Improvements to My Organization
I have used the BMC product in two separate instances, the one was as a monitor of monitors for an ops bridge to have a single view of all monitoring tools reporting into one source, this worked extremely well.
The other instance was as a managed services looking at multiple different customers across South Africa.
I believe that the ease of use and UI is great. The ability to fulfill the role as a manager of managers is fantastic. We integrated a number of other monitoring tools into BMC.
Room for Improvement
I think the ease of deployment needs to be looked at. It would be great if the deployment was faster and easier.
We experienced no issues with stability on both BMC and HP.
Only issue we experienced with scalability was that the maximum growth needs to be catered for in the initial build. Planning needs to be done carefully.
Customer Service and Technical Support
Technical support from BMC was good, had to wait a little longer some times for a response which complicated things with the client.
The companies I worked for were BMC shops from start to finish, made use of Remedy, BCO, Control M etc. Companies wanted the best of breed.
The setups were not complex but there was a large amount of pre-deployment and planning that went into the solutions.
Pricing, Setup Cost and Licensing
The solutions are not the cheapest but are robust and stable. License model is rather complex and BMC do often change the model.
Other Solutions Considered
Other products were evaluated, such as HP and IBM as well as various opensource solutions.
My advice would be do not cut on the planning time as well as testing time, UAT, SIT as well as FIT.
Also make sure that you have the correct infrastructure in place and also cater for the intended growth.
Disclosure: I am a real user, and this review is based on my own experience and opinions.