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BMC TrueSight Operations Management OverviewUNIXBusinessApplication

BMC TrueSight Operations Management is the #2 ranked solution in our list of top Event Monitoring tools. It is most often compared to BMC Helix Monitor: BMC TrueSight Operations Management vs BMC Helix Monitor

What is BMC TrueSight Operations Management?

TrueSight Operations Management is a broad ITOM solution that delivers performance monitoring, event management, end user experience management, AIOps use cases and automated remediation and ticketing . It deploys machine learning and analytics to dynamically learn behavior, correlate, analyze, and prioritize event data so IT operations teams can predict, find and fix issues faster across complex, hybrid environments. TrueSight Operations Management provides a converged view of application and infrastructure performance across physical, virtual, multi-cloud and container environments. With visibility into web, mobile, and on-premises applications, TrueSight provides the insight IT operations needs to deliver high-quality digital services quickly and effectively enough to keep pace with business demands. TrueSight helps IT to ensure that the applications and services that drive the business continue to perform optimally by examining operational norms, automatically revealing abnormalities, measuring service impact, and proactively identifying risk.

BMC TrueSight Operations Management is also known as ProactiveNet, TrueSight Operations Management.

BMC TrueSight Operations Management Buyer's Guide

Download the BMC TrueSight Operations Management Buyer's Guide including reviews and more. Updated: October 2021

BMC TrueSight Operations Management Customers

Ensono, Transamerica, Boston Scientific, Park Place Technologies, inContact, TD Ameritrade, PNC Bank

BMC TrueSight Operations Management Video

Pricing Advice

What users are saying about BMC TrueSight Operations Management pricing:
  • "Consider scalability very carefully: how much you want to monitor and what components are very important. Then, depending on these two things, filter out unwanted metrics or attributes. If you do a good job at filtering the data, then your licensing costs will be manageable."
  • "The price of BMC TrueSight Operations Management is very high. If there was more flexibility with the sizing of the licensing it would be helpful, especially during the pandemic. We have wanted to expend but the licensing cost is too high."

BMC TrueSight Operations Management Reviews

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Mudassir Parwez Ahmed
Sr. Technical Consultant at a tech services company with 11-50 employees
Reseller
Top 10
Monitors a mix of on-prem and cloud, and predictive alerts help maintain availability

Pros and Cons

  • "The event management part of TrueSight Operations Management, in my experience, is probably the best in the market. You have endless flexibility. You can build your own rules, you have the MRL language, and you can implement any kind of logic on the alerts. It may be correlation, abstraction, or executing something as a result of the alerts. You have almost the whole range of options available for event management using the available customization."
  • "It's too complex, too many servers are required, there are too many different components in the solution, and a lot of agents are required."

What is our primary use case?

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.

How has it helped my organization?

In a project that we're working on for a telecom company, at the time we started implementing TrueSight Operations Management, the number of alerts or events, and subsequently the number of tickets from those events, was really high. After applying the intelligent thresholds in TrueSight, and doing all the event management to correlate the related alarms and deduplicating of the alarms, and suppressing unwanted alarms, we have been able to reduce the number of events, and hence the number of tickets, by almost 60 percent.

Before that, their data center NOC team was overwhelmed with the number of tickets and the number of events. By applying the intelligent thresholds, which are called signature thresholds in TrueSight, we have been able to reduce the noise and the false negatives and even false positives. We have been able to give them only the most important actionable alarms and tickets. This has freed up a lot of time for productivity for the network operations team. They have been able to focus on different things, along with their regular stuff.

It also helps maintain the availability of infrastructure across a hybrid or complex environment. Because TrueSight can monitor network devices, databases, storage, cloud environments, and a mix of on-prem and cloud, our solutions keep checking the availability of all the devices in the infrastructure and they alert you when there is an issue. So it definitely helps in maintaining the availability. You can also configure predictive alerts or intelligent thresholds or predictive thresholds. Using them, TrueSight will try to give you an alert before something goes wrong. It will look at the threshold and it will look at the trending data for a particular metric, and before that threshold is crossed, it will give you a predictive alert saying that this threshold may be crossed in the next 15 minutes or 30 minutes. So it helps maintain the availability of your environment.

