BMC Remedy [EOL] Reviews

My experience with BMC Remedy is limited as I am not a technical specialist. I am from the Enterprise Architecture department, where we study the system at a high level, understanding the features and their future state. Overall, it is a good system. However, I notice that there are some challenges when it comes to the ITSM solution. These challenges need to be figured out, or perhaps the team does not understand the full capability of the system.

The challenges I notice include that while it is good for hardware asset management, when it comes to software asset management, it is limited in discovering the full licenses installed on different workstations, making a relationship and a tree shape where one can observe any kind of asset assigned to an employee or device. This is the feedback I have received from employees. I am not certain if it is completely correct, or if there are challenges they are facing due to not understanding the system's full capabilities.

My opinion on additional features that should be included in the future to make it closer to perfect would be to have functionality similar to the Zoho solution. It has different modules and different products with broader capabilities. If BMC Remedy could integrate everything together in one solution, rather than integrating with third-party solutions, and make the experience smooth, it would be perfect.

BMC Remedy has been used overall for approximately four years, though I am not entirely certain of this information. I joined the Ministry a year ago, so I recall it being around three to four years.

The system excels in hardware asset management, but has limitations in software asset management, particularly in discovering full licenses installed on different workstations and creating relationship trees for assets assigned to employees or devices. This feedback comes from employees, though I cannot verify its complete accuracy.

Regarding integration with third-party solutions, I must note that I am not a technical specialist. I have some technical experience but have not worked directly with BMC Remedy. I am speaking from an architecture perspective rather than a technical one.

Currently, we plan to continue using the product as I do not see any plans for changing it.

On a scale of 1-10, I rate BMC Remedy an 8 out of 10.

The solution helps to manage the operational flow in our organization. It helps with incident management, CMDB, and change request and service request life cycles. CMDB and incident management have had the most impact on managing our IT services.

The interface is obsolete. It is not comparable to solutions like ServiceNow. The GUI is not as user-friendly as ServiceNow’s.

I have been using the solution for two years.

I rate the product’s stability an eight out of ten.

I rate the product’s scalability a seven out of ten. Our clients are enterprise-level businesses.

The setup is easy for a technical person. I rate the ease of setup an eight out of ten. The product is deployed on the cloud. The deployment took a few weeks. Our organization is huge.

We have seen efficiency gains from the solution.

I rate the pricing a seven out of ten.

We are partners. We didn't use the tool’s automation capabilities. The tools in our organization are mostly used by manual operators. I will recommend the tool to others. It is a solid solution. Overall, I rate the product an eight 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.

On-premises

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.

On-premises

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.

On-premises

Other

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.

On-premises

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.

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.

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.

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.

On-premises