BMC TrueSight Operations Management Primary Use Case

Vice President of Managed Services at Park Place Technologies
Park Place Technologies brought in TrueSight for three reasons. The first reason was the Presentation Server - the architecture. The second reason was the fact it has the AIOps piece. The third reason was their partner, called Sentry Software, out of France. We are a hardware maintenance company. We're probably one of the largest providers, worldwide, for replacing drives and storage equipment. We brought TrueSight in as a means of seeing if we could reduce the number of physical touches on a service ticket from eight to two. We've been accomplishing that with TrueSight and the Sentry software. We provide post-warranty support for storage equipment and data center equipment. For example, if it's a VNX piece of storage gear that goes off warranty, we come in and we maintain it at a high level off of what the customer paid the OEM. We do the parts and the service in 35,000 data centers worldwide. TrueSight is enabling us to get that done in an automated fashion. Sentry is the Knowledge Module we use in TrueSight. It has all the information about the storage equipment that we maintain. It tells us the part, the chassis, serial number, and all the detail that we spend a lot of time on phone calls with the customer trying to ascertain. We're doing that automatically now. View full review »
Service Delivery Manager at a financial services firm with 1,001-5,000 employees
We use it for business service and infrastructure monitoring. We use the full gamut of utilities from them and monitoring in the platform. View full review »
Paul Mercina
Director Product Management at Park Place Technologies
We're actually hosting the software and providing services to our customers based on all the capabilities that are within TrueSight. We are a very large, global, hardware maintenance provider for data centers. We mostly service the high-end data storage and networking equipment that you would find in data centers and in cloud environments. A couple of years ago we started on a journey to really improve our ability to maintain and service our customers. This was all about connectivity, getting connected to those servers and storage platforms. We wanted to get connected to everything that we were maintaining around the world so that we could really implement a "diagnosis before dispatch" approach. With this solution, we gather all the data from a server that has failed, and we do all the troubleshooting, the problem and root-cause determination - we call that triage - before we ever send a field engineer or anyone to the site. So when we do send a part or do send a field engineer, we know exactly what the root cause of the problem is and what they need to do to fix it. View full review »
Learn what your peers think about BMC TrueSight Operations Management. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
443,152 professionals have used our research since 2012.
Doug Greene
Sr. Director Operations at a comms service provider with 10,001+ employees
We use it primarily for monitoring. My organization is an application support organization and part of what we need to do is to make sure is that our infrastructure is running tip-top so that those applications can run, consequently, the same way. We use the tool to do both application monitoring as well as infrastructure monitoring all the way down to storage services, and things like that on the OS layer. We have a full breadth and are able to triangulate what types of issues we're experiencing before our end-users experience those issues. It monitors our entire platform. Everything in production, every single app, is monitored through the tool. As new applications come into our ecosystem, we have a process. The project team sits down with us. We talk about what the product's capabilities are. Most of the PMs already know that because they've been here for a long time. We set it up, and we move on to the next app. We're expanding it as new tools or new functionality or new applications come into the ecosystem. View full review »
IT Manager at a manufacturing company with 1,001-5,000 employees
We stood up an event management group and our responsibility is to monitor the entire company, globally: systems, applications, and infrastructure. We're modeling those out as services. We've got about 800 services that we're modeling out from the CMDB right now and monitoring pretty much everything. We are big users of the service models. We use CA's SDM system, which we're evaluating. But in the meantime, we wrote the interface between TrueSight and CA to cut tickets and also to, in reverse, give ticket statuses in TrueSight. We're also going through a process of onboarding our services for event management where we go through a checklist of about eight different items and bring them on as a service with SLAs. Some individuals on our Service Desk - and eventually all will be - are dedicated to doing 24/7, 365 monitoring of the services, the events, and the applications. One of the primary things we're doing is using this as a vehicle, within our "One-IT" initiative - which includes event management - to truly bring people together from a cultural and technological perspective. The goal is that everybody will have the same place to see what's going on. No longer will they have to worry about their application. Is it the databases? Is the network? And how long do they have to spend trying to figure it out? Culturally, the Service Desk is coordinating some of those impacts when they happen, so that the right people are on the call, based on what the service model says. All in all, it's a very flexible tool, which means it's complex but very powerful. We're using Operations Management, Capacity Optimization, some App Visibility with some of the Synthetic scripting and we're just starting to deploy some Java agents on some app servers. View full review »
Monitoring Architect at a manufacturing company with 10,001+ employees
From a senior management perspective, they want to get an understanding, when there is an outage, what is the impact of that outage across the entire suite of the company's products. We have an Event Manager that integrates all of our monitoring tools. Since we are a large company, we have about 26 different monitoring tools in use. The idea is getting all of them into a framework which can feed such a model that displays the impact of an outage. View full review »
Mudassir Parwez Ahmed
Sr. Technical Consultant at a tech services company with 11-50 employees
TrueSight Operations Manager includes infrastructure monitoring, as well as application performance monitoring. The premier use case that I have seen, over the last few years is infrastructure monitoring, along with network monitoring. The overall use case is monitoring of IT infrastructure, including the network; monitoring, alerting, and event management. Occasionally we have seen a couple of customers who are interested in the application performance management as well. The actionable alerts that we get from monitoring the infrastructure or application are the end-result of the monitoring. Most of our customers are interested in those alerts and in having a ticket created out of the alerts in their ITSM solution. I have deployed this solution, along with other BMC solutions, for many customers across multiple verticals, like healthcare, banking, and telecom. I have done eight to 10 implementation projects of TrueSight. Our company sells BMC Software solutions and we implement, develop, and support them. View full review »
Sr Manager at a tech services company with 1,001-5,000 employees
My company is a data center service provider. We host and manage IT for all types of different companies, using TrueSight to manage and monitor the health performance availability of all our customers' environments: networks, servers, databases, websites, and all their back-end IT. Right now, the focus is pushing DevOps and AIOps in our more traditional data center management. We are not using it in the cloud space today. Therefore, the focus is the traditional data center space, but for us, that is a very large space. View full review »
Sr Application Engineer BMC at a tech services company with 1,001-5,000 employees
We are using it to monitor open systems and some iSeries systems. View full review »
George Klarmann
CEO at Transcendence IT
My customers use it to monitor their enterprise and define their services. With a lot of the AIOps features and things like Service Impact Manager, my customers are able to reduce their mean time to repair (MTTR). MTTR is very important for companies who are reliant on their critical IT applications. View full review »
Learn what your peers think about BMC TrueSight Operations Management. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
443,152 professionals have used our research since 2012.