What is our primary use case?
My company uses it as the main tool for monitoring and managing changes and, in addition to that, for opening user incidents and requests.
Users contact the help desk, and a ticket is opened. The ticket is either solved by first-level support or assigned to technical support.
How has it helped my organization?
We have an integration between BMC Remedy ITSM and Jira. We also have another tool for asset management that's integrated to migrate assets from our asset management system to Remedy.
The intergartions works fine. We have integrations with many other tools.
What is most valuable?
The service management features are beneficial – very good.
In terms of usability, user interface, and navigation within BMC Remedy ITSM, I would rate it a nine out of ten. Especially for urgent tasks, it's easy to use and user-friendly.
What needs improvement?
The upgrade process could be better. It would be a good improvement.
The last upgrade was easier than the previous ones, but there's still room to make it simpler and more straightforward.
The latest version already has a lot of features and functions. It would just be great to have even better ideas for future versions. We don't use all the functionality, but we have the enterprise edition, so there's a lot available.
For how long have I used the solution?
I have been using it since 2009. That means around 15 years now.
What do I think about the stability of the solution?
It is a stable product. I would rate the stability a nine out of ten.
What do I think about the scalability of the solution?
It is very scalable. I would rate the scalability a nine out of ten.
I would recommend it for enterprise-level businesses.
How are customer service and support?
There is room for improvement in customer service and support.
Sometimes when a ticket is opened, it takes a long time to get resolved. There's a need to follow up and escalate to get a solution.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I used BMC Helix Discovery. Now, I primarily work with BMC Remedy for incident and change management.
I have not used any other product for incident and change management.
How was the initial setup?
The installation itself is pretty straightforward.
However, I would rate the ease of customizing BMC Remedy ITSM as seven out of ten. It's not overly complicated, but it can be somewhat difficult to customize.
What's my experience with pricing, setup cost, and licensing?
The pricing is on the expensive side. I would rate the pricing a three out of ten, with one being high price and ten being low price.
What other advice do I have?
Overall, I would rate it an eight out of ten. It's a good product.
It's a good enterprise solution. While it may not be the absolute best, it has a strong approach to IT service management.
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.