BMC Remedy [EOL] Reviews

BMC Remedy serves as our primary ticketing tool. We have different teams whose applications are configured, and our storage is configured in BMC MID. Whenever there is an alert on any of the storage devices, a ticket is generated in BMC Remedy, and that ticket is assigned to the storage team to check what the alert is for. This is how pricing and everything is managed.

The best feature of BMC Remedy is that you can easily understand all the features in it as they are not complicated. When you click on new incident, all the fields are self-explanatory regarding what is required to be put in the work details node section assigned to chrome. These are all pretty easy to understand, and nothing much training is required for a person to start working on BMC Remedy.

The room for improvement related to BMC Remedy is that if some kind of automation is possible in it, and if its functionality can be improved a little bit.

We have been using BMC Remedy for the last ten years.

BMC Remedy is a very good product regarding stability. We have been using it for ten years, so there are no such issues surrounding that, and from time to time, we do upgrade.

In my company, around three lakh people are using BMC Remedy. We have around three lakh users.

The support team for BMC Remedy is good, though more challenges are faced in engaging our support team to call or ask for different features required to integrate or if something is not working.

I have not done the installation of BMC Remedy as I am just a user of that, since the installation is handled by a different team. We can take care of the storage part for BMC Remedy application, which is running on our storage license alone.

Our management is trying to leave BMC Remedy for ServiceNow.

As for advice on using BMC Remedy for the first time, I would advise that you should go ahead with BMC Remedy as it is a user-friendly and cost-effective product. It is not a concern related to performance, and support is also good.

Price-wise, BMC Remedy is neither very cheap nor very expensive, so I would say it is average.

With BMC Remedy, our company is a customer, and we have a substantial engagement.

I rate BMC Remedy an eight out of ten, where one is bad and ten is excellent.

I have worked a lot with the Discovery Solution and the CMDB.

The biggest benefit in my area is impact modeling. Impact modeling helps to map a service that has different applications in it, with those applications having interdependencies with each other. 

When changes, incidents, problems, and so on occur, it will show exactly where the issue is, helping you to find the root cause much faster. This helps all organizations reduce their mean time to resolution.

The discovery feature of BMC Remedy has been very valuable.

When it comes to CMDB, to be able to manage the data, you have to have Atrium integrator, another integrated tool. While CMDB is a great product within BMC, both Remedy and Helix, the data gets locked as soon as it is in CMDB.

I have been working with BMC Remedy since 2008.

The stability, in the beginning, was quite clumsy since it was a new solution process. However, as soon as we took experts from BMC, we could be stable. Overall, if I were to rate it on a scale from one to ten, it would be eight, as it became stable and solid.

On a scale from one to ten, I would rate the scalability approximately seven out of ten.

Since the organization I worked for had a very good cooperation with BMC and we had a premium support, I found their technical support to be great.

Positive

Before BMC Remedy, I used HP. We switched because HP was very limited at the time, and we wanted an enterprise service management solution and not only a ticketing solution.

The initial setup was not so difficult when I worked with it. I was working for a long time always in the back end, so it was quite natural to manage and maintain.

BMC is the second most expensive one after ServiceNow. BMC is more focused on money, seeing the customer as a dollar sign, instead of investing in partnerships which ServiceNow does.

My advice is not to over-customize the tool. In my organization, we followed the rule of 90% out-of-the-box and 10% customization.

I'd rate the solution eight out of ten.

In BMC Remedy, integration is a problem and even APIs are not available. Mainly cloud integrations can be considered as an area with certain shortcomings in the product, where improvements are required.

The solution's technical support needs to be improved since after the complaints are raised, the turnaround time has to be reduced. There is a delay in support. There is no premium service or standard service available.

I have been using BMC Remedy for twenty years. I am a user of the solution.

It is a stable solution.

Scalability is an issue since you have to purchase the license, and then some downtime of the systems is needed to add the licenses. The tool's scalability has some limitations.

I rate the technical support an eight out of ten.

Positive

For ticketing right now, everyone is moving towards ServiceNow.

The product's initial setup phase is complex. You cannot install the tool in the cloud environment and need to install it only on an on-premises system or VMs. With ServiceNow, you can directly install everything in the cloud environment.

In a multi-faceted environment, the deployment process can take up to 24 hours to complete. Two people are required to deploy the product.

I have experienced return on investment from the use of the solution, if you compare the tool with manual efforts, definitely. If some manual efforts take around 24 hours, it can be done in less than two to three hours with BMC Remedy.

The product is costly. On one to ten points, where one is cheap and ten is expensive, I rate the product's price as nine. There is a need to make yearly payments towards the licensing charges associated with the product. The pricing of the product is based on multiple factors like the license, server installations, integration part, and configurations. It is not possible to distinguish between only the license cost, the operation cost, or the installation cost.

