BMC Remedy Reviews

As customers of BMC Remedy, our primary use cases include the automation of service ticket creation, the automatic application of tickets, and the automated sending of response messages to business users’ emails.

This product is good because it allows us to receive proper responses to business emails anywhere and anytime. It helps in effective communication with employees. As a service management tool, it efficiently automates this process.

There is room for improvement in integration with various platforms. Also, the support services should be improved.

I’ve been using this solution for nearly five years.

The solution is stable.

The product is scalable. We have 1000 users for the solution, and two administrators manage it.

The response time from the support team should be faster. Currently, it takes approximately 24 hours to address raised tickets.

No, I haven’t.

The initial setup is straightforward. The deployment process took less than a day. 

BMC Remedy is worth its price.

No, I haven’t.

I recommend BMC Remedy, especially for its automation capabilities. Overall, I rate the solution an eight out of ten.

We use BMC Remedy Asset Management for various purposes. Firstly, we utilize it to create configuration items while generating tickets. These items can be different classes such as computers or CI, RxPA authentication in their backup application. Depending on the customer's requirements, we enable the migration of tickets in the service to ETA or sales. 

Additionally, we utilize the purchase control and fan console features in asset management. Moreover, I have developed and implemented several customizations, including return approvals for all these functionalities.

In terms of asset management, we also leverage concepts like CMDB (Configuration Management Database). These allow us to visualize all the relevant CA configurations within the asset management system. The reference for computers comes from the hardware category, while laptops come from the hardware disk and conference category. It depends on how these assets are classified.

Furthermore, we rely on lifecycle management capabilities for all these assets, and we share this information with our customers who utilize the assets.

There are a lot of features a customer can use. It’s an existing concept of asset management. One feature is the ability to create tickets for various computer systems, VPN defenses, sites, regions, or customers. For example, if a system like XYZ is unresponsive, the customer can raise a ticket indicating the issue. In such cases, we define a configuration item (CI) for the server name and associate it with the service in asset management. This CI is then stored within the asset management system. We have also configured three specific options for ticket creation: customer review, CRM selection, and assignment. These features enhance the ticketing process.

There are many features like these that customers can leverage. Additionally, we have the ability to disable unnecessary data rates and define a Golden Hat as a production dataset from Sandback. Customers can utilize all these investments in CH (Configuration Hardware) management.

We can also manage the lifecycle of certain CAs by setting a specific duration for their validation, such as six months or one year, depending on customer requirements. It can even be extended up to ten years. Customers can make use of these features and utilize the bulk linking functionality.

One area that requires improvement is the prevention of duplicates or data inconsistencies in the system. Sometimes, unknowingly, developers or customer service representatives may create duplicate CIs or assets, leading to inconsistent data. We need to implement measures to ensure that customers do not encounter such inconsistencies and duplicate records. This involves backend policies, procedures, and functional enhancements. It's crucial to provide customers with accurate data and eliminate duplicate CIs or assets.

Along with that, while using the tool for network management and other functionalities, there are several features and options to choose from. To enhance user experience, we can provide customization options so that customers can easily access and utilize the desired features directly from the homepage.

I have been working at BMC Asset Management for almost 14 years since I started my career.

In terms of stability, it's actually quite good. Most cloud-based systems nowadays offer good stability, and the same applies to BMC Remedy Asset Management. 

If we ensure proper maintenance of the servers and install it in a Linux environment, the stability is even better compared to running it on a Windows operating system. 

Once the system is installed and properly implemented, it remains stable. There may be occasional minor issues, but overall, the stability is commendable.

I would rate the stability an eight out of ten. 

The number of users can vary, depending on the organization. In one organization I worked with, there were over 200 users who utilized BMC Remedy Asset Management, along with a dedicated service team and CMDB. 

Another organization had more than a thousand users. These users were using different versions of the same model. 

Through my experience working with different organizations and customers, I have gained valuable insights and knowledge. The number of users depends on the organization and the system's stability. So, stability and usability are important factors to consider when optimizing the system for the users' needs.