In addition, it helps to reveal underlying infrastructure issues that affect application performance, if you're monitoring an application using TrueSight APM. You can monitor an application and record the important transactions in the application that you're interested in. That is called synthetic monitoring. For example, on a banking site, the user login could be the transaction you record.

The app visibility part discovers the application automatically, and it can even monitor at the code level. For example, if there is something wrong in a transaction, maybe on the HTTP response or at the Java or .NET code level, it can indicate where the problem may be in the application. TrueSight also has Probable Cause Analysis. If you are monitoring your IT infrastructure completely, it can correlate the alerts and give you the most probable cause of a particular alert. Again, this can help you figure out the underlying issues in the environment.

The TrueSight solution has built-in intelligence. It uses its analytical engine, an AI engine, to look at the performance data for anything that it's monitoring and it creates a baseline of the performance. Then, it gives you abnormality alerts based on the baseline. Even if your threshold is not crossed, but the baseline of that metric is crossed, it will intelligently give you an alert saying that this metric is trending above the baseline. There may be a case where the static threshold has been set too high, but TrueSight has the intelligent analytical engine that can analyze the trend or the baseline, and then give you an intelligent alert. The Probable Cause Analysis uses the analytics engine to figure out what the probable cause may be for a particular alert. BMC is making good progress in terms of AI.

Mean time to remediation is related to the Probable Cause Analysis and integration with some other components like orchestration or executing a remote action. It definitely helps in reducing the mean time to remediate, but it depends on the expertise of the administrator of TrueSight. In my current assignment we have implemented TrueSight for a large customer in the Middle East, and we have quantified how much we have reduced the meantime to remediate. For the top-priority incidents, we have reduced the MTTR from 12 hours to 1.5 hours.

One of the most prominent features and values of the solution is that it helps to reduce IT operations costs. If you are using Operations Management and TrueSight Capacity, you can get a real picture of how much your IT assets are utilized, and how much of their capacity is saturated or underutilized. It gives you a very clear picture of your entire IT infrastructure, including your network devices and your cloud infrastructure. Your entire infrastructure is monitored and optimized for capacity, and that helps you save costs in your IT operations. I would estimate savings of 20 to 30 percent. I haven't calculated it myself. There are much higher numbers claimed by BMC.

What is most valuable?

The event management part of TrueSight Operations Management, in my experience, is probably the best in the market. You have endless flexibility. You can build your own rules, you have the MRL language, and you can implement any kind of logic on the alerts. It may be correlation, abstraction, or executing something as a result of the alerts. You have almost the whole range of options available for event management using the available customization. I've seen a couple of other solutions, like IBM's and HPE's for event management, and TrueSight Operations Management is far superior to them in event management.

The breadth of the solution's monitoring capabilities is a major selling point for the solution because it is incomparable. You can monitor almost any kind of server, all types of storage, network devices, databases, and even do application monitoring. You also have the option to develop your own Knowledge Module. If something that you want to monitor is not available, you can build your own Knowledge Module to monitor whatever you need. We also have cloud monitoring solutions, which are doing pretty well now. We have AWS, Microsoft Azure, Google Cloud, and container monitoring. The breadth covered by BMC for monitoring of IT infrastructure is really extensive. That breadth of monitoring is really valuable because we can cover almost any monitoring use case that customers come up with.

Also, the end-to-end, automatic ticketing — from generating an alert or an event, to doing event management, and then creating a ticket from the event, as well as automatic closure of the ticket or the event from the ticket — this whole end-to-end flow, is a major selling point. Most of our customers who have on-premise ITSM solutions use BMC Remedy. It is the most popular on-prem solution for ITSM. When customers have Remedy ITSM, it becomes a really good decision to use TrueSight Operations Management, and to use the out-of-the-box integration between the two solutions. That way, the ticketing is done automatically from the event and vice-versa.

In addition, the solution provides a single pane of glass where you can ingest data and events from many technologies. That's one of the major selling points that BMC is pitching for TrueSight Operations Management. You can monitor everything: servers, networks, databases, and your applications. You can also implement capacity optimization and the Presentation Server has a single console, a view and dashboards, where you can see everything in one place.

