BMC Remedy and Freshservice both compete in the IT asset management category, focusing on organizations of different sizes and needs. Freshservice seems to have the upper hand due to its ease of use and quicker deployment, catering effectively to small and medium-sized enterprises.
Features: BMC Remedy provides advanced configuration management database functionality, extensive reporting tools, and robust service management features. It is noted for its dashboards, flexibility for developers, and comprehensive workflow capabilities. Freshservice offers user-friendly help desk features with mobile enhancements, automated workflows, and intuitive asset management capabilities.
Room for Improvement: BMC Remedy could simplify its complex workflows and user interface, enhance cloud capabilities, and improve integration with other systems. Freshservice needs to increase its customization options, enrich its reporting functions, and extend configurations to better serve larger enterprises.
Ease of Deployment and Customer Service: BMC Remedy allows for extensive on-premises deployment options but may require significant setup time. Its customer service is dependable but slow, often relying on vendor support. Freshservice uses cloud solutions for rapid deployment and global access while offering responsive technical support, providing a seamless user experience.
Pricing and ROI: BMC Remedy is a premium, costly solution suitable for large enterprises, potentially limiting access for smaller businesses. Freshservice provides various subscription-based pricing tiers, delivering cost-effective solutions and value for money that appeal to budget-conscious organizations. Both contribute positively to operational efficiency and ROI.
Over the last five to ten years, there has been a good return on investment because BMC Remedy is very stable and the users are highly accustomed to it.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
BMC Remedy has been very scalable, handling 38 technical staff and 1,400 support users effectively.
Freshservice is easy to use for scalability.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
We want integration with Microsoft Teams and something similar to Artificial Intelligence.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
The price is reasonable.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
BMC Remedy is very stable and operational, with users being highly accustomed to using it.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
BMC Remedy Asset Management 9 provides complete lifecycle management of your IT assets, from procurement to end-of-life, giving full visibility into ownership, deployment, state, context, and cost of ownership and operation.
Seamless integration with Remedy Service Management aligns ITAM to day-to-day business processes. Integration to the BMC Atrium CMDB enables IT assets to be managed from legacy hardware through to the public cloud and Internet of Things. BMC Remedy Asset Management combines financial, contractual, and IT data to provide complete visibility over your assets.
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
We monitor all IT Asset Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
