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AmanSrivastava - PeerSpot reviewer
End User Support at Genpact - Headstrong
MSP
Top 5
Efficient for ticketing, easy to setup and suitable for large organisations
Pros and Cons
  • "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."
  • "There is room for improvement in terms of support."

What is our primary use case?

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.

What is most valuable?

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.

What needs improvement?

There is room for improvement in terms of support.

For how long have I used the solution?

I have been using it for a year. 

Buyer's Guide
BMC Remedy
December 2024
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What do I think about the stability of the solution?

BMC Remedy is a stable tool. However, it can be a bit difficult for end users.

What do I think about the scalability of the solution?

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.

How are customer service and support?

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.

How would you rate customer service and support?

Neutral

Which solution did I use previously and why did I switch?

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.

How was the initial setup?

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.

What's my experience with pricing, setup cost, and licensing?

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.

What other advice do I have?

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.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer:
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Paolo Comandini - PeerSpot reviewer
Dynatrace Specialist at AlmavivA
Real User
Top 20
Provides excellent features and helps manage the operational flow in the organization
Pros and Cons
  • "The solution helps to manage the operational flow in our organization."
  • "The interface is obsolete."

What is most valuable?

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.

What needs improvement?

The interface is obsolete.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

For how long have I used the solution?

I have been using the solution for two years.

What do I think about the stability of the solution?

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

What do I think about the scalability of the solution?

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

How was the initial setup?

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.

What was our ROI?

We have seen efficiency gains from the solution.

What's my experience with pricing, setup cost, and licensing?

I rate the pricing a seven out of ten.

What other advice do I have?

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.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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Buyer's Guide
BMC Remedy
December 2024
Learn what your peers think about BMC Remedy. Get advice and tips from experienced pros sharing their opinions. Updated: December 2024.
824,067 professionals have used our research since 2012.
reviewer2049825 - PeerSpot reviewer
BMC Remedy Developer at a energy/utilities company with 10,001+ employees
Real User
Top 20
Offers good user interface, easy navigation and straightforward setup
Pros and Cons
  • "The service management features are beneficial – very good."
  • "The upgrade process could be better. It would be a good improvement."

What is our primary use case?

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.

How has it helped my organization?

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. 

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

I have been using it since 2009. That means around 15 years now.

What do I think about the stability of the solution?

It is a stable product. I would rate the stability a nine out of ten. 

What do I think about the scalability of the solution?

It is very scalable. I would rate the scalability a nine out of ten. 

I would recommend it for enterprise-level businesses. 

How are customer service and support?

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.

How would you rate customer service and support?

Neutral

Which solution did I use previously and why did I switch?

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. 

How was the initial setup?

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.

What's my experience with pricing, setup cost, and licensing?

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. 

What other advice do I have?

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.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Global Alliances Manager at Tech Mahindra Limited
Real User
Top 10
IT service management software offering monitoring tools but lacks support
Pros and Cons
  • "The asset discovery feature in BMC is notably better compared to ServiceNow."
  • "There are issues from a product functionality perspective."

What is our primary use case?

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.

What needs improvement?

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.

For how long have I used the solution?

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

What do I think about the stability of the solution?

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.

What do I think about the scalability of the solution?

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

What's my experience with pricing, setup cost, and licensing?

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.

What other advice do I have?

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

Disclosure: My company has a business relationship with this vendor other than being a customer: partner
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Ismail Aboulezz - PeerSpot reviewer
Managed Director at LeaseWeb
Real User
Top 10
Efficient incident discovery with effective problem-solving and easy to use
Pros and Cons
  • "The most valuable features of BMC Remedy are its ease of use, ease of installation, and customization capabilities."
  • "BMC Remedy could be improved by incorporating analytics and artificial intelligence (AI) modules."

What is our primary use case?

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.

How has it helped my organization?

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.

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

I have been working with BMC Remedy for nearly 22 years since 2022. Currently, I am still working with it.

What do I think about the stability of the solution?

BMC Remedy is very stable and reliable. It is a very nice package that is friendly and useful.

What do I think about the scalability of the solution?

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.

How are customer service and support?

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.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

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.

How was the initial setup?

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.

What about the implementation team?

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.

Which other solutions did I evaluate?

During my career, I have also worked with ServiceNow, ServiceOne from HPE, and IBM Tivoli Tivoli Tivoli.

What other advice do I have?

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.

Which deployment model are you using for this solution?

On-premises

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: My company has a business relationship with this vendor other than being a customer: consultant
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Officer IT data processing at Stanbic Bank Ghana, Ltd.
Real User
Top 5Leaderboard
An easy-to-use tool useful for managing customer requests and complaints efficiently
Pros and Cons
  • "BMC Remedy Asset Management is pretty easy for quite a lot of functions."
  • "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."

What is our primary use case?

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.


What is most valuable?

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.

What needs improvement?

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.


For how long have I used the solution?

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.

What do I think about the stability of the solution?

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

What do I think about the scalability of the solution?

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.


How are customer service and support?

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

How was the initial setup?

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.


What other advice do I have?

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.


Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Project Engineer at NCGR
Real User
Top 5
Has features such as incident and problem management, asset management, and automation, but its customization may lack flexibility and support could be improved
Pros and Cons
  • "It includes features for automation, such as smart reporting capabilities."
  • "There is room for improvement regarding the customization as it tends to lag in terms of flexibility, particularly in comparison to competitors."

What is our primary use case?

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.

How has it helped my organization?

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.

What is most valuable?

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.

What needs improvement?

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

For how long have I used the solution?

I have been working with it for eleven years.

How are customer service and support?

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

How would you rate customer service and support?

Neutral

Which solution did I use previously and why did I switch?

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

How was the initial setup?

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

What about the implementation team?

Implementation typically requires a moderate level of experience.

What's my experience with pricing, setup cost, and licensing?

I find the pricing to be reasonable.

What other advice do I have?

Overall, I would rate it seven out of ten.

Disclosure: My company has a business relationship with this vendor other than being a customer: partner
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SofiaPatsea - PeerSpot reviewer
Business Development Manager at SYNTAX IT Inc.
Reseller
Top 5
Easy to install and suitable for enterprise-sized companies
Pros and Cons
  • "It is a stable solution. Stability-wise, I rate the solution a ten out of ten."
  • "The tool can be expensive for mid-market businesses, making it an area that can be considered for improvement by BMC Remedy."

What is our primary use case?

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.

What needs improvement?

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.

For how long have I used the solution?

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.

What do I think about the stability of the solution?

It is a stable solution. Stability-wise, I rate the solution a ten out of ten.

What do I think about the scalability of the solution?

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.

How was the initial setup?

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.

What was our ROI?

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.

What's my experience with pricing, setup cost, and licensing?

It is an expensive tool.

What other advice do I have?

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.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Reseller
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