Previously, BMC called TrueSight a "manager of managers" because TrueSight can be integrated with almost every other monitoring and ticketing tool. For example, in my current project, we have integrated at least 20 other monitoring and alerting systems with TrueSight, and all the other systems are sending their events or alerts to TrueSight. Then, in TrueSight, we are doing the event management to reduce the noise, and filter out unwanted alerts, and get only the required alerts. Even for other integrations, TrueSight acts as a single pane of glass, where you have all these disparate systems. You can integrate all of them with TrueSight and get all the events and alerts in a single window.

What needs improvement?

In terms of root cause analysis, BMC TrueSight has a couple of modules like Service Impact Management and the Probable Cause Analysis, which work together to help you identify related events. This module, on paper, has a lot of promise, but it is actually really complicated. There are really small pieces working together and you have to have a lot of expertise to get any value out of the root cause analysis piece of the solution. For that reason, most of the customers don't really get much value out of the root cause analysis part of TrueSight.

There are other areas with room for improvement as well. For example, the monitoring part requires four or five different types of agents to monitor different things in your infrastructure, which makes things very complicated.

In addition, to implement the Operations Management solution alone, you need a lot of hardware; a lot of servers and a lot of hardware resources. If you compare it with other solutions in the market, like Dynatrace or AppDynamics, the implementation of those products can be done using notably fewer servers. If you want to set up a standalone TrueSight Operations Management for a customer, you need at least 10 servers to implement Infrastructure Management and Application Performance Management. To do the same implementation for Dynatrace or AppDynamics or SolarWinds you only need three or four servers maximum, for the same environment. So the number of resources required for implementation is very much on the higher side.

The complexity of the solution is, again, a challenge. There are so many different components that it becomes almost a nightmare for the operations teams to do the administration and apply hotfixes, patches, and to do daily operations for the solution.

It's too complex, too many servers are required, there are too many different components in the solution, and a lot of agents are required.

Apart from that, some of the intelligence features could also be enhanced. For example, the AI part of TrueSight Operations Management should be enhanced to compete with other products in the market.

For how long have I used the solution?

I've been using BMC TrueSight Operations Management for the last nine years, approximately.

What do I think about the stability of the solution?

Once the solution is deployed and the fine-tuning recommendations are in place, the solution is very stable. In my current environment we haven't seen any issue whatsoever in the last year. We have at least 20 servers running various TrueSight components, and none of them has had any issues in that time. So in that time the availability has been 100 percent and it has been 100 percent stable.

What do I think about the scalability of the solution?

It does scale well, but my concern with the solution is that when you want to scale it up the complexity increases. That is mainly because of the number of different components or software pieces that work together.

The multitenancy mode of TrueSight has a lot of room for improvement. It's like if you have a building and there are many apartments in it, you can have multiple tenants in the same building. If you want to add a tenant, you just give them an apartment in the same building. But with TrueSight, to set up multitenancy, you have to set up separate "buildings" altogether, instead of compartmentalizing into "apartments," which makes everything much more complex.

How are customer service and technical support?

I have been using BMC support for many years. Generally speaking, support is very good and, comparatively, it is much better than the competitors' support departments. But over the past couple of years, the technical expertise of the support team has consistently gone down. 

Generally, the response from BMC support is excellent. You get a response almost immediately. And if the support team is unable to resolve your issue, then they coordinate with their development or customer engineering team very quickly, which is the best part.
If you are trying to get technical support from Microsoft, for example, if the support team is unable to resolve your problem, it can take months to get to a higher level in the support hierarchy. And reaching the development team of the solution is almost unimaginable. But with BMC, this is one of the best parts. If your issue is not resolved by a support team within a stipulated time period, they immediately reach out to their development team and they usually fix the problem.

How was the initial setup?

The initial deployment depends on the customer environment. If the environment is small or medium, the solution can be deployed fairly quickly, and similarly if the customer wants to deploy a standalone setup. But for a large customer, especially for customers who want to deploy the solution in a clustered environment, in a high-availability environment, or even in a DR environment, it's very complex to set up initially and it takes a fairly large amount of time to implement.

