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Project Engineer at NCGR
Real User
Has features such as incident and problem management, asset management, and automation, but its customization may lack flexibility and support could be improved
Pros and Cons
  • "It includes features for automation, such as smart reporting capabilities."
  • "There is room for improvement regarding the customization as it tends to lag in terms of flexibility, particularly in comparison to competitors."

What is our primary use case?

BMC Remedy assists in incident and problem management processes by providing tools for handling incidents promptly while also offering access to knowledge and resources for addressing underlying problems.

How has it helped my organization?

BMC Remedy is capable of helping in the operations of the service desk. It includes features for automation, such as smart reporting capabilities.

BMC Remedy offers features for asset management similar to ServiceNow's Asset Discovery Management module, including capabilities related to code and discovery.

Regarding IT alignment in BMC Remedy, we're currently utilizing it. However, ensuring compatibility with certain aspects, particularly desktop support, may not be feasible.

What is most valuable?

The capabilities of BMC Remedy include scheduling reports, retrieving reports, customization options, module generation for different departments, and integration features, all of which contribute to its smart reporting functionality.

What needs improvement?

There is room for improvement regarding the customization as it tends to lag in terms of flexibility, particularly in comparison to competitors.

For how long have I used the solution?

I have been working with it for eleven years.

How are customer service and support?

There is room for improvement in the support provided. I would rate it six out of ten.

How would you rate customer service and support?

Neutral

Which solution did I use previously and why did I switch?

Comparing ServiceNow and Remedy, based on business requirements, I find ServiceNow to offer greater flexibility and visibility.

How was the initial setup?

The initial setup is typically straightforward, although migration processes may present complexities.

What about the implementation team?

Implementation typically requires a moderate level of experience.

What's my experience with pricing, setup cost, and licensing?

I find the pricing to be reasonable.

What other advice do I have?

Overall, I would rate it seven out of ten.

Disclosure: My company has a business relationship with this vendor other than being a customer: partner
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Technical Consultant at a tech vendor with 1,001-5,000 employees
Real User
Has efficient customization features and provides good support for remote environments
Pros and Cons
  • "The product has excellent support for remote and hybrid environments."
  • "BMC Remedy's change management module needs enhancement."

What needs improvement?

BMC Remedy's change management module needs enhancement. It could be more user-friendly for business users and administrators, clarifying the rules and features for all users. Simplifying the process would make it easier for them to utilize the system.

For how long have I used the solution?

We have been using BMC Remedy for more than six years.

How are customer service and support?

I provide technical support services to all the customers, addressing their queries. Overall, BMC support is good, but it needs to be enhanced further. They do not solve some issues; they need to collect all the issues provided by the clients and customers, then work on these solutions and provide them. They should gather all the customer issues and collect the solutions, sharing them on the portal or with the customer to provide support easier and faster.

How would you rate customer service and support?

Neutral

Which solution did I use previously and why did I switch?

I have worked with other solutions. In comparison, BMC has powerful features.

How was the initial setup?

The initial setup process is complex. As you update the system further, the desktop becomes more complex. Additionally, there are vulnerabilities in the version, so you must make the compatibility with the tools lower vulnerabilities.

What's my experience with pricing, setup cost, and licensing?

BMC should decrease the pricing further. It would help them increase the number of potential customers. Many clients prioritize finding powerful solutions at affordable prices. Considering this point of view, BMC can expand its customer base and regain its position as a leader in the market.

What other advice do I have?

The product's incident management process involves utilizing the answer management module to meet the business needs and requirements of both my company and its clients.

BMC Remedy has contributed to improving change management processes, but there are a few limitations. The change management module is complicated for all users to use. This complexity has resulted in numerous complaints and feedback from users and business stakeholders. They could provide clearer guidance for easier usage.

We utilize the customization options available in the platform. These options enable us to group assignments based on specific criteria, such as configurations or company requirements. For instance, we can assign tasks to particular groups, ensuring that users only have access to relevant tasks and permissions.

The product has excellent support for remote and hybrid environments. It enables me to provide assistance and resolve issues effectively, ensuring smooth operations for users across various locations. The automation capabilities fulfill our business requirements in streamlining IT workflows.

The installation process is complex. Providing more resources for user training purposes can make the implementation easier.

I rate it a nine out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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