We need to fine-tune the system and ensure its performance aligns with the number of users and their usability requirements, such as the average number of users working on the system daily, especially in a production environment. 

The initial setup is not very difficult. We can provide the solution or implement BMC Remedy Asset Management. We can also offer guidance through our documentation, making it easy for customers to use. We can provide demo sessions using Webex, and they will understand the interface and features. Thne, it becomes very easy to implement.

Overall, I would rate the solution a nine out of ten.

I would highly recommend BMC Remedy Asset Management to customers who are using it for the first time. There are many benefits to utilizing this software, especially in relation to ITFM (IT Financial Management). 

It facilitates the creation of tickets and manages configuration data from various sources, such as ADDM (Application Dependency Mapping) and Discovery Data. 

The data is then stored in the CMDB and made visible in the asset management system. I encourage customers to explore and make full use of these features, as they provide valuable insights and a user-friendly interface.

In my company, we use BMC Remedy Asset Management since it is the core component of the toolset, but the first component that needs to be installed is the single sign-on, which acts as an authentication system.

The most valuable feature of the solution includes all of its components since they act as the authentication system of the product.

There isn't much scope for improvement since it is a powerful component or solution from BMC.

The product's scalability is one area with certain shortcomings that need to be considered for improvement.

I have been using BMC Remedy Asset Management for a year and two months. BMC Remedy Asset Management comes under as one of the components of BMC TrueSight's package. My company has a partnership with BMC.

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

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

In our company, the solution is used by many owing to its single sign-on feature.

In our company, we haven't faced any issues because of which we had to contact the solution's technical support.

The initial setup of BMC Remedy Asset Management was very easy.

The solution is deployed on-premises.

In BMC Remedy Asset Management, the core components consist of a single sign-on feature, efficient servers, infrastructure management, and a visibility manager, making it a good solution.

I rate the overall solution a nine out of ten.

BMC Remedy assists in incident and problem management processes by providing tools for handling incidents promptly while also offering access to knowledge and resources for addressing underlying problems.

BMC Remedy is capable of helping in the operations of the service desk. It includes features for automation, such as smart reporting capabilities.

BMC Remedy offers features for asset management similar to ServiceNow's Asset Discovery Management module, including capabilities related to code and discovery.

Regarding IT alignment in BMC Remedy, we're currently utilizing it. However, ensuring compatibility with certain aspects, particularly desktop support, may not be feasible.

The capabilities of BMC Remedy include scheduling reports, retrieving reports, customization options, module generation for different departments, and integration features, all of which contribute to its smart reporting functionality.

There is room for improvement regarding the customization as it tends to lag in terms of flexibility, particularly in comparison to competitors.

I have been working with it for eleven years.

There is room for improvement in the support provided. I would rate it six out of ten.

Neutral

Comparing ServiceNow and Remedy, based on business requirements, I find ServiceNow to offer greater flexibility and visibility.

The initial setup is typically straightforward, although migration processes may present complexities.

Implementation typically requires a moderate level of experience.

I find the pricing to be reasonable.

Overall, I would rate it seven out of ten.

I have experience utilizing BMC Remedy for IT service management and incident resolution. Within the platform, I've leveraged its comprehensive suite of tools including case solutions, incident management, and change management processes.

It's an exceptionally robust and seamlessly integrated solution that has greatly facilitated our operations.

It has been employed for change management and process automation. We've integrated it into our incident management system, utilizing various services and ensuring adherence to SLAs with customers monthly. It's a comprehensive solution tailored for handling these tasks efficiently.

The customization and integration capabilities not only enhance our IT service management but also extend to other departments. We can utilize them to create requests and even incorporate visuals for various departments beyond IT.

The reporting and analytics abilities within Remedy have been instrumental in facilitating data-driven decision-making. With its excellent interface for data analytics, we're able to gain valuable insights. Additionally, there are numerous features geared towards enhancing analytics with visual intelligence, contributing to a more comprehensive understanding of our data. 