The initial setup means setting up the components, setting up the basic monitoring. The advanced configurations take extra time. For a small or medium environment, we can do the initial setup in a couple of weeks. A small to medium environment is where they are monitoring between 50 and 300 or 400 servers and IT infrastructure components, such as storage devices or hardware.

If you go above a few hundred devices, it becomes a large environment. For a large environment, it may take anywhere between two and four months to set up, depending on what kind of deployment the customer prefers: whether they want high availability, a  clustered setup, or a disaster recovery setup.

We do have standardized deployment configurations for customers and we recommend that customers use them. We are BMC's most prominent partner in the Middle East, so we have done quite a few deployments and we have created standard templates for deployment, for small, medium, and large customers. Generally, the customers leave it to us to decide the implementation strategy and then we use our standard deployment template for the given environment, and that makes things much smoother and faster. We already know which component to install when, what configuration should be done, and how much time it should take, ideally. And tasks can be initiated in parallel, like agent installations.

What's my experience with pricing, setup cost, and licensing?

I would advise that you really give a lot of thought to how much you want to monitor and what the anticipated growth in monitoring requirements will be. These things should be considered in the planning phase and, accordingly, you should decide what type of environment to set up.

The licensing depends on the data streams and the event streams. If you are monitoring all the metrics for the monitored devices, the data streams and event streams will increase multifold as well. Therefore, filtering is very important in TrueSight. If you are monitoring the memory utilization for a server, for example, that alone has 20-plus attributes in TrueSight. If you let in all 20 attributes, the number of data streams will increase. If you're really interested only in the utilization metric, you may also be monitoring 19 metrics that you are not interested in and they will add to the data stream and the licensing cost will increase.

Consider scalability very carefully: how much you want to monitor and what components are very important. Then, depending on these two things, filter out unwanted metrics or attributes. If you do a good job at filtering the data, then your licensing costs will be manageable.

I'm not aware of the details of the licensing models of TrueSight's competitors, but our business team says that the cost of using TrueSight is higher compared to its competitors. But that often comes down to the filtering and the sizing. The filtering has to be done very carefully to bring down the licensing costs. 

The licensing module is good and fairly self-explanatory. It's not very complex.

There are different pieces which are licensed separately. For example, Service Impact Management and Application Performance Management are licensed separately. Large customers buy the entire solution with all the features but they don't necessarily use all the features, especially the Service Impact Management. The latter is very difficult to implement and to get value out of. My advice is to consider what features of the solution you are going to use and then just pay for those features, instead of paying for everything without even using it.

Which other solutions did I evaluate?

Without naming particular competitors, I can give you general pros and cons of TrueSight Operations Management, when compared with them.

One of the pros of TrueSight Operations Management is the breadth of the IT infrastructure monitoring capabilities. TSOM can actually monitor any component of your IT infrastructure, along with your applications. It does very deep-dive monitoring and you have many more metrics, compared to any other solution, as far as I'm aware. It gives you more in-depth diagnostics and performance data. 

Also, the support from BMC software is better than its competitors. 

The complexity of implementing TSOM — the number of components required to set it up and the number of servers you need — is one of the cons. And the number of different agents you need to monitor different things is another con.

What other advice do I have?

TrueSight, as a solution, is a very large suite nowadays. In the last year or so, BMC has made the Orchestration module a part of the TrueSight portfolio. Then there are the Server Automation, Network Automation, and BladeLogic Client Automation pieces that are merged into the TrueSight portfolio. If you consider the entire TrueSight product suite, which includes TrueSight Operations Management, Infrastructure Management, and Application Performance Management, and you have TrueSight Capacity Optimization, TrueSight Orchestration, and TrueSight Automation — if you combine all these solutions you can see business innovation. You can automate a lot of mundane and repetitive tasks. You can automate a lot of administrative functions. You can integrate a lot of different components using Orchestration, and that helps reduce the human cost involved. And maybe you can use your human resources for more productive or more creative tasks, for things other than repetitive activities. So TrueSight can help businesses to innovate.

Overall, I would rate the solution at eight out of 10.

