BMC Remedy Reviews

We use it for monitoring tech, handling incidents, change management, and attending to P1, P2, and P3 raised by end users. We can check the report in SLA and other related tasks in BMC Remedy.

We can create our own profile in BMC Remedy, track how many tickets we've closed on a daily basis, monitor how many SLAs we've escalated, and see how many tickets we've received daily. 

We can also note the solutions provided to end users and even make articles. This feature is very beneficial for me.

There is room for improvement in terms of support.

I have been using it for a year. 

BMC Remedy is a stable tool. However, it can be a bit difficult for end users.

In the tool, we can add users. We have control using the software. We can add multiple users at one time.

In my company, around 200 people are using BMC Remedy.

When I joined the organization, I reached out to the support team. At that time, I connected with the tech person because I couldn't access the BMC remediation application. They provided me access and mapped it as per my senior or colleague's access. After that, I was able to connect with the tech person.

The customer service and support are busy with many cases, but after some follow-ups, they solved my issue. There's a small delay in giving an answer.

Neutral

We were using a tool called 'submit tool.' It's an internal tool for IT and ticketing. In that application, we could convert a request to an incident and vice versa and add notes. However, there were challenges with it, so management decided to move to BMC Remedy.

Around one or two years ago, BMC Remedy was in demand. They provided good support and had many features. That's why we continued using it. But now, we are transitioning to the ServiceNow ticketing tool.

For IT professionals, it's easy. However, for end-users, it's a bit tricky. We have to guide the end users on how to operate it. We understand how to use BMC Remedy, and while it's a browser-based application, there can sometimes be issues when trying to access it as a standalone application.

The pricing is in-between. It's not too cheap, and it's not too expensive. For a large organization, it's worth it. But for a smaller one, it might be a bit costly.

It has many good features. I'd give it a nine out of ten because it was tricky to understand its features. However, after six months of using BMC Remedy, I learned how to operate and optimize the tool. Having worked with it for a year now, it's a very good tool.

I use BMC Remedy to change instances and automate workflows. Remedy IT Service Management can be used to manage workflow. With BMC Remedy, certain non-IT departments can come on the ITSM platform, which is really good.

The most valuable features of the solution stem from the fact that its CMDB, which is based on a single source of truth, can be integrated with many other things like automation or server automation on the monitoring side. An enterprise can get a single pane of glass to have data transparency and manage the data flow from one place to another so that the top management can get a good view of everything.

The tool's GUI is an area of concern where improvements are required. The tool's GUI is user-friendly, but it needs to be made more vibrant.

I have experience with BMC Remedy.

It is a stable solution. Stability-wise, I rate the solution a nine out of ten.

Scalability-wise, I rate the solution a nine out of ten.

You can get any number of users on the solution since it is an enterprise tool. You will never find it as getting slow or it is getting stuck because of the number of users using it.

The solution's technical support is good. If you raise a ticket with the product's technical support team, they make themselves available twenty-four hours a day and seven days a week to help the tool's users.

The time for initial implementation will depend on the tools we use, the company's data, and the things you want to migrate to BMC Remedy. The process can take a few months.

The third-party consultant indulged in the process of requirement gathering and made a document, after which they started the implementation process based on the information we had provided about our infrastructure.

The product's deployment process was outsourced to a third-party consultant.

With the product, you can either go for a yearly or a perpetual licensing model.

The incident management functionality is really good, especially since areas like Remedy IT Service Management have been changed.

The solution has been adapted to our organization's changing needs over time since it keeps on coming up with new features. I guess it is prompt in the aforementioned area, and users can get support from the tool based on it.

I recommend the tool to others because it is a good tool, and it can be customized to the extent your organization wants changes in it. The ROI would be good when it comes to the tool.

The product has adapted to our organization's changing needs over time by offering new features and dealing with any compliance areas it comes across by applying a patch so that the updates can be done later.

The product is coming up with AI features, and now the chatbots are also available in the solution. Product has matured over a period of time and has adapted to the changes in the environment of the organization.

In terms of the benefits derived from the use of the solution, I would say that customer satisfaction has increased. With the use of the tool, the number of manual activities that were happening earlier has been reduced. Many of these things are now automated with the help of tools. If you want to give access to the wi-fi, you don't require manual intervention because all the workflows are automated and automatically approved.

I rate the tool a nine out of ten.

The main use is for asset management. It's all the network elements and all the IP devices and all the relationships between them integrated with discovery and some other integrations with other tools to feed the CMDB in Remedy.

I work with different clients, however, for the past three, or four years, I'm with a telco company. Before, I worked with a bank as well for their assets. They were actually migrating from what they called HP Asset Manager. And I had a good experience in both at that time. I was helping to migrate into BMC Remedy.

