BMC Remedy Reviews

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.

We use the solution for internal IT service management, incident work orders, change requests, problem management, release management, etc. We have internal applications and customer-facing applications. Those are maintained and released through the ITSM process followed on this platform.

BMC is excellent for large and complex environments but can be more challenging for small and medium-sized enterprises. It requires significant manual configuration and customization to meet specific requirements. In contrast, some other solutions on the market come ready to use with predefined templates, policies, and procedures, which can be easier to implement. With BMC, you have full control over the platform, allowing you to tailor it precisely to your needs, but this also means a time-consuming configuration process across its three layers: front end, mid layer, and back end. Our next goal is to transition from on-premises to cloud solutions. It does require transfer.

BMC can be complex because everything is linked through different workflows, forms, and fields, making it less straightforward than other platforms with more intuitive workflow designers. In ITSM, Helix from BMC is similar to other platforms but somewhat easier to use. It operates on a different scale and size, which can impact the overall experience. It does require training. There are official channels for the training, and some on YouTube and the Internet.

GUI needs to be responsive for service portals. It is difficult to reload. The platform has a significantly different administrative navigation structure. Configuration is divided into various sections, such as foundation and other areas, each with its own separate UI. This requires remembering multiple URLs, as there isn’t a consolidated interface for navigating through the GUI. It can be challenging to manage all these different URLs effectively.

Another drawback is the complexity of licensing. Managing and balancing these various licenses can be challenging.

I have been using BMC Remedy for over three years. We are using V20 of the solution.

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

The platform is scalable, but its architecture can be technically challenging. If something goes wrong, you must restart services sequentially to restore functionality. For example, if the Apache web server goes down, it can disrupt many components. While the solution can handle many users, managing these issues requires careful attention.

I rate the solution’s scalability a seven out of ten.

We don't contact directly. We go through the vendor. We have a vendor who represents the Middle East and will finish it up.

I rate the initial setup a seven out of ten, where one is difficult, and ten is easy.

The vendor did deployment.

The pricing is higher, though not as high as ServiceNow. While ServiceNow is a cloud offering and the platform was initially on-premises, it is now also available in the cloud. 

The cost of this solution is relatively high compared to some competitors. This is partly due to its unique licensing structure, which differs from other vendors' more straightforward licensing matrices. 

Significant updates have been made to the new cloud version. It now includes features like work order to incident conversions and HTML-rich text for ticket descriptions. In contrast, the previous version only supported plain text and attachments in the activity log. The new version also supports ad hoc approvals on the fly, which was impossible before, and offers a no-code GUI for workflow design. The reporting module, which was previously slow and cumbersome, has been enhanced. The design of the reports now allows for more efficient filtering and data extraction, addressing the issues of lag and inefficient report generation from the previous version.

Go for it if you have dedicated resources, or else if you want something out of work, Remedy, look for something very easy, like ManageEngine and FreshBooks.

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

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.

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.

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.

BMC Remedy and ServiceNow have the same use cases. ServiceNow is a close competitor. Both provide IT service management software and offer a variety of monitoring tools such as network monitoring, infrastructure monitoring, and application monitoring, with easy integration options with BMC tools. Overall, ServiceNow is a good tool. In certain cases, it lacks some inherent functionality. The asset discovery feature in BMC is notably better compared to ServiceNow. Additionally, BMC Remedy is also a complex solution, but there seems to be a shortage of trained resources available in the market compared to ServiceNow.

BMC has on-call support and incident management features. It's a very redundant feature. From an R&D perspective, BMC lacks features that are very intuitive and easy to implement.

There are issues from a product functionality perspective. ServiceNow is better at taking quick action but there have been certain cases where we have to research their management team and related cases.

I have been using BMC Remedy for six and a half years.

The tool has performance issues. It is not better than ServiceNow. People are complaining about the integration with the tool a couple of times. They are not very capable compared to ServiceNow. Integration is required if there are any new codes. It takes a lot of time and becomes costly because if you reach out to BMC, and ask them for these plugins. They are going to cost some money.

I rate the solution’s stability a seven to eight out of ten.

The solution doesn’t have issues. It has the second-highest product share in the market.

The solution’s pricing is very competitive and better than ServiceNow. It is cheaper. They offer a special price for their channel partner and close partners.

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

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.

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.