Disclosure: My company has a business relationship with this vendor other than being a customer: Reseller.
AV
Information Systems Computer System Controller at a insurance company with 11-50 employees
Real User
Top 5Leaderboard
Provides great support for the business tools and IT service

Pros and Cons

  • "The solution has a very good business event manager tool."
  • "The solution is overly complex."

What is our primary use case?

Our company is currently moving to consolidate the different programs we use. We regularly use Patrol and TrueSight, both are BMC products, providing the same functionality although completely different solutions. We are evaluating which is the right product for us and we're taking everything into consideration because the economy is not great and we have budget issues. Our business requires several complex configurations of systems; web servers, databases and processing environments. All of them must work together under proper performance and this is where we need a complex product like TrueSight. 

What is most valuable?

The business event manager tool that consolidates detailed information from a single instance of equipment is the most valuable thing for me. It provides support for the business tools and the IT services which come from several systems. Some are replicated and service tools provide the same functionality for some things. The end user service is made up of a lot of systems and it's what I'm interested in, and how I discovered that BMC TrueSight is good for us. I don't use the event management or monitoring capabilities, I work with user management capabilities. 

What needs improvement?

I think the solution is overly complex and requires a lot of resources. 

For how long have I used the solution?

I've been using this solution for around 18 months. 

What do I think about the stability of the solution?

I haven't noticed any issues with stability. We sometimes have to call for failures or questions but on the whole, it's fine.

What do I think about the scalability of the solution?

There are no concerns about scalability, it's performing well. We have deployed it where we have the most critical applications. We have changed our approach to new architecture and mobile. Instead of big servers, we have now deployed formal servers for web services. We're working on increasing the number of servers available. Our only concern is that it requires some investment at the beginning of the project and we have budget concerns. 

How are customer service and technical support?

We don't use BMC technical support directly, we go through a partner. 

How was the initial setup?

I am involved in the planning and the development of the solution, so from my perspective the initial setup is a little complex but not in itself, rather because managing the user services requires access to a CMDB. To get the best from this kind of product requires other processes and tools to be aligned with it. The consideration is that these tools provide very good functionality but getting the benefits requires other processes and tools. Our deployment is still in progress, we've been working on it for six months using a consultant from a third party, a BMC partner.

What's my experience with pricing, setup cost, and licensing?

We haven't yet established what the final cost would be for licensing this solution, we're still working on that. 

What other advice do I have?

These kinds of products provide benefits if you have other processes that require alignment with other IT solutions, like in sales and deployment and CMDB. Without that, you don't get the full benefits. At the end of every phase we stop and check the software products before starting the next phase of the project.

I would rate this solution an eight out of 10. 

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Learn what your peers think about BMC TrueSight Operations Management. Get advice and tips from experienced pros sharing their opinions. Updated: October 2021.
542,267 professionals have used our research since 2012.
SS
System Administrator at a comms service provider with 201-500 employees
Real User
Top 20
High performance, rich reports, and stable

What is our primary use case?

We use BMC TrueSight Operations Management in a Microsoft-based environment which we feel is best for performance monitoring and management. In our company, most of the workload is on Microsoft but the new version of the solution can monitor the workload of Linux too. My multi-fact servers are readily available and best practices are being suggested. I do not have to work and create everything from scratch because most of the features are there. Most of the alerts are available and very active but there are times I have to modify the extra alerts.

What is most valuable?

The most valuable features are the rich reports, high performance, and the look and feel of the WebEx webpage are very good.

For how long have I used the solution?

I have been using…

What is our primary use case?

We use BMC TrueSight Operations Management in a Microsoft-based environment which we feel is best for performance monitoring and management. In our company, most of the workload is on Microsoft but the new version of the solution can monitor the workload of Linux too. My multi-fact servers are readily available and best practices are being suggested. I do not have to work and create everything from scratch because most of the features are there. Most of the alerts are available and very active but there are times I have to modify the extra alerts.

What is most valuable?

The most valuable features are the rich reports, high performance, and the look and feel of the WebEx webpage are very good.

For how long have I used the solution?

I have been using BMC TrueSight Operations Management for approximately five years.

What do I think about the stability of the solution?

