BMC TrueSight Operations Management Valuable Features

Service Delivery Manager at a financial services firm with 1,001-5,000 employees

We have many operational teams, and for any given team their requirements are different. One team is more reliant on infrastructure monitoring, because they are processing-heavy. Another team might be more reliant on endpoint monitoring where we're ensuring that the third-party endpoints they rely on are up and available. Another team may have fairly immature applications, so that they would rely heavily on log monitoring to catch all the errors that may come up. From a consumer-function standpoint, there isn't any feature that stands out. They're all important because all of our consumers are important. 

From an administrative standpoint, what stands out in TrueSight is the ability to implement quickly. When they have a requirement to monitor something, we're able to turn that on quickly in their environment. We're able to set up new apps within a day. Most of the work in monitoring is working with the teams, evangelizing, educating, and making sure that they're bringing their smart requests to the table so that they get visibility into their business service. If the implementation wasn't as easy as it is, it would hinder and probably decrease the adoption of monitoring. But because we can turn requests around pretty quickly and adjust things as teams need adjustment for their different release schedules, administratively, we're able to respond and keep pace with the business and the technology that they're implementing. That is a critical function for us.

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Sr. Director Operations at a comms service provider with 10,001+ employees

The solution's event management capabilities are fantastic. We do a best-of-breed. If, on the network side, they use a different tool, we pull all that data in so that we have a single console. It's kind of like the monitor of monitors. We're able to aggregate all the different types of data sets, whether it's log data, app data, OS data, infrastructure data, or network data. We're able to aggregate all those events and then correlate and be able to say we're having an event. Just because we have one or two alerts doesn't necessarily mean that we're having an event. It's when we get several of those that "trip the wire" that we're able to say, "Okay, we are having an event." And the tool allows us to aggregate all of that so that we're managing event-driven versus alert-driven.

The breadth of the solution's monitoring capabilities is also fantastic. A lot of IT organizations that I talk with use a conglomerate of tools to manage their monitoring and it ends up being pocketed. We don't have that problem because we are using it as the monitor of monitors and therefore we are able to take advantage of all of its bells and whistles. As well, we can feed in additional alert data, crunch that, and react appropriately and accordingly, proactively versus reactively. We'll get several low-level alerts saying, "Hey, this may be an issue," and we're able to proactively look at that before it becomes a critical outage. We use almost every aspect of the tool, with the exception of some of the automation because we haven't gotten there and found the need for it. But we're rapidly starting to take advantage of those pieces as well.

A use-case example would be if we have a drive filling up on a particular server for a particular application. If that's a known issue, we can actually orchestrate through the automation component of TSOM to be able to say, "Hey, when we see this type of alert, go try one of these three things and if that fixes the problem, go away. And if it doesn't, go ahead and escalate that as a ticket and we'll have a human go touch that server and remediate the issue." So we're right on the cusp of beginning that journey.

In addition, the entire root-cause analysis functionality within the tool is quite useful. It really comes down to how admins want to leverage it. There are what I call "old-school admins" who want to get on the box and solve it themselves. Then you have the "new-school admins" who go straight to the monitoring tools. It clearly shows you root cause analysis: This is the probable cause, and then they're able to go remediate it more quickly. We use that extensively within the operations team and the products team, which is the team that I own. I don't think the engineering team is quite there yet, but they're beginning to see the value of wanting to see that data and start using the tool themselves.

Regarding mean time to remediation, when I took over this organization, I and the rest of the group were working about 100 hours a week, just trying to keep our major systems running. It wasn't until eight months later, when we actually implemented a more mature monitoring system, that we turned the corner and people were working 60 hours. And now it's somewhere between 40 and 50 hours a week, which is much more maintainable and realistic in the industry. We were doing everything we could to keep those systems running, and we had no idea what would be in the next box of chocolates that we would open up, back when we first started this. There's a direct correlation with TSOM and the BMC product sets that have helped us be successful in working smart and not hard, like we did back in the day.

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IT Manager at a manufacturing company with 1,001-5,000 employees

From a TrueSight perspective, we love the Capacity Optimization. We manage to collect almost all our capacity information through agents, without having to deploy a capacity agent. We've already saved some money. We're now provisioning more for obsolescence than we are for expansion because we now know exactly what we've got. One of the nice things about it is that we've now put Capacity Optimization in all our plants and mills, where the money's actually made.

The flexibility of the MRL is great. The various abilities to use native KMs to connect to a lot of things that we're doing with the hardware monitoring into the consolidated stuff, like SharePoint, is great. We're using native monitoring capabilities for all our server hardware, for visibility for applications, for URLs, for webpage response and accuracy, and for monitoring network throughput in a lot of particular instances. We're using lightweight protocols for pinging, for DNS, for LDAP. We use the scripting KMs for a lot of stuff that we have to script ourselves. We're also doing a lot of SNMP polling for devices. We've got some places where we really couldn't use a traditional agent and we deployed a Java agent that we wrote. For example, we might be monitoring UPS's out in the field using a Raspberry Pi and pushing that data back up. The problem with UPS's out in the field, when you have thousands of them, is that you don't know that the battery's bad until the power goes out. This gives us the ability to enable them to report back via SNMP.

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Learn what your peers think about BMC TrueSight Operations Management. Get advice and tips from experienced pros sharing their opinions. Updated: June 2021.
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Monitoring Architect at a manufacturing company with 10,001+ employees

The most valuable feature is the event management piece of it. We have it integrated with a number of our different products. Thus, we can create events into a single Event Manager, which will create a Remedy ticket for us. This is a huge feature for us.

We have 26 different monitoring tools. The way this product works it allows us to define a custom event call. We can take all of our monitoring tools, and say "If you can put an event into this specific format, then we have a way of creating a common event across all of our monitoring tools." By doing that, we have a single back-end process that acts on all of the events. So, we only do a data transformation upfront when we are receiving events. This simplifies our back-end.

The solution has helped to reveal underlying infrastructure issues affecting app performance. We constantly have network issues. The network team had been capturing them, but it wasn't integrated into any impact model. By integrating them into an impact model, we could now catch and see the impact of them to our applications. 

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Sr. Technical Consultant at a tech services company with 11-50 employees

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.

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Sr Application Engineer BMC at a tech services company with 1,001-5,000 employees

One of the valuable features is the integration of the monitoring and the Console access.

We manage our open systems. Using the TrueSight platform we can monitor server performance and notify the customers using the integrated ticketing for events. We can let them know if there are any issues with a server, or application, or database.

The solution's event management capabilities are a strong point for TrueSight. They are based on the previous BMC Event Manager which was very stable and pretty powerful. It was an excellent product.

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CEO at Transcendence IT

A lot of the integrations with all the other BMC products are fantastic, because it has a great discovery tool which can model applications and integrate those into TSOM. Then TSOM, once an alert is detected, can automatically create tickets in the ITSM system, which is Helix.

Its event management capabilities are very open and flexible. I haven't seen a use case scenario with a customer that we couldn't actually solve the problem for, so it's really good. There are some interesting things that happen in an enterprise network (things that people don't normally expect), and the event management product is very flexible. You can solve problems as far as your imagination can go with it.

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Information Systems Computer System Controller at a insurance company with 11-50 employees

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. 

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Learn what your peers think about BMC TrueSight Operations Management. Get advice and tips from experienced pros sharing their opinions. Updated: June 2021.
512,711 professionals have used our research since 2012.