The graphical interface, key management, and SLEA functionality stand out as the most valuable features of the platform.

BMC Remedy is an excellent tool. With many years of experience in service management, it's highly adaptable to customer needs and offers easy customization. The IQ process and other functionalities are standout attributes of this solution that I find most impactful for enhancing our service delivery and efficiency.

Continuous improvement is recommended.

I have been working with it for five years.

It provides excellent stability capabilities. I would rate it ten out of ten.

Scalability is exceptional, whether deployed on-premises or in the cloud, thanks to the utilization of containers. Additionally, in the cloud environment, there is even more scalability. I would rate it nine out of ten.

The initials setup is straightforward.

BMC offers highly capable professional services for seamless deployment. It's easy to adapt and understand, particularly with Remedy's interface, which meets high usability standards. There are only a few individuals required for maintenance: system administrators and system developers.

Overall, I would rate it ten out of ten.

We used BMC Remedy Asset Management in our company for ticket login, ticket tracking, and resolution. So, it was for managing customer requests, complaints, incidents, events, and a few other things in our company.

BMC Remedy Asset Management is pretty easy for quite a lot of functions. But in the area where we used it, I think it was really valuable because we were able to keep track of incidents, or events, of customer requests. We had a scorecard that we could pull from Remedy's server every week to see which team was performing well in resolving customer requests and complaints. So it was pretty much very effective for managing requests and complaints of customers.

I can't see which area in the solution has room for improvement because we had a dedicated team managing it, and we just used it. We were the sub-administrators with a team handling and managing the front end.

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.

I have used BMC Remedy Asset Management from 2016 until last year. So, I have used it in the past year. I was a customer.

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

Like MySQL, we only need to buy more licenses to have it serve more people. So far, we have had the resources, and it has been good. Scalability-wise, I rate the solution a ten out of ten. We had around 10,000 users in our company using the solution.

We had no reason to contact technical support since it was easy for us to manage any issues related to the solution.

The initial setup was really easy because we were given a consultant by BMC Remedy Asset Management, who helped us manage the server and the platform easily. The solution was deployed on the cloud and on-premise.

I would tell those planning to use the solution that, like every other IT platform or system resource, one needs to have a dedicated staff and hardware resource that would be able to help the operation of the platform.

Overall, I rate the solution a ten out of ten.

We're engineering partners for development. We help customers build tools, and we support the BMC program with their development. We also use some customization in Salesforce. I'm not deeply engaged on the functional level of the product.

It has some good features for tracking. They also have a cloud and a mobile access feature. 

Integration and deployment could be better. It could be easier and faster to integrate and deploy. It would also help if we could have a 360-degree view. It would be better if they changed it to a SaaS type of offering, which is becoming the standard.

I've been working with BMC Remedy Asset Management for about ten years.

BMC Remedy Asset Management has been there for a while, and it's well-adapted. It's definitely stable and reliable.

BMC Remedy Asset Management is a scalable solution.

Technical support is good. They provide both online and offline support. I keep hearing about their good service and support.

The initial setup has become easier. We can set up and deploy within two weeks, but it would be better if we could do it within a day or even within two minutes.

I would tell potential users that this is a good and reliable solution. It's a solution that has stood the test of time. Not something new that hasn't been used extensively. Many Fortune 500 companies use it, and it's definitely a good solution.

On a scale from one to ten, I would give BMC Remedy Asset Management a seven.

We use BMC Remedy for taking the remote access of third-party users facing some technical challenges.

The most valuable feature of BMC Remedy is to take administrative access of a user. We need to enter the local admin and domain admin passwords in the console, and we can do administrative work on a remote access machine. BMC Remedy is very easy to use.

The desktop technicians face some challenges with the solution.

I have been using BMC Remedy for one year.

BMC Remedy is a stable solution.

I would recommend BMC Remedy to other users.

Overall, I rate BMC Remedy a nine out of ten.