BMC Remedy is only limited to some of the functions, like ticketing, and very few other functional cases. In ServiceNow, integrations are more easy, and APIs are available for each integration. ServiceNow has multiple functions, like alerting, inventory management, configuration management, and service management. There are many other functions available in ServiceNow. BMC Remedy is mainly for ticketing. BMC Patrol is another tool from BMC that mainly works on the SNMP protocol, but it has very limited alerting functionalities. For ticketing and alerting, BMC Remedy can be rated as a six out of ten.

The maintenance and operations of BMC Remedy are easy. Any change request is very easy to implement in BMC Remedy. The product offers a good, stable environment.

I don't think there are any AI capabilities added to the product. In ServiceNow, everything is on AI.

I would recommend that others use ServiceNow over BMC Remedy.

I rate the tool a six out of ten.

We used it for ticket management, handling user issues, and monitoring alerts.

It covered incidents, problems, and change management. 

It had automation, orchestration, service level management, and event management. You could also integrate it for auto-remediation.

Remedy is ITIL-aligned. ITIL is the foundation for incident, problem, change, and other service operations processes – Remedy supported these processes well.

Helix is a newer, enhanced product. So, everything is improved in it. 

BMC Helix is the upgraded version and offers significant improvements.

I have been working with it for 10 years. BMC Remedy IS an older version. It's been upgraded to Helix now.

BMC's support is generally good. However, BMC works through intermediaries or vendors for support, so you don't always interact with BMC directly. The quality can vary depending on the specific vendor.

So, there's no option to contact BMC support directly. We go through the middle person/vendor.

Positive

BMC Helix is the upgraded version and incorporates many new ways of working for service operations. It's a significant improvement. Helix offers analytics, AI-based rules, a smart digital console, and workflow management. Remedy doesn't have these features.

That's a significant difference. BMC Helix seems to be a strong competitor to ServiceNow, while Remedy wasn't at the same level.

The initial setup was difficult because all the configurations were done manually. 

It took two months to fully implement the ITIL setup.

BMC no longer sells Remedy separately. They've transitioned to selling the BMC Helix platform. Remedy itself is nearing end-of-support.

Back when Remedy was available, it was quite affordable. 

Overall, I would rate the solution a five out of ten.  

I would recommend they consider either ServiceNow or BMC Helix.

In the case I was involved with, the customers appreciated the user-friendliness and the integration capabilities of BMC Remedy.

The toolset is mature, easily integrable with various technologies due to its maturity, and has great scalability.

Maybe the network automation aspects need improvement. They should have adopted cloud technology earlier. Also, improvements in pricing, particularly the licensing models, which weren't dynamic and flexible at the time.

I have about three and a half years of experience with BMC Remedy.

It is very stable. Once up and running, we didn't encounter problems. I would rate its stability a nine out of ten.

From a scalability perspective, it is much richer and can handle the load from a testing perspective.

When incidents are escalated, they resolve them efficiently. For critical-level incidents, engineers come back and support you. We could resolve less serious incidents ourselves. I would rate them an eight out of ten.

Positive

Most of my experience is with HP's application and management toolset.

With my strong technology background and experience with HP tools, it was easier to adopt. The tool itself is not difficult to learn.

Our team was responsible for reselling, implementing, and providing business development and sales functions.

The solution is priced high. There needs to be improvement in terms of licensing, as it wasn't very flexible. It might have changed now.

I worked with HP testing and automation tools, ServiceNow, and the BMC suite.

I would recommend BMC Remedy to others and rate it an eight out of ten.

We use the solution for internal IT service management, incident work orders, change requests, problem management, release management, etc. We have internal applications and customer-facing applications. Those are maintained and released through the ITSM process followed on this platform.

BMC is excellent for large and complex environments but can be more challenging for small and medium-sized enterprises. It requires significant manual configuration and customization to meet specific requirements. In contrast, some other solutions on the market come ready to use with predefined templates, policies, and procedures, which can be easier to implement. With BMC, you have full control over the platform, allowing you to tailor it precisely to your needs, but this also means a time-consuming configuration process across its three layers: front end, mid layer, and back end. Our next goal is to transition from on-premises to cloud solutions. It does require transfer.

BMC can be complex because everything is linked through different workflows, forms, and fields, making it less straightforward than other platforms with more intuitive workflow designers. In ITSM, Helix from BMC is similar to other platforms but somewhat easier to use. It operates on a different scale and size, which can impact the overall experience. It does require training. There are official channels for the training, and some on YouTube and the Internet.

GUI needs to be responsive for service portals. It is difficult to reload. The platform has a significantly different administrative navigation structure. Configuration is divided into various sections, such as foundation and other areas, each with its own separate UI. This requires remembering multiple URLs, as there isn’t a consolidated interface for navigating through the GUI. It can be challenging to manage all these different URLs effectively.

Another drawback is the complexity of licensing. Managing and balancing these various licenses can be challenging.

I have been using BMC Remedy for over three years. We are using V20 of the solution.

I rate the solution’s stability an eight out of ten.

The platform is scalable, but its architecture can be technically challenging. If something goes wrong, you must restart services sequentially to restore functionality. For example, if the Apache web server goes down, it can disrupt many components. While the solution can handle many users, managing these issues requires careful attention.

