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.

On-premises

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.

On-premises

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.

On-premises

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.

On-premises

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.

On-premises

My experience with BMC Remedy is limited as I am not a technical specialist. I am from the Enterprise Architecture department, where we study the system at a high level, understanding the features and their future state. Overall, it is a good system. However, I notice that there are some challenges when it comes to the ITSM solution. These challenges need to be figured out, or perhaps the team does not understand the full capability of the system.

The challenges I notice include that while it is good for hardware asset management, when it comes to software asset management, it is limited in discovering the full licenses installed on different workstations, making a relationship and a tree shape where one can observe any kind of asset assigned to an employee or device. This is the feedback I have received from employees. I am not certain if it is completely correct, or if there are challenges they are facing due to not understanding the system's full capabilities.

My opinion on additional features that should be included in the future to make it closer to perfect would be to have functionality similar to the Zoho solution. It has different modules and different products with broader capabilities. If BMC Remedy could integrate everything together in one solution, rather than integrating with third-party solutions, and make the experience smooth, it would be perfect.

BMC Remedy has been used overall for approximately four years, though I am not entirely certain of this information. I joined the Ministry a year ago, so I recall it being around three to four years.

The system excels in hardware asset management, but has limitations in software asset management, particularly in discovering full licenses installed on different workstations and creating relationship trees for assets assigned to employees or devices. This feedback comes from employees, though I cannot verify its complete accuracy.

Regarding integration with third-party solutions, I must note that I am not a technical specialist. I have some technical experience but have not worked directly with BMC Remedy. I am speaking from an architecture perspective rather than a technical one.

Currently, we plan to continue using the product as I do not see any plans for changing it.

On a scale of 1-10, I rate BMC Remedy an 8 out of 10.

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.

On-premises

I use BMC Remedy to change instances and automate workflows. Remedy IT Service Management can be used to manage workflow. With BMC Remedy, certain non-IT departments can come on the ITSM platform, which is really good.

The most valuable features of the solution stem from the fact that its CMDB, which is based on a single source of truth, can be integrated with many other things like automation or server automation on the monitoring side. An enterprise can get a single pane of glass to have data transparency and manage the data flow from one place to another so that the top management can get a good view of everything.

The tool's GUI is an area of concern where improvements are required. The tool's GUI is user-friendly, but it needs to be made more vibrant.

I have experience with BMC Remedy.

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

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

You can get any number of users on the solution since it is an enterprise tool. You will never find it as getting slow or it is getting stuck because of the number of users using it.

The solution's technical support is good. If you raise a ticket with the product's technical support team, they make themselves available twenty-four hours a day and seven days a week to help the tool's users.

The time for initial implementation will depend on the tools we use, the company's data, and the things you want to migrate to BMC Remedy. The process can take a few months.

The third-party consultant indulged in the process of requirement gathering and made a document, after which they started the implementation process based on the information we had provided about our infrastructure.

The product's deployment process was outsourced to a third-party consultant.

With the product, you can either go for a yearly or a perpetual licensing model.

The incident management functionality is really good, especially since areas like Remedy IT Service Management have been changed.

The solution has been adapted to our organization's changing needs over time since it keeps on coming up with new features. I guess it is prompt in the aforementioned area, and users can get support from the tool based on it.

I recommend the tool to others because it is a good tool, and it can be customized to the extent your organization wants changes in it. The ROI would be good when it comes to the tool.

The product has adapted to our organization's changing needs over time by offering new features and dealing with any compliance areas it comes across by applying a patch so that the updates can be done later.

The product is coming up with AI features, and now the chatbots are also available in the solution. Product has matured over a period of time and has adapted to the changes in the environment of the organization.

In terms of the benefits derived from the use of the solution, I would say that customer satisfaction has increased. With the use of the tool, the number of manual activities that were happening earlier has been reduced. Many of these things are now automated with the help of tools. If you want to give access to the wi-fi, you don't require manual intervention because all the workflows are automated and automatically approved.

I rate the tool a nine out of ten.