We performed a comparison between BMC Remedy and Freshservice based on real PeerSpot user reviews.
Find out in this report how the two IT Asset Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The incident management console is available out of the box."
"It has a good peer sharing module."
"The most valuable feature of BMC Remedy is to take administrative access of a user."
"The service management features are beneficial – very good."
"It includes features for automation, such as smart reporting capabilities."
"It's a scalable product."
"It has some good features for tracking. They also have a cloud and a mobile access feature."
"The product has excellent support for remote and hybrid environments."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"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."
"Ability to scan barcodes and a great search feature."
"The solution has been stable."
"There is room for improvement in terms of support."
"The solution must be flexible."
"There is room for improvement regarding the customization as it tends to lag in terms of flexibility, particularly in comparison to competitors."
"Continuous improvement is recommended."
"The upgrade process could be better. It would be a good improvement."
"If a user isn't using an out-of-the-box configuration, it can get a bit complex."
"The UI is quite outdated."
"The desktop technicians face some challenges with the solution."
"I am not too happy with the page layout or screen layout since it always looks messy."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"Their analytics need improvement."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
BMC Remedy is ranked 5th in IT Asset Management with 20 reviews while Freshservice is ranked 3rd in IT Asset Management with 29 reviews. BMC Remedy is rated 8.2, while Freshservice is rated 8.0. The top reviewer of BMC Remedy writes "Great CMDB design, helpful technical support, and great features". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Remedy is most compared with ServiceNow, BMC Helix Discovery, Snow License Manager, Qualys VMDR and VMware Service Manager, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus. See our BMC Remedy vs. Freshservice report.
See our list of best IT Asset Management vendors.
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.