I rate the solution’s scalability a seven out of ten.

We don't contact directly. We go through the vendor. We have a vendor who represents the Middle East and will finish it up.

I rate the initial setup a seven out of ten, where one is difficult, and ten is easy.

The vendor did deployment.

The pricing is higher, though not as high as ServiceNow. While ServiceNow is a cloud offering and the platform was initially on-premises, it is now also available in the cloud. 

The cost of this solution is relatively high compared to some competitors. This is partly due to its unique licensing structure, which differs from other vendors' more straightforward licensing matrices. 

Significant updates have been made to the new cloud version. It now includes features like work order to incident conversions and HTML-rich text for ticket descriptions. In contrast, the previous version only supported plain text and attachments in the activity log. The new version also supports ad hoc approvals on the fly, which was impossible before, and offers a no-code GUI for workflow design. The reporting module, which was previously slow and cumbersome, has been enhanced. The design of the reports now allows for more efficient filtering and data extraction, addressing the issues of lag and inefficient report generation from the previous version.

Go for it if you have dedicated resources, or else if you want something out of work, Remedy, look for something very easy, like ManageEngine and FreshBooks.

Overall, I rate the solution a seven out of ten.

We use the solution for trouble ticketing. We also use it for our internal services and for our customers, especially business customers.

The best practice processes built into the product are valuable. The incident management console is available out of the box.

The solution must be flexible. Compared to Jira, it's much more complex to customize BMC Remedy’s workflow and the steps to resolve issues. The biggest issue is not with the product itself. It is more with the culture and people who do not want to use the best practices. People often want to customize the tool according to the existing workflows and processes.

I have been using the solution for 14 years.

I rate the stability a six out of ten. To resolve some stability issues, we were asked to upgrade the solution. Since we have a complex installation and customization, upgrading was impossible.

We have approximately 500 users. We had some issues, but not too much. I rate the scalability seven or eight out of ten.

We were using a custom-made internal solution. We had a lack of development people, so we decided to go with the best solution. In 2007, BMC Remedy was the best product.

The initial setup is very complex. I rate the ease of setup a two out of ten. We had to customize the installation a lot to get approval from our internal users. The deployment took two and a half years. Around 50 people were involved in the deployment.

I rate the pricing a nine out of ten. The tool is expensive.

We also use Jira for IT services.

We've done very basic integration, synchronizing a large amount of data from other systems into the Remedy Atrium database. We run the processes on top of it. We're not leveraging the online integration capabilities as much as I would like to. We didn't have an automation tool before BMC Remedy. Overall, I rate the product a seven out of ten.

We use it for monitoring tech, handling incidents, change management, and attending to P1, P2, and P3 raised by end users. We can check the report in SLA and other related tasks in BMC Remedy.

We can create our own profile in BMC Remedy, track how many tickets we've closed on a daily basis, monitor how many SLAs we've escalated, and see how many tickets we've received daily. 

We can also note the solutions provided to end users and even make articles. This feature is very beneficial for me.

There is room for improvement in terms of support.

I have been using it for a year. 

BMC Remedy is a stable tool. However, it can be a bit difficult for end users.

In the tool, we can add users. We have control using the software. We can add multiple users at one time.

In my company, around 200 people are using BMC Remedy.

When I joined the organization, I reached out to the support team. At that time, I connected with the tech person because I couldn't access the BMC remediation application. They provided me access and mapped it as per my senior or colleague's access. After that, I was able to connect with the tech person.

The customer service and support are busy with many cases, but after some follow-ups, they solved my issue. There's a small delay in giving an answer.

Neutral

We were using a tool called 'submit tool.' It's an internal tool for IT and ticketing. In that application, we could convert a request to an incident and vice versa and add notes. However, there were challenges with it, so management decided to move to BMC Remedy.

Around one or two years ago, BMC Remedy was in demand. They provided good support and had many features. That's why we continued using it. But now, we are transitioning to the ServiceNow ticketing tool.

For IT professionals, it's easy. However, for end-users, it's a bit tricky. We have to guide the end users on how to operate it. We understand how to use BMC Remedy, and while it's a browser-based application, there can sometimes be issues when trying to access it as a standalone application.

The pricing is in-between. It's not too cheap, and it's not too expensive. For a large organization, it's worth it. But for a smaller one, it might be a bit costly.

It has many good features. I'd give it a nine out of ten because it was tricky to understand its features. However, after six months of using BMC Remedy, I learned how to operate and optimize the tool. Having worked with it for a year now, it's a very good tool.

We use BMC Remedy for taking the remote access of third-party users facing some technical challenges.

The most valuable feature of BMC Remedy is to take administrative access of a user. We need to enter the local admin and domain admin passwords in the console, and we can do administrative work on a remote access machine. BMC Remedy is very easy to use.

The desktop technicians face some challenges with the solution.

I have been using BMC Remedy for one year.

BMC Remedy is a stable solution.

I would recommend BMC Remedy to other users.

Overall, I rate BMC Remedy a nine out of ten.