The CMDB design of building is great. The way it's got built-in classes and inheritance. You have a base element class with the main, fields, or features, and then you can enter it from one with different types and then add more features. The way it's structured makes it easy to use, maybe not for end-users, yet easy to use for us as developers when we build our CMDB.

It has two different interfaces. There is the CMDB, which is the build of the classes and the characteristics of the classes. Then, the users will deal with the front end, which is called assets. For end-users, it's still okay to use, as they will say "Okay, I need computer systems." You can look at a computer system as an asset, and you can see the relationship between the computer system and other hardware and software. It's still easy to use for end-users, however, building the CMDB classes is more advanced.

It's a scalable product.

The stability is good.

Technical support is excellent.

They have a feature called Smart IT, which is like an easy-interfaced use BMC for end users. Maybe if they could add more of the asset features into Smart IT, it would be more helpful to users, in terms of managing assets.

If a user isn't using an out-of-the-box configuration, it can get a bit complex.

I've used the solution for ten years.

I haven't had any issues with stability. It's good. There are no bugs or glitches. It's reliable. 

The solution can scale.

I have had very good experiences with technical support. They're great. I'm satisfied with the level of service I receive. 

I can't speak to the exact pricing. It's not an area I'm involved in.

We are just customers and end-users.

I'd advise new users, while implementing, to be careful when they design the assets. You need to understand the existing classes. You shouldn't get excited to create a new one; it's advisable to try to use the out-of-the-box as much as you can.

Overall, I would rate the solution eight out of ten.

I currently work for a telco client, and in this particular situation, the solution is mainly used to manage the telco asset, like cell towers and nodes. I'm a contractor and ITSM consultant. 

The client is mainly trying to use the asset management as a repository more than an asset management tool, and not all the features are currently being used, so it's more like CMDB. When I use it for other clients, I actually like the peer sharing module and receiving assets - those are useful features. I also like their software asset management, that's a great feature.

I think the way the Software Asset Management is designed makes it kind of complicated. It could be more user friendly for admins to manage. It would be helpful if someone who didn't have complete knowledge about the back end forms could manage this feature.

I've been using this solution for close to eight years. 

The stability is good in this solution. 

Scalability of the solution is quite good. There are 20 users for now and most of the assets are created using integration tools. The user only has access to update these assets in the system, in case of any changes and for creating CIUs. 

The customer support is great, maybe that's because I'm with a big client. They really are very good. 

The setup is straightforward, it's fine, but maintaining the compliance reports and the software library is kind of complicated. One admin would be fine for maintenance, it depends on which area of the asset management tool, but the level of knowledge and skills needs to be a little more advanced. 

I believe licensing is quite costly but I don't have the figures. 

I would suggest making an effort to utilize all the available features, because asset management is kind of tricky. It has the connections with other applications in your organization, such as finance, but once you have an ITSM Suite and Asset Management, it's all part of the ITSM Suite, so it's better to have it as a central asset management tool, because you need to connect it with other applications, like incidents and changes and knowledge. I would encourage anyone implementing ITSM Suite with Asset Management, not to use it just as CMBD. Try to explore the features and have it as a centralized asset management tool in your organization.

I would rate this solution an eight out of 10. 

BMC Remedy is used for network management. It manages the entire infrastructure, including servers, operating systems, databases, clients, and network links. It identifies what is going right and what is wrong, providing reasons and recommended actions for correction. It's also used during project implementation and tied with inventory or configuration management to register and reflect changes.

BMC Remedy has helped in discovering any incidents very effectively and efficiently. It provides reasons for problems and recommended actions that can be automated through scripts. It ensures that everything is running well and available, identifying problems quickly and providing the necessary steps to correct them.

The most valuable features of BMC Remedy are its ease of use, ease of installation, and customization capabilities. It is a streamlined product that is very nice and user-friendly. Additionally, it effectively discovers incidents and provides reasons and recommended actions.

BMC Remedy could be improved by incorporating analytics and artificial intelligence (AI) modules. Implementing analytics would help in predicting future issues based on current and past data, enabling preventive actions rather than just reactive or detection measures.

I have been working with BMC Remedy for nearly 22 years since 2022. Currently, I am still working with it.

BMC Remedy is very stable and reliable. It is a very nice package that is friendly and useful.

BMC Remedy is scalable, and I rate it ten out of ten for its scalability. It is easy to use and install, making it a very scalable product.

Some customers directly contact me for presales consultation, installation, customization, and training. However, the long-term technical support is provided by BMC. I assist on a task basis when requested by BMC but do not handle ongoing support.

