BMC Remedy Reviews

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.

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.

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.

I currently work for a telco client, and in this particular situation, the solution is mainly used to manage the telco asset, like cell towers and nodes. I'm a contractor and ITSM consultant. 

The client is mainly trying to use the asset management as a repository more than an asset management tool, and not all the features are currently being used, so it's more like CMDB. When I use it for other clients, I actually like the peer sharing module and receiving assets - those are useful features. I also like their software asset management, that's a great feature.

I think the way the Software Asset Management is designed makes it kind of complicated. It could be more user friendly for admins to manage. It would be helpful if someone who didn't have complete knowledge about the back end forms could manage this feature.

I've been using this solution for close to eight years. 

The stability is good in this solution. 

Scalability of the solution is quite good. There are 20 users for now and most of the assets are created using integration tools. The user only has access to update these assets in the system, in case of any changes and for creating CIUs. 

The customer support is great, maybe that's because I'm with a big client. They really are very good. 

The setup is straightforward, it's fine, but maintaining the compliance reports and the software library is kind of complicated. One admin would be fine for maintenance, it depends on which area of the asset management tool, but the level of knowledge and skills needs to be a little more advanced. 

I believe licensing is quite costly but I don't have the figures. 

I would suggest making an effort to utilize all the available features, because asset management is kind of tricky. It has the connections with other applications in your organization, such as finance, but once you have an ITSM Suite and Asset Management, it's all part of the ITSM Suite, so it's better to have it as a central asset management tool, because you need to connect it with other applications, like incidents and changes and knowledge. I would encourage anyone implementing ITSM Suite with Asset Management, not to use it just as CMBD. Try to explore the features and have it as a centralized asset management tool in your organization.

I would rate this solution an eight out of 10. 

BMC Remedy offers a valuable feature for service desk agents or support teams, allowing them to manage incidents seamlessly. It requires endpoint monitoring and application installations. This feature enables agents to handle tickets efficiently by providing the option to connect to destination PCs remotely for issue resolution.

The Smart IT interface of BMC Remedy looks especially good, particularly for its advanced features. An advanced catalog license allows access to an extensive service catalog, albeit at a higher cost. The interface boasts attractive capabilities for the service catalog, making it a compelling option for end users.

BMC Remedy has undergone significant transformations, transitioning into a containerized application. While SMAX also adopts containerization, the deployment process for BMC Helix is notably more complex than SMAX. This complexity has led to challenges and complications during on-premises deployment. Previously, Remedy was a classic on-premises tool with a straightforward installation process, similar to other tools. However, deploying Helix on-premises has become more intricate with the shift towards containerization.

I have been using BMC Remedy as a partner since 2000.

We work with with with with Helix Discovery and Atria. There isn't a parallel approach to deployment. The old versions are based on container platforms.

BMC Remedy is designed for complex environments but comes with a high price tag, which may not be suitable for startups or small companies. For such businesses, there are more affordable options available that can still fulfill their needs. As your company scales, you can consider upgrading to more robust tools like BMC Remedy's enterprise editions or similar solutions.

BMC Remedy is competitive. It excels more in maintenance than in