experience from the world of big tech. When they come in and then they start experiencing these products, these products are fairly dated in terms of the UI and are very clunky. Those are aspects that definitely can be improved.
They may have made those improvements in newer versions. I haven't had the opportunity to use them yet. I have just done the analysis and it's been deployed in some parts of the organization, however, I believe that that was one of the big problems that we had with these system tools.
The solution basically needs tighter integration with some of the other products that we use. It requires greater flexibility with generating the reports. All the reporting capabilities are limited right now.
For how long have I used the solution?
We've been using the solution for a while, however, very recently we have started upgrading our systems into the Helix Platform with Smart ID.
What do I think about the stability of the solution?
It's been a very stable deployment for us. We don't have issues with bugs or glitches. It doesn't crash or freeze. It's reliable.
What do I think about the scalability of the solution?
We have not expanded the solution beyond an originally estimated number of users and the use cases that we had originally estimated. We've basically stuck to the original business case and therefore, we haven't had any significant scaling challenges with them.
How are customer service and technical support?
I find them very, very responsive. Whenever I have anybody with a problem or we are seeing anybody with an issue, we get support from them really quickly, so they are very sensitive to the organizational needs that we have. I cannot say that about every other vendor that we use. I find them definitely a lot more responsive to our needs. We've been satisfied with the level of service we've received so far.
Which solution did I use previously and why did I switch?
We're actually moving over to BMC Helix at this point.
How was the initial setup?
I actually wasn't involved in the setup. That said, I'm told it's reasonably less complicated compared to some of the other tools that may have been evaluated. I would say maybe that its initial implementation is rather straightforward and pretty good.
What's my experience with pricing, setup cost, and licensing?
They have definitely been leaders in this industry and they're continuing to be there and so I would certainly pay that additional premium for them being ahead of the curve. The way they're priced right now is high, however, due to the value we receive, I don't mind that.
What other advice do I have?
We're just a BMC customer. We don't have a special business relationship with them, however.
While I've enjoyed using this product, I believe BMC Helix to be a better solution.
Overall, I would rate it a six out of ten. If they updated the UI and were a bit more robust I might grade it higher.
Which deployment model are you using for this solution?