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 most valuable feature of BMC Remedy is to take administrative access of a user."
"It's an exceptionally robust and seamlessly integrated solution that has greatly facilitated our operations."
"The solution is extremely user-friendly."
"The product has excellent support for remote and hybrid environments."
"The incident management console is available out of the box."
"It includes features for automation, such as smart reporting capabilities."
"BMC Remedy Asset Management is pretty easy for quite a lot of functions."
"The asset discovery feature in BMC is notably better compared to ServiceNow."
"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."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"The solution’s timely automated triggers increase our IT team’s productivity."
"BMC Remedy's change management module needs enhancement."
"There is room for improvement regarding the customization as it tends to lag in terms of flexibility, particularly in comparison to competitors."
"The product's scalability is one area with certain shortcomings that need to be considered for improvement."
"The solution must be flexible."
"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."
"One area that requires improvement is the prevention of duplicates or data inconsistencies in the system."
"Continuous improvement is recommended."
"The initial setup of BMC Remedy Asset Management was complex."
"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."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"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."
"The analytics could be better."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"A chat bot needs to be added to the portal."
BMC Remedy is ranked 5th in IT Asset Management with 19 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 Device42, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus. See our BMC Remedy vs. Freshservice report.
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