We use the solution for change management, incident management, and problem management.
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We use the solution for change management, incident management, and problem management.
The solution helps us manage, escalate, and solve incidents. It provides a single platform for all the incidents in our organization. The visibility provided by the tool is the most important feature for us. The tool shows us real-time reports and statuses of the incidents.
The inventory maintenance features must be improved. The tool is very old. The vendor must release a cloud version of the tool.
I have been using the solution for eight years.
The solution is stable.
It is very difficult to scale the solution because it is deployed on-premise. I rate the scalability an eight out of ten.
We have in-house technical support. Sometimes, we had to escalate the issue to the BMC’s support team.
Neutral
The initial setup is easy. I rate the ease of setup a ten out of ten. We could start working with the product without much help.
I did the deployment myself.
Other tools, like ServiceNow, are more powerful.
Overall, I rate the product a seven out of ten.
BMC Remedy offers a valuable feature for service desk agents or support teams, allowing them to manage incidents seamlessly. It requires endpoint monitoring and application installations. This feature enables agents to handle tickets efficiently by providing the option to connect to destination PCs remotely for issue resolution.
The Smart IT interface of BMC Remedy looks especially good, particularly for its advanced features. An advanced catalog license allows access to an extensive service catalog, albeit at a higher cost. The interface boasts attractive capabilities for the service catalog, making it a compelling option for end users.
BMC Remedy has undergone significant transformations, transitioning into a containerized application. While SMAX also adopts containerization, the deployment process for BMC Helix is notably more complex than SMAX. This complexity has led to challenges and complications during on-premises deployment. Previously, Remedy was a classic on-premises tool with a straightforward installation process, similar to other tools. However, deploying Helix on-premises has become more intricate with the shift towards containerization.
I have been using BMC Remedy as a partner since 2000.
We work with with with with Helix Discovery and Atria. There isn't a parallel approach to deployment. The old versions are based on container platforms.
BMC Remedy is designed for complex environments but comes with a high price tag, which may not be suitable for startups or small companies. For such businesses, there are more affordable options available that can still fulfill their needs. As your company scales, you can consider upgrading to more robust tools like BMC Remedy's enterprise editions or similar solutions.
BMC Remedy is competitive. It excels more in maintenance than in identity management. It is highly customizable and allows for tailoring, which is advantageous for IT consultancies like mine. This flexibility enables me to evaluate various processes and address business needs efficiently.
Remedy is an endpoint monitoring application. This application targets devices such as desktops and laptops. Users install an agent on these devices to monitor, discover, and access various features. One of these features is the ability to remove the stock.
I'm satisfied with the customization, but it's much easier in SMAX. However, I'm also satisfied with NDC.
I recommend opting for BMC Remedy as a SaaS solution in the cloud rather than deploying it on-premises. This approach eliminates many deployment challenges associated with containerization and ensures smoother customer operations.
Overall, I rate the solution a nine out of ten.
