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BMC Remedy and Freshservice compete in the asset management and service delivery categories. Freshservice seems to have the upper hand due to its ease of use, particularly in cloud environments, which makes it a strong choice for SMEs.
Features: BMC Remedy offers comprehensive dashboards and CMDB functionality, making it highly suitable for large enterprises requiring detailed asset management. Its enhanced customization and integration options, although complex, provide robust capabilities. In contrast, Freshservice is user-friendly with superior integration capabilities, especially in cloud environments, notably benefiting ITSM and project management. Its intuitive, mobile-friendly app and flexible deployment options make it ideal for small and mid-sized organizations.
Room for Improvement: BMC Remedy needs enhancements in user experience, particularly around pricing transparency and simplifying configuration processes. Its interface and integration with third-party tools require updates for improved usability. Freshservice can enhance its customization, especially in workflow automation and project management. Its analytics and integration with applications like Microsoft Outlook could be refined to cater better to large organizations with complex workflows.
Ease of Deployment and Customer Service: BMC Remedy's on-premises deployment suits organizations with in-house IT infrastructure but can delay deployment due to its complexity. Freshservice's cloud-based deployment enables quicker implementation and scalability. Both provide commendable technical support, though BMC Remedy�s reliance on intermediaries may slow response times. Freshservice is praised for efficient cloud-focused support.
Pricing and ROI: BMC Remedy's pricing is intricate and higher, fitting large enterprises due to its extensive features. Freshservice offers a transparent, tier-based pricing model suitable for SMEs, being more cost-effective. It provides licensing flexibility, enhancing appeal for straightforward budgeting. Both show potential for ROI, but Freshservice's pricing clarity and flexibility offer significant advantages for cost-conscious businesses.
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.
Faster resolution means the average ticket resolution time decreased by roughly twenty-five to thirty percent since alerts are automatically converted into tickets and routed to the right team.
Automation has contributed significantly, resulting in reduced resource counts, which equates to savings in money and time.
Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.
However, they have improved over the period of two years.
Their documentation is also good, making setup easy without needing frequent support requests.
BMC Remedy has been very scalable, handling 38 technical staff and 1,400 support users effectively.
As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues.
It offers global performance with multi-region data centers to ensure faster responses while adhering to strong security and compliance standards such as GDPR and SOC 2.
Freshservice is easy to use for scalability.
The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.
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.
Reporting is useful, but the customization is still restricted, and it would be great to build more detailed reports that combine multiple data sources, especially for cloud-related operations.
The price is reasonable.
Switching from previous ITSM tools has led to a 50% reduction in licensing costs.
The solution offers flat licensing and appears to be cost-effective.
The price was very comfortable for our organization to proceed with the migration from Freshdesk to Freshservice.
BMC Remedy is very stable and operational, with users being highly accustomed to using it.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
Overall, Freshservice provides cutting-edge AI automation for agents and end-users, effortless no-code workflows and ITIL-aligned operations, robust asset, incident, change, problem, and major incident management backed by the live CMDB, unified service desk with self-service and multi-channel support, and strong analytics reporting features, making it a powerful tool for any IT function.
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| Company Size | Count |
|---|---|
| Small Business | 13 |
| Midsize Enterprise | 6 |
| Large Enterprise | 19 |
| Company Size | Count |
|---|---|
| Small Business | 23 |
| Midsize Enterprise | 5 |
| Large Enterprise | 13 |
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BMC Remedy [EOL] specializes in asset management with a focus on service ticket automation and integration with monitoring tools, supporting ITIL processes. Its customizable and scalable nature addresses the needs of complex environments.
BMC Remedy [EOL] provides essential asset management, service ticket automation, and incident and change management. With robust automation capabilities and CMDB integration, it ensures efficient IT process handling. Despite its adaptability and user-friendly design, challenges include a dated GUI, complex integration, and high pricing for mid-sized businesses. Improvements in customization, AI integration, and data management are important areas for growth. Transitioning to an accessible SaaS model and updated support would benefit users.
What are the key features of BMC Remedy [EOL]?BMC Remedy [EOL] is implemented across industries handling telecom infrastructure, IT equipment, and network components, ensuring effective customer request management and internal IT process efficiency. Its strong service ticket automation and integration capabilities facilitate seamless IT infrastructure management.
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.
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