BMC Helix ITSM vs. Nlyte Data Center Infrastructure Management (DCIM)

There are many ITSM platforms available - but only a very select few are true enterprise leaders. BMC Helix is one. When it comes to managing thousands of incidents daily, BMC Helix helps cut through the noise with incident correlation and predictive problem management.

Incentivized

Nlyte is well suited for keeping a detailed inventory of the assets in the hosting center. With the ability to import hosting center floor plans, knowing exactly where each asset is located is a snap. When alarms occur in monitored devices, this also provides faster resolution because the exact point of alarm can be displayed on the floor plan. Nlyte is also well suited for organizations with data center assets housed in multiple locations. In some cases, as with my organization, some of the locations are Telco rooms or closets. Again, when properly set up, a device causing an alarm can be pinpointed to its exact location.

Incentivized

• The Service Asset and Configuration Management capabilities of Helix ITSM are awesome. It can be used as a central repository for all SACM information and seamlessly integrated with Helix Discovery.
• It has the most certified ITIL process modules of any ITSM system. These modules work seamlessly with each other and give you the power to manage any situation effectively.
• As an Administrator of Helix ITSM you have many tools at your disposal to create customizations, workflows. BMC makes it easy to manage the system, leaving time to develop customizations and workflows.

Incentivized

• Nlyte Asset Optimizer (NAO) tracks every asset in our hosting centers and when integrated with Nlyte Energy Optimizer (NEO), which monitors the hosting center environment, we can see, at a glance, the asset causing the alarm and its exact location in the hosting center. This is a strength, as it provides for faster resolution of problems if/when they occur.
• Nlyte Asset Optimizer (NAO) has a lot of built-in reports that are great for looking at. For example, servers of a specific brand, or how many Us are taken up by servers. I see this as a strength and use this capability for capacity planning.

Incentivized

• Customization can be lengthy due to the numerous features included in the software.
• New staff members require some sort of hands-on training to get to know all the use capabilities.
• The analytics can be improved to include forecasts and trend analysis.
• Expensive compared to competitors.

Incentivized

• Nlyte Asset Optimizer (NAO) is currently all manual entry of assets. It would be great if NAO could provide for automated discovery of hosting center assets. This automation would be limited to ICMP and SNMP communication so not every asset can provide automated discovery, but it would be great for all IP addressable devices.

Incentivized

It provides the tool we need and is able to be customised to meet new requirements. Cost to change in training and integrations would be considerable.

At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.

for now we are satisfied. first two months 😉

Incentivized

could be faster. db is slower from introducing postgresql

Incentivized

Their tech support is top notch. They respond and get back to us, even on lower level incidents and issues, very quickly. It is rare that we deal with a support technician who does not know what they are doing.

the trainers dont have so much practical experiences. its mostly follow up and reading existing documentation withou own input. of course experiences people are on shore or have no free time. sad truth

Incentivized

Satisfied because I didn't have to do it!

Incentivized

I did not select Remedy myself, so I am coming in from someone who is apart of the story, from somewhere in the midway. That being said: Remedy has begun a journey of understanding the problems associated with the implementation of ITIL, and indeed ITIL itself (it is a top-down process for management of an IT department). there are many alternatives out there. One, in particular, I am keen to investigate: Redmine. But in doing so, It will be evaluated via my experience with Remedy.

Incentivized

I am still using the other three products as they have features that Nlyte does not have, and that are really out of scope for Nlyte. I can give one example because this product is an in-house application. It is our CMDB application, and it interfaces with several other in-house systems to provide data that Nlyte is not designed for. Example: If we get an alarm from a server, and if there is currently a planned outage with a Request For Change (RFC), we ignore the alarm unless it exceeds the RFC window.

Incentivized

unclear. lot of for less

Incentivized

Again, always room for improvement, but a very stable product none-the-less.

Incentivized

• The ROI was fine initially as we got what we paid for and it served its purpose
• Over time, we got behind on releases due to limitations with customizations we made to the application. The product then became out of support and completely out of date, and we had to replace
• Overall ROI was minimal and once the product was out of date we found more value in other tools

Incentivized

• Nlyte has had a positive return on investment (ROI) for my organization. A big factor in the ROI is having faster resolution times when alarms occur.

Incentivized