We performed a comparison between BMC Remedy and Freshservice based on real PeerSpot user reviews.
Find out in this report how the two IT Asset Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"It had automation, orchestration, service level management, and event management. You could also integrate it for auto-remediation."
"The most valuable feature of BMC Remedy is to take administrative access of a user."
"The service management features are beneficial – very good."
"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."
"The asset discovery feature in BMC is notably better compared to ServiceNow."
"It has a good peer sharing module."
"BMC Remedy Asset Management is pretty easy for quite a lot of functions."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"The overall functionality of the product is excellent."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"We found the initial setup to be very simple."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"There is room for improvement regarding the customization as it tends to lag in terms of flexibility, particularly in comparison to competitors."
"The product's scalability is one area with certain shortcomings that need to be considered for improvement."
"BMC works through intermediaries or vendors for support, so you don't always interact with BMC directly. The quality can vary depending on the specific vendor."
"There is room for improvement in integration with various platforms. The support services should be improved. The response time from the support team should be faster."
"The solution must be flexible."
"Continuous improvement is recommended."
"One area that requires improvement is the prevention of duplicates or data inconsistencies in the system."
"BMC Remedy Asset Management could improve by adding intuitive dashboards."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"The round robin ticketing feature that they have is not ideal."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"Freshservice could improve the delegation and workflow management features."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"The analytics could be better."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
BMC Remedy is ranked 5th in IT Asset Management with 23 reviews while Freshservice is ranked 3rd in IT Asset Management with 29 reviews. BMC Remedy is rated 8.0, while Freshservice is rated 8.0. The top reviewer of BMC Remedy writes "Offers automation, orchestration, service level management but lacks AI-based rules ". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Remedy is most compared with ServiceNow, BMC Helix Discovery, Snow License Manager, ManageEngine IT Asset Management and BMC Track-It!, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus. See our BMC Remedy vs. Freshservice report.
See our list of best IT Asset Management vendors.
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