The easiest route - we'll conduct a 15 minute phone interview and write up the review for you.
Use our online form to submit your review. It's quick and you can post anonymously.
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.
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.
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.
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.
I have been using it since 2009. That means around 15 years now.
It is a stable product. I would rate the stability a nine out of ten.
It is very scalable. I would rate the scalability a nine out of ten.
I would recommend it for enterprise-level businesses.
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.
Neutral
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.
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.
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.
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.
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.
