BMC Remedy Reviews

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.

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.

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.

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.

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

I have been working with it for eleven years.

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

Neutral

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

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

Implementation typically requires a moderate level of experience.

I find the pricing to be reasonable.

Overall, I would rate it seven out of ten.

I have experience utilizing BMC Remedy for IT service management and incident resolution. Within the platform, I've leveraged its comprehensive suite of tools including case solutions, incident management, and change management processes.

It's an exceptionally robust and seamlessly integrated solution that has greatly facilitated our operations.

It has been employed for change management and process automation. We've integrated it into our incident management system, utilizing various services and ensuring adherence to SLAs with customers monthly. It's a comprehensive solution tailored for handling these tasks efficiently.

The customization and integration capabilities not only enhance our IT service management but also extend to other departments. We can utilize them to create requests and even incorporate visuals for various departments beyond IT.

The reporting and analytics abilities within Remedy have been instrumental in facilitating data-driven decision-making. With its excellent interface for data analytics, we're able to gain valuable insights. Additionally, there are numerous features geared towards enhancing analytics with visual intelligence, contributing to a more comprehensive understanding of our data. 

The graphical interface, key management, and SLEA functionality stand out as the most valuable features of the platform.

BMC Remedy is an excellent tool. With many years of experience in service management, it's highly adaptable to customer needs and offers easy customization. The IQ process and other functionalities are standout attributes of this solution that I find most impactful for enhancing our service delivery and efficiency.

Continuous improvement is recommended.

I have been working with it for five years.

It provides excellent stability capabilities. I would rate it ten out of ten.

Scalability is exceptional, whether deployed on-premises or in the cloud, thanks to the utilization of containers. Additionally, in the cloud environment, there is even more scalability. I would rate it nine out of ten.

The initials setup is straightforward.

BMC offers highly capable professional services for seamless deployment. It's easy to adapt and understand, particularly with Remedy's interface, which meets high usability standards. There are only a few individuals required for maintenance: system administrators and system developers.

Overall, I would rate it ten out of ten.

The solution is very helpful and easy to use because it is stable and user-friendly for asset management.

The solution helped us a lot. I worked with a multinational company. This company had a lot of valuable assets and a large number of devices. The solution allowed me to easily generate reports for all of these devices in our environment. As I was the owner of the cluster in the Middle East, it was one of my duties to check the patches for these devices. Using the solution, I was able to do this with just a few clicks.

The solution is extremely user-friendly.

I would like to have the option to add the current user on the machine and have a historic record of previous users.

I would like to have more customized reporting because the management team loves customized reports with graphs. This provides them with an experience that allows them to understand what is happening in our cluster.

I have been using the solution for two years.

BMC Remedy Asset Management is very stable.

I give the stability an eight out of ten.

The solution is extremely scalable. 

I give the scalability a nine out of ten.

We have seen a return on investment with the solution.

We used BMC Remedy Asset Management in our company for ticket login, ticket tracking, and resolution. So, it was for managing customer requests, complaints, incidents, events, and a few other things in our company.

BMC Remedy Asset Management is pretty easy for quite a lot of functions. But in the area where we used it, I think it was really valuable because we were able to keep track of incidents, or events, of customer requests. We had a scorecard that we could pull from Remedy's server every week to see which team was performing well in resolving customer requests and complaints. So it was pretty much very effective for managing requests and complaints of customers.

I can't see which area in the solution has room for improvement because we had a dedicated team managing it, and we just used it. We were the sub-administrators with a team handling and managing the front end.

However, from a stability perspective, we sometimes had issues, like running out of resources, maxing out, database issues, and the server freezing out and functioning at fifty percent.

I have used BMC Remedy Asset Management from 2016 until last year. So, I have used it in the past year. I was a customer.

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

Like MySQL, we only need to buy more licenses to have it serve more people. So far, we have had the resources, and it has been good. Scalability-wise, I rate the solution a ten out of ten. We had around 10,000 users in our company using the solution.

We had no reason to contact technical support since it was easy for us to manage any issues related to the solution.

The initial setup was really easy because we were given a consultant by BMC Remedy Asset Management, who helped us manage the server and the platform easily. The solution was deployed on the cloud and on-premise.

I would tell those planning to use the solution that, like every other IT platform or system resource, one needs to have a dedicated staff and hardware resource that would be able to help the operation of the platform.

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

The main use is for asset management. It's all the network elements and all the IP devices and all the relationships between them integrated with discovery and some other integrations with other tools to feed the CMDB in Remedy.

I work with different clients, however, for the past three, or four years, I'm with a telco company. Before, I worked with a bank as well for their assets. They were actually migrating from what they called HP Asset Manager. And I had a good experience in both at that time. I was helping to migrate into BMC Remedy.

The CMDB design of building is great. The way it's got built-in classes and inheritance. You have a base element class with the main, fields, or features, and then you can enter it from one with different types and then add more features. The way it's structured makes it easy to use, maybe not for end-users, yet easy to use for us as developers when we build our CMDB.

It has two different interfaces. There is the CMDB, which is the build of the classes and the characteristics of the classes. Then, the users will deal with the front end, which is called assets. For end-users, it's still okay to use, as they will say "Okay, I need computer systems." You can look at a computer system as an asset, and you can see the relationship between the computer system and other hardware and software. It's still easy to use for end-users, however, building the CMDB classes is more advanced.

It's a scalable product.

The stability is good.

Technical support is excellent.

They have a feature called Smart IT, which is like an easy-interfaced use BMC for end users. Maybe if they could add more of the asset features into Smart IT, it would be more helpful to users, in terms of managing assets.

If a user isn't using an out-of-the-box configuration, it can get a bit complex.

I've used the solution for ten years.

I haven't had any issues with stability. It's good. There are no bugs or glitches. It's reliable. 

The solution can scale.

I have had very good experiences with technical support. They're great. I'm satisfied with the level of service I receive. 

I can't speak to the exact pricing. It's not an area I'm involved in.

We are just customers and end-users.

I'd advise new users, while implementing, to be careful when they design the assets. You need to understand the existing classes. You shouldn't get excited to create a new one; it's advisable to try to use the out-of-the-box as much as you can.

Overall, I would rate the solution eight out of ten.

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.

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

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.

Neutral

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

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.

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.

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.

BMC Remedy and ServiceNow have the same use cases. ServiceNow is a close competitor. Both provide IT service management software and offer a variety of monitoring tools such as network monitoring, infrastructure monitoring, and application monitoring, with easy integration options with BMC tools. Overall, ServiceNow is a good tool. In certain cases, it lacks some inherent functionality. The asset discovery feature in BMC is notably better compared to ServiceNow. Additionally, BMC Remedy is also a complex solution, but there seems to be a shortage of trained resources available in the market compared to ServiceNow.

BMC has on-call support and incident management features. It's a very redundant feature. From an R&D perspective, BMC lacks features that are very intuitive and easy to implement.

There are issues from a product functionality perspective. ServiceNow is better at taking quick action but there have been certain cases where we have to research their management team and related cases.

I have been using BMC Remedy for six and a half years.

The tool has performance issues. It is not better than ServiceNow. People are complaining about the integration with the tool a couple of times. They are not very capable compared to ServiceNow. Integration is required if there are any new codes. It takes a lot of time and becomes costly because if you reach out to BMC, and ask them for these plugins. They are going to cost some money.

I rate the solution’s stability a seven to eight out of ten.

The solution doesn’t have issues. It has the second-highest product share in the market.

The solution’s pricing is very competitive and better than ServiceNow. It is cheaper. They offer a special price for their channel partner and close partners.

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