At the end of the day, it came to a point where we were trying to extend beyond what was available and the solution was no longer adding any more value. That's why we wanted to upgrade it. The look and feel is very dated. The new employees who are joining us are coming in with a customer-like experience from the world of big tech. When they come in and then they start experiencing these products, these products are fairly dated in terms of the UI and are very clunky. Those are aspects that definitely can be improved. They may have made those improvements in newer versions. I haven't had the opportunity to use them yet. I have just done the analysis and it's been deployed in some parts of the organization, however, I believe that that was one of the big problems that we had with these system tools. The solution basically needs tighter integration with some of the other products that we use. It requires greater flexibility with generating the reports. All the reporting capabilities are limited right now.
Manager at a manufacturing company with 10,001+ employees
Real User
Mar 5, 2020
The monitoring system could be improved. It would be helpful if the solution was more open-source so that there is more community content available. It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it. The solution is quite complex, and because of this, you need assistance from BMC for implementation and often for troubleshooting as well. We don't like this kind of situation. We want to be able to know how to use the solution completely and handle everything in-house. However, you tend to have to rely on BMC. Only they know the details of the product. The solution shouldn't just cater to IT departments. We also use it with HR and it would be helpful if the solution offered a few more HR-focused features.
Business analyst / Consultant at a consultancy with 1,001-5,000 employees
Consultant
Mar 3, 2020
I don't like the product at all. It's not user-friendly. Everything is overly complicated. Even for the simplest of tasks, a user will waste time. It requires a lot of clicks and a lot of steps. Often we will have to do the same thing two or three times. It's really bad. The solution needs a mobile interface. It should be able to work faster and be more responsive. Right now it's clunky and slow. It takes ages and because of the lack of speed, it can get really annoying to use. It would be helpful if the solution offered features related to asset management on the financial side. They need some functionality that would allow the company to calculate the total cost of ownership of a state. There should be some sort of license management functionality in order to manage their land and the life cycle easily.
Jr Software Consultant at a tech services company with 201-500 employees
Consultant
Feb 16, 2020
The solution's technical support is in need of a lot of improvement. The pricing of the solution is quite high. It would be ideal if they could adjust it to make it more affordable. The fees on our management engine, in particular, are high. The solution needs to have more documentation.
Service Assurance Manager at a comms service provider with 10,001+ employees
Real User
Jan 27, 2020
The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution. The solution should introduce more AI and more automation. It would be an overall benefit to the product as a whole.
OS3 Product Development Lead at a tech services company with 11-50 employees
Real User
Jan 15, 2020
They're only just beginning to use less API now on version 19.08, and they need to include more high-end technology, different languages, the kinds of things they haven't yet included in the product that could improve it. Additional features they could include would be to improve the content with better technologies, higher-end technologies, that kind of thing. The interface could be improved, I'd want the developers to work on that as it would allow more flexibility.
Business Unit Manager at Magnoos Information Systems
Real User
Oct 27, 2019
Of course, there are features that can be added, improved and enhanced in any product. I would like to see the CMDB feature include federation in the consideration engine. That would be the number one enhancement I would like. Number two, enhance the change management module by including a calendar. They should also create and include an impact analysis engine. They don't have an impact analysis engine right now. But if you notice these features like change management are more related to big organizations. BMC wants to keep it this way. BMC has trillions of dollars they could put into research and development to add features. They envision Remedyforce for medium to small companies and it is their market. Our Ferrari product is for large, enterprise organizations. So, if they enhance the change management in Remedyforce, they will be making the products similar to other products. Eventually, the client will wonder why they are offering the same product with more than one name. It would be like basically having the same product but for cheaper pricing. It doesn't make sense. They want to offer different products and enhance some type of distinguishing advantage of each. They want products to appeal to different market segments because they want to capture all of the marketplaces. It is as simple as this.
Consultant at a tech services company with 501-1,000 employees
User
Dec 28, 2017
* There should be filtered criteria, like workflow rules, in service request conditions. * There should be some tool to move SRD and SLA from the sandbox to production.
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My team finds the search options and the user interface to be really cumbersome.
At the end of the day, it came to a point where we were trying to extend beyond what was available and the solution was no longer adding any more value. That's why we wanted to upgrade it. The look and feel is very dated. The new employees who are joining us are coming in with a customer-like experience from the world of big tech. When they come in and then they start experiencing these products, these products are fairly dated in terms of the UI and are very clunky. Those are aspects that definitely can be improved. They may have made those improvements in newer versions. I haven't had the opportunity to use them yet. I have just done the analysis and it's been deployed in some parts of the organization, however, I believe that that was one of the big problems that we had with these system tools. The solution basically needs tighter integration with some of the other products that we use. It requires greater flexibility with generating the reports. All the reporting capabilities are limited right now.
The ease of customization needs improvement. From an administrator's point of view, it is difficult to customize and could be simplified.
The customer service management (CSM) features are in need of improvement. I would like to have a cloud-based service portal.
The monitoring system could be improved. It would be helpful if the solution was more open-source so that there is more community content available. It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it. The solution is quite complex, and because of this, you need assistance from BMC for implementation and often for troubleshooting as well. We don't like this kind of situation. We want to be able to know how to use the solution completely and handle everything in-house. However, you tend to have to rely on BMC. Only they know the details of the product. The solution shouldn't just cater to IT departments. We also use it with HR and it would be helpful if the solution offered a few more HR-focused features.
I don't like the product at all. It's not user-friendly. Everything is overly complicated. Even for the simplest of tasks, a user will waste time. It requires a lot of clicks and a lot of steps. Often we will have to do the same thing two or three times. It's really bad. The solution needs a mobile interface. It should be able to work faster and be more responsive. Right now it's clunky and slow. It takes ages and because of the lack of speed, it can get really annoying to use. It would be helpful if the solution offered features related to asset management on the financial side. They need some functionality that would allow the company to calculate the total cost of ownership of a state. There should be some sort of license management functionality in order to manage their land and the life cycle easily.
The solution's technical support is in need of a lot of improvement. The pricing of the solution is quite high. It would be ideal if they could adjust it to make it more affordable. The fees on our management engine, in particular, are high. The solution needs to have more documentation.
The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution. The solution should introduce more AI and more automation. It would be an overall benefit to the product as a whole.
They're only just beginning to use less API now on version 19.08, and they need to include more high-end technology, different languages, the kinds of things they haven't yet included in the product that could improve it. Additional features they could include would be to improve the content with better technologies, higher-end technologies, that kind of thing. The interface could be improved, I'd want the developers to work on that as it would allow more flexibility.
Of course, there are features that can be added, improved and enhanced in any product. I would like to see the CMDB feature include federation in the consideration engine. That would be the number one enhancement I would like. Number two, enhance the change management module by including a calendar. They should also create and include an impact analysis engine. They don't have an impact analysis engine right now. But if you notice these features like change management are more related to big organizations. BMC wants to keep it this way. BMC has trillions of dollars they could put into research and development to add features. They envision Remedyforce for medium to small companies and it is their market. Our Ferrari product is for large, enterprise organizations. So, if they enhance the change management in Remedyforce, they will be making the products similar to other products. Eventually, the client will wonder why they are offering the same product with more than one name. It would be like basically having the same product but for cheaper pricing. It doesn't make sense. They want to offer different products and enhance some type of distinguishing advantage of each. They want products to appeal to different market segments because they want to capture all of the marketplaces. It is as simple as this.
* There should be filtered criteria, like workflow rules, in service request conditions. * There should be some tool to move SRD and SLA from the sandbox to production.