Positive

I have experience with other products like ServiceNow, ServiceOne from HPE, and IBM Tivoli Tivoli Tivoli, but BMC Remedy is my preferred product due to its ease of use and customization.

The initial setup of BMC Remedy is straightforward. It is easy to install, easy to customize, and easy to use. I rate the initial setup ten out of ten.

I handle the installation and customization for small projects and also train customers. However, extensive deployments and long-term engagements involve direct support from BMC.

During my career, I have also worked with ServiceNow, ServiceOne from HPE, and IBM Tivoli Tivoli Tivoli.

I draft tender documents and supervise evaluation processes for customers. I am not biased towards any particular product. Customers should engage in a tendering process to choose the best solution based on their needs. I'd rate the solution ten out of ten.

My company uses it as the main tool for monitoring and managing changes and, in addition to that, for opening user incidents and requests.

Users contact the help desk, and a ticket is opened. The ticket is either solved by first-level support or assigned to technical support.

We have an integration between BMC Remedy ITSM and Jira. We also have another tool for asset management that's integrated to migrate assets from our asset management system to Remedy.

The intergartions works fine. We have integrations with many other tools. 

The service management features are beneficial – very good.

In terms of usability, user interface, and navigation within BMC Remedy ITSM, I would rate it a nine out of ten. Especially for urgent tasks, it's easy to use and user-friendly.

The upgrade process could be better. It would be a good improvement.

The last upgrade was easier than the previous ones, but there's still room to make it simpler and more straightforward.

The latest version already has a lot of features and functions. It would just be great to have even better ideas for future versions. We don't use all the functionality, but we have the enterprise edition, so there's a lot available.

I have been using it since 2009. That means around 15 years now.

It is a stable product. I would rate the stability a nine out of ten. 

It is very scalable. I would rate the scalability a nine out of ten. 

I would recommend it for enterprise-level businesses. 

There is room for improvement in customer service and support.

Sometimes when a ticket is opened, it takes a long time to get resolved. There's a need to follow up and escalate to get a solution.

Neutral

I used BMC Helix Discovery. Now, I primarily work with BMC Remedy for incident and change management.

I have not used any other product for incident and change management. 

The installation itself is pretty straightforward.

However, I would rate the ease of customizing BMC Remedy ITSM as seven out of ten. It's not overly complicated, but it can be somewhat difficult to customize.

The pricing is on the expensive side. I would rate the pricing a three out of ten, with one being high price and ten being low price. 

Overall, I would rate it an eight out of ten. It's a good product. 

It's a good enterprise solution. While it may not be the absolute best, it has a strong approach to IT service management.

The solution is very helpful and easy to use because it is stable and user-friendly for asset management.

The solution helped us a lot. I worked with a multinational company. This company had a lot of valuable assets and a large number of devices. The solution allowed me to easily generate reports for all of these devices in our environment. As I was the owner of the cluster in the Middle East, it was one of my duties to check the patches for these devices. Using the solution, I was able to do this with just a few clicks.

The solution is extremely user-friendly.

I would like to have the option to add the current user on the machine and have a historic record of previous users.

I would like to have more customized reporting because the management team loves customized reports with graphs. This provides them with an experience that allows them to understand what is happening in our cluster.

I have been using the solution for two years.

BMC Remedy Asset Management is very stable.

I give the stability an eight out of ten.

The solution is extremely scalable. 

I give the scalability a nine out of ten.

We have seen a return on investment with the solution.

I use the solution in my company as a ticketing tool also for asset management and discovery. My company has many customers with client management and patch management solutions.

I am not the right person to comment from a technical point of view. As a sales person, I can say that the price of the product is high. The product can only be sold to very big or enterprise-sized customers. The tool can be expensive for mid-market businesses, making it an area that can be considered for improvement by BMC Remedy.

I have been using BMC Remedy for ten years. I use the solution's latest version. I am not a technical person. I am more involved in sales.

It is a stable solution. Stability-wise, I rate the solution a ten out of ten.

It is a scalable solution. Scalability-wise, I rate the solution a seven out of ten. From a commercial point of view, it is very expensive to expand the use of the solution.

My company deals with enterprise-sized businesses using the product.

I rate the product's initial setup phase an eight to nine on a scale of one to ten, where one is difficult, and ten is easy.

The time required to deploy the product is something that depends on the needs of our company's customers.

The solution is deployed on an on-premises model.

I am unable to sell BMC Remedy as it is an expensive solution for customers in Greece. I don't know what to say because I don't have any actual customers for the product.

It is an expensive tool.

I just sell BMC Remedy. I believe that it consolidates incidents from all the systems, and you have a better insight of the root cause.

I recommend the product for enterprise-sized organizations since it is too expensive for the mid-market.

I rate the overall tool a nine out of ten.