BMC Remedy Reviews

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.

I use the solution in my company as a ticketing tool also for asset management and discovery. My company has many customers with client management and patch management solutions.

I am not the right person to comment from a technical point of view. As a sales person, I can say that the price of the product is high. The product can only be sold to very big or enterprise-sized customers. The tool can be expensive for mid-market businesses, making it an area that can be considered for improvement by BMC Remedy.

I have been using BMC Remedy for ten years. I use the solution's latest version. I am not a technical person. I am more involved in sales.

It is a stable solution. Stability-wise, I rate the solution a ten out of ten.

It is a scalable solution. Scalability-wise, I rate the solution a seven out of ten. From a commercial point of view, it is very expensive to expand the use of the solution.

My company deals with enterprise-sized businesses using the product.

I rate the product's initial setup phase an eight to nine on a scale of one to ten, where one is difficult, and ten is easy.

The time required to deploy the product is something that depends on the needs of our company's customers.

The solution is deployed on an on-premises model.

I am unable to sell BMC Remedy as it is an expensive solution for customers in Greece. I don't know what to say because I don't have any actual customers for the product.

It is an expensive tool.

I just sell BMC Remedy. I believe that it consolidates incidents from all the systems, and you have a better insight of the root cause.

I recommend the product for enterprise-sized organizations since it is too expensive for the mid-market.

I rate the overall tool a nine 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.

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.

As customers of BMC Remedy, our primary use cases include the automation of service ticket creation, the automatic application of tickets, and the automated sending of response messages to business users’ emails.

This product is good because it allows us to receive proper responses to business emails anywhere and anytime. It helps in effective communication with employees. As a service management tool, it efficiently automates this process.

There is room for improvement in integration with various platforms. Also, the support services should be improved.

I’ve been using this solution for nearly five years.

The solution is stable.

The product is scalable. We have 1000 users for the solution, and two administrators manage it.

The response time from the support team should be faster. Currently, it takes approximately 24 hours to address raised tickets.

No, I haven’t.

The initial setup is straightforward. The deployment process took less than a day. 

BMC Remedy is worth its price.

No, I haven’t.

I recommend BMC Remedy, especially for its automation capabilities. Overall, I rate the solution an eight out of ten.

In my company, we use BMC Remedy Asset Management since it is the core component of the toolset, but the first component that needs to be installed is the single sign-on, which acts as an authentication system.

The most valuable feature of the solution includes all of its components since they act as the authentication system of the product.

There isn't much scope for improvement since it is a powerful component or solution from BMC.

The product's scalability is one area with certain shortcomings that need to be considered for improvement.

I have been using BMC Remedy Asset Management for a year and two months. BMC Remedy Asset Management comes under as one of the components of BMC TrueSight's package. My company has a partnership with BMC.

Stability-wise, I rate the solution a nine out of ten.

Scalability-wise, I rate the solution a nine out of ten.

In our company, the solution is used by many owing to its single sign-on feature.

In our company, we haven't faced any issues because of which we had to contact the solution's technical support.

The initial setup of BMC Remedy Asset Management was very easy.

The solution is deployed on-premises.

In BMC Remedy Asset Management, the core components consist of a single sign-on feature, efficient servers, infrastructure management, and a visibility manager, making it a good solution.

I rate the overall solution a nine out of ten.

We use BMC Remedy Asset Management for various purposes. Firstly, we utilize it to create configuration items while generating tickets. These items can be different classes such as computers or CI, RxPA authentication in their backup application. Depending on the customer's requirements, we enable the migration of tickets in the service to ETA or sales. 

Additionally, we utilize the purchase control and fan console features in asset management. Moreover, I have developed and implemented several customizations, including return approvals for all these functionalities.

In terms of asset management, we also leverage concepts like CMDB (Configuration Management Database). These allow us to visualize all the relevant CA configurations within the asset management system. The reference for computers comes from the hardware category, while laptops come from the hardware disk and conference category. It depends on how these assets are classified.

Furthermore, we rely on lifecycle management capabilities for all these assets, and we share this information with our customers who utilize the assets.

There are a lot of features a customer can use. It’s an existing concept of asset management. One feature is the ability to create tickets for various computer systems, VPN defenses, sites, regions, or customers. For example, if a system like XYZ is unresponsive, the customer can raise a ticket indicating the issue. In such cases, we define a configuration item (CI) for the server name and associate it with the service in asset management. This CI is then stored within the asset management system. We have also configured three specific options for ticket creation: customer review, CRM selection, and assignment. These features enhance the ticketing process.

There are many features like these that customers can leverage. Additionally, we have the ability to disable unnecessary data rates and define a Golden Hat as a production dataset from Sandback. Customers can utilize all these investments in CH (Configuration Hardware) management.

We can also manage the lifecycle of certain CAs by setting a specific duration for their validation, such as six months or one year, depending on customer requirements. It can even be extended up to ten years. Customers can make use of these features and utilize the bulk linking functionality.

One area that requires improvement is the prevention of duplicates or data inconsistencies in the system. Sometimes, unknowingly, developers or customer service representatives may create duplicate CIs or assets, leading to inconsistent data. We need to implement measures to ensure that customers do not encounter such inconsistencies and duplicate records. This involves backend policies, procedures, and functional enhancements. It's crucial to provide customers with accurate data and eliminate duplicate CIs or assets.

Along with that, while using the tool for network management and other functionalities, there are several features and options to choose from. To enhance user experience, we can provide customization options so that customers can easily access and utilize the desired features directly from the homepage.

I have been working at BMC Asset Management for almost 14 years since I started my career.

In terms of stability, it's actually quite good. Most cloud-based systems nowadays offer good stability, and the same applies to BMC Remedy Asset Management. 

If we ensure proper maintenance of the servers and install it in a Linux environment, the stability is even better compared to running it on a Windows operating system. 

Once the system is installed and properly implemented, it remains stable. There may be occasional minor issues, but overall, the stability is commendable.

I would rate the stability an eight out of ten. 

The number of users can vary, depending on the organization. In one organization I worked with, there were over 200 users who utilized BMC Remedy Asset Management, along with a dedicated service team and CMDB. 

Another organization had more than a thousand users. These users were using different versions of the same model. 

Through my experience working with different organizations and customers, I have gained valuable insights and knowledge. The number of users depends on the organization and the system's stability. So, stability and usability are important factors to consider when optimizing the system for the users' needs.

We need to fine-tune the system and ensure its performance aligns with the number of users and their usability requirements, such as the average number of users working on the system daily, especially in a production environment. 

The initial setup is not very difficult. We can provide the solution or implement BMC Remedy Asset Management. We can also offer guidance through our documentation, making it easy for customers to use. We can provide demo sessions using Webex, and they will understand the interface and features. Thne, it becomes very easy to implement.

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

I would highly recommend BMC Remedy Asset Management to customers who are using it for the first time. There are many benefits to utilizing this software, especially in relation to ITFM (IT Financial Management). 

It facilitates the creation of tickets and manages configuration data from various sources, such as ADDM (Application Dependency Mapping) and Discovery Data. 

The data is then stored in the CMDB and made visible in the asset management system. I encourage customers to explore and make full use of these features, as they provide valuable insights and a user-friendly interface.