The solution is stable. We have not needed to speak to the vendor regarding any issues, it has been operating very well.

What do I think about the scalability of the solution?

The solution is scalable.

We have more than 200 users in my organization using this solution and there are approximately three staff members that log into the solution for management and to check the resources. We had plans to increase usage of the solution but because of financial issues, we are not able to at this time.

How are customer service and technical support?

We have been in contact with technical support to align our objectives and to determine their effectiveness and for information regarding updates. We have been satisfied with the support and we have not needed them for any issues, only information.

How was the initial setup?

The solution gives clear instructions of what systems are required. You are able to simply plug data as a virtual machine in your environment and they have the option of going to the cloud. In the cloud version, you can easily enable the subscription and start working, deploying, and integrate with your environment.

On the client side, I do not have to configure or update anything on the software. It discovers what is running on the client-side system and it automatically does everything.

What about the implementation team?

We used a vendor to do the implementation because of our company policy and to make sure it was done correctly.

The solution only requires updates for the maintenance of the solution.

What's my experience with pricing, setup cost, and licensing?

The price of BMC TrueSight Operations Management is very high. If there was more flexibility with the sizing of the licensing it would be helpful, especially during the pandemic. We have wanted to expend but the licensing cost is too high.

What other advice do I have?

I rate BMC TrueSight Operations Management a ten out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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ME
Technical Services Team Lead at a tech services company with 51-200 employees
Real User
Top 20
An end-to-end performance monitoring and event management solution with a useful synthetic monitor

Pros and Cons

  • "I like the deep-dive detail and end-user metrics data. The synthetic monitor is the best one. The best point of the new one is that there's no need for configuration. You can inject the Java script and start to change major developments in the application. This is a good approach, and we received all the data using this."
  • "I would like them to improve the deep-dive details, tracing, and data agents in this product. We have EUEM, an end-user experience monitoring appliance. This one's quicker than the current one, and reporting side and filtration side are very bad. There are many details we look at and explain what we receive information in the current one, but we cannot have historical data like we do with EUEM. We cannot have a powerful point to look for specific traffic from a specific application and a specific browser. We don't have it in the new one. The current BMC also needs to add the thing that control versions."

What is most valuable?

I like the deep-dive detail and end-user metrics data. The synthetic monitor is the best one. The best point of the new one is that there's no need for configuration. You can inject the Java script and start to change major developments in the application. This is a good approach, and we received all the data using this.

What needs improvement?

I would like them to improve the deep-dive details, tracing, and data agents in this product. We have EUEM, an end-user experience monitoring appliance. This one's quicker than the current one, and reporting side and filtration side are very bad. 

There are many details we look at and explain what we receive information in the current one, but we cannot have historical data like we do with EUEM. We cannot have a powerful point to look for specific traffic from a specific application and a specific browser. We don't have it in the new one. The current BMC also needs to add the thing that control versions.

For how long have I used the solution?

I have been using BMC TrueSight Operations Management for six years.

How are customer service and technical support?

BMC support is very good, and they always find solutions. They can give you a release back or batch it if somebody needs assistance. This is a good thing for BMC support. BMC support is very good, and you can get the full journey if you have the full solution. 

BMC TrueSight Operations Management has a module covering all the applications and search, the website hardware utilization, and the traffic and storage. You can get all the details, and it will be better if you have different websites. You have the full journey and no need to bother the tool itself.

How was the initial setup?

The initial setup is straightforward and easy to implement quickly. You can receive all the data, and you can have a lot of dashboards covering all the details like how much traffic, the OS, the federal ID, client ID, and location. If all of this is the same, you can create tables, dashboards, server ID, and client ID.

What other advice do I have?

I would advise potential users to try to get TrueSight Infrastructure Monitoring and synthetic when implementing BMC. Then they will have a very powerful solution. The main point is that it's the manager of managers. It would be best if you highlighted this, and BMC can integrate with all monitoring solutions. They will have only one screen to show all. That is the multiple monitoring application.

On a scale from one to ten, I would give BMC TrueSight Operations Management an eight.

Disclosure: My company has a business relationship with this vendor other than being a customer: partner
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