BMC Remedy Reviews

I have used it for checking our customer's needs, and that's going to be on most of our types of plans, from Downco, pharmacies, VIP companies, etc.

On the product, they have a number of stability, development, and networking features. You can develop plugins in different languages, and the workflows can be easily developed depending on the user's needs.

The integration could be improved. 

Another significant area of improvement is UI. The UI is not very intuitive, and it can be difficult to use for some people. It is quite outdated, I also have a lot of customer complaints about the user interface.  

I also think the pricing could be a bit lower.

We've used it for a long time. I've been using it for around 14 years. We use updated version 208.

I would rate the stability a nine out of ten. It's stable, but for a customer, you can customize the system. In addition to my desktop authorization, they are not programmed to the endpoint, which can affect the stability of the system because they can break down the database, and such.

I would rate the scalability an eight out of ten. We have around 12 to 14 customers using BMC Remedy. 

Customer service and support is about the application and the license. They open cases. Depending on the priority of the case, they can be very helpful. But if it's a lower-priority case, it takes some time. Let's say for the customer.

Neutral

We previously worked with a different product. The other solutions weren't as good. Maybe they were just prototypes, like mocktails. They weren't set up correctly, so now we've switched to BMC.

The initial setup is quite straightforward. Everything is done through the website, based on the server. 

The deployment model depends on the client. We use both on-premises and cloud solutions.

We are the system integrators. It usually takes about an hour, depending on the size of the deployment. For example, to set up one server, it takes one hour.

However, maintenance is handled by another team. There are four engineers on the team.

There are costs based on the product and the number of licenses. They also offer some subscription technologies that you can subscribe to. They have multiple products, each with different types of maintenance. They provide testing for you. Generally, a subscription is a good prospect for a device.

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

We use the solution for change management, incident management, and problem management.

The solution helps us manage, escalate, and solve incidents. It provides a single platform for all the incidents in our organization. The visibility provided by the tool is the most important feature for us. The tool shows us real-time reports and statuses of the incidents.

The inventory maintenance features must be improved. The tool is very old. The vendor must release a cloud version of the tool.

I have been using the solution for eight years.

The solution is stable.

It is very difficult to scale the solution because it is deployed on-premise. I rate the scalability an eight out of ten.

We have in-house technical support. Sometimes, we had to escalate the issue to the BMC’s support team.

Neutral

The initial setup is easy. I rate the ease of setup a ten out of ten. We could start working with the product without much help.

I did the deployment myself.

Other tools, like ServiceNow, are more powerful.

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

With automation, BMC Remedy becomes a much more useful tool for every user. It will simplify handling tasks by providing shortcuts and automating the generation of requests and tickets, including their categorization. This will save time by streamlining categorization and assignment processes.

The pricing could be reduced.

I have been using BMC Remedy for three years.

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

500+ users are using this solution daily.
I rate the solution’s scalability a ten out of ten.

I have used ManageEngine, ServiceNow, and Jira. We switched to BMC because of its multi-tenancy functionality, automation, and concurrent license.

ManageEngine provides a more cost-effective solution than others. It offers multiple functions, automation, and various programs, making it a more economical choice with extensive capabilities.

The initial setup takes a few hours and is done by a third party.

I rate the initial setup a seven out of ten, where one is difficult and ten is easy.

The solution is very expensive.

I rate the product’s pricing a nine out of ten, where one is cheap and ten is expensive.

I recommend the solution

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