What is our primary use case?
The primary use case was basic ITIL/ITSM.
How has it helped my organization?
It replaced an older system, called ManageNow. It had no major impact on the way we operated. We more or less continued, we had a well-performing organization, so it really didn't change much. Everything we had in ManageNow, we had in BMC Remedy, including basic incident management, event management, based on monitors spread around our environment.
What is most valuable?
It was a full-featured product. Based on my experience where I was responsible for Remedy, and for a later project where I worked on a very sophisticated implementation of BMC Remedy, it is full-featured and could do almost anything that you can think of in the ITIL portfolio.
What needs improvement?
BMC Remedy has more features now than I know about and have used, so it would be presumptuous for me to try to suggest improvements for a future release.
What I do find is that, compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy.
However, if I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture. I wish them well but I don't see how they're going to keep going, long-term, without a total rewrite and coming out with a new system.
For how long have I used the solution?
Three to five years.
What do I think about the stability of the solution?
BMC Remedy is good. It's solid. I don't remember ever having any stability problems with it.
What do I think about the scalability of the solution?
I didn't see any limits. I worked with one client who had, to me, what seemed like a lot of servers. They had some 25,000 servers. They had a lot of BMC workflows. They had a lot of users on the system. I never really got a full feel for how many, based on what I was doing, but I saw no scalability issues. ServiceNow and BMC Remedy scale about equally.
How are customer service and technical support?
There were times when we needed to talk with BMC service support, and we got good response. It was something that we paid for, but we got good response.
Which solution did I use previously and why did I switch?
The old system was at the end of its lifecycle, it was being phased out. The name of it was ManageNow, and I don't know that it exists anymore. It was very old and BMC Remedy was a step up, in the right direction, to a modern system.
When selecting a vendor it depends on the client. In my case, I was selecting for a client and BMC Remedy was the best available at the time. We did an evaluation of all the vendors, and BMC Remedy was the best. That was eight years ago.
How was the initial setup?
Initial setup was like any other similar implementation. There are certain things that you have to do, tables that you have to build, configurations that you have to work with. There are a few modifications that you have to make so that it fits into your environment. We tried to stay as close as we could to the out-of-the-box solution. So it was fairly straightforward.
There are portions of BMC Remedy that are proprietary. One of those was attachments. If I attached an image, if I attached a project plan, if I attached a screen print, getting those out was very difficult when we moved servers to ServiceNow. So if you're not planning on moving, it's not an issue. It's when you move it the issue.
What other advice do I have?
ServiceNow is expanding. If I were just choosing an ITSM system right now, it would be hard to choose, if you ignored the underlying platform. BMC Remedy is very old. It has a very old infrastructure. So if I ignored that, and the "openness" issue, it would be very hard to choose between BMC and Service Now.
I would rate at nine out of 10. It did what we wanted it to do. We had some issues, but we caused those issues by the way we implemented it. I found that BMC training and BMC availability for learning how the system worked and for answering questions - if it wasn't in their manual, it was very difficult to get that information. You had to pay, it wasn't open. It was a "closed" environment. If it had been much more open, so I could get into understanding everything, that would have been better.
In terms of advice, if you're working for a large company on an ITSM solution, where you're talking about incidents, problems, change, knowledge, there are three, maybe four vendors. I would say look at those very hard, learn what you can, and make the best decision for your organization. It's a limited market.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
I agree with majority of the points mentioned by Joe.
But I do have some difference of opinion.
Deployment Issues:
Just to be clear, there can be different types of deployments. One is the first big bang deployment - when you roll out the whole application as it is provided by BMC (we generally refer to this as OOTB = Out Of The Box deployment). This generally is smooth.
However, once installed, almost always every organization needs to configure and customize it to a varying extent. It is during the customization, people run into issues related to deployment.
One major problem is that BMC Remedy ARS development platform has very limited version management capability (you can check related articles in BMC communities).
By itself this is not a big problem.
But it becomes a big problem when you have very aggressive - so called AGILE (it is not real agile but just the related people think they are doing "agile") - methodology of development of new features. In such case you are always in this situation:
Release 0 is already deployed in Production.
Release 1 is in testing phase.
Release 2 is in development phase.
Release 3 is in design phase.
Each release overlaps with the other.
In this situation, all the environments on which BMC Remedy applications are deployed can not remain in sync. When you hit issue in one of the above releases, it becomes very hard to follow software configuration management and migrate Remedy workflows (i.e. objects such as Active Links, Filters, Forms and so on) between environments without causing side issues.
In conventional programming language like Java or C++, you can work on multiple code lines simultaneously and yet be able to build packages suitable to each release due to code branching/merging type facilities in standard tools like VSS, SVN, PVCS etc.
This can't be done using ARS platform (or it can be done but that is surely much convoluted way - I have taken 1-2 such implementations through but it was quite a pain to make it successful)
If one can maintain a somewhat less aggressive release cycle where all items of a given release are totally closed before touching scope of next release, Remedy can pretty much work in very stable and flawless manner - it is necessary in Remedy projects to not have your environments widely out of sync with each other (e.g. Development, Testing, Pre-production and Production).