BMC TrueSight Operations Management Customer Service and Technical Support

Vice President of Managed Services at Park Place Technologies
On a scale from one to five, with five being the best, I would give BMC technical support four-and-a-half. It's not a five because the reporting piece is still missing. We need the reporting piece. They can't give us all the help, because that help is just not fully there. View full review »
Service Delivery Manager at a financial services firm with 1,001-5,000 employees
They had an advisory board. We, as a group, and even I specifically, had been asked by them what they needed to continue doing. One of those was continuing to build out Knowledge Modules in various technologies. Some of the ones BMC has made available, we've implemented, and some of the ones BMC has made available don't impact us and we haven't implemented. But I've been in discussions where they say, "What do we need to do," and Knowledge Modules is one of those areas where they've made a commitment to continue adding to them, and we appreciate that. View full review »
Paul Mercina
Director Product Management at Park Place Technologies
BMC's technical support has been great. They've been by our side. They've been working with us. They could have just said, "Look, our product wasn't built to do that. Good luck." But they didn't. They stuck with us and they're still with us today helping us optimize and do things better. They've been a great technology partner for us. View full review »
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Doug Greene
Sr. Director Operations at a comms service provider with 10,001+ employees
We have a great relationship with BMC. We're probably different than the average bear. We've got a great account team. When we call customer support, we get answers pretty quickly. We don't have to call them very often, which is a good thing for any vendor. You don't want to have to call support a lot. But when we do, it's usually because we can't figure it out and we're able to get the answers pretty quickly through their organization. View full review »
IT Manager at a manufacturing company with 1,001-5,000 employees
Tech support varies, it depends on who you get. The first-tier is pretty good. If you get the right guy, it's outstanding. They've actually brought on a lot of new people, but they seem to work together as a team. I won't say they're bad, but I don't like tech support for most companies. Overall, they're on par. View full review »
Monitoring Architect at a manufacturing company with 10,001+ employees
The technical support team is very good. I wish there where more the people. This includes the ones who I work with on the phone, as well as their field technical people. They are very good. I don't know if their technical support differs from their project team, but we are constantly revolving people in and out of our project because they get different assignments within BMC. Thus, I wish there more technical support people who had more longevity on our account. We will have a CMDB person assigned to us on the project from BMC, but in just three weeks, we'll find out, "Oh, that person has been reassigned, and they have to go to another account, where they have to do something different." We are constantly having to retrain people coming in from BMC. So, there is no permanence with their people on our projects. This issue of changing technical staff is not limited to BMC. However, their resource pool seems sort of small. We are constantly facing issues with having to call support because things didn't work as we expected them to, and I don't know why that is. We use BMC Atrium CMDB product (service impact model) and publishing service impact models seems to be challenging and problematic. We are constantly calling support, who gives them a bug fix, which fixes the problem. However, those bugs shouldn't have existed in the first place. If there is a bug fix in it that somebody knows how to fix, it shouldn't have happened in the first place. View full review »
Sr Manager at a tech services company with 1,001-5,000 employees
Technical support is a mixed bag. Some tickets go in and are handled very quickly and well. However, we have had tickets which go in and have been out there for months, and some of them were fairly complex. They will go up to Tier 2 or Tier 3, then park. I'm assuming that we're running into a software bug, or something, but those tickets that stall out are frustrating. View full review »
Sr Application Engineer BMC at a tech services company with 1,001-5,000 employees
BMC's technical support is pretty good. They do have ups and downs. In the past, it was very good but there was a certain period of time where they had support from overseas, from India. The quality of support was not as good as the traditional one, but I do see that it is getting better now. View full review »
George Klarmann
CEO at Transcendence IT
I really don't have interactions with support myself directly. Some people who work for my company, they do that. The technical support does a good job. I used to be a BMC consultant back until 2013, and in those times, the support was very good. View full review »
Find out what your peers are saying about BMC, Broadcom, Moogsoft and others in IT Infrastructure Monitoring. Updated: March 2020.
407,845 professionals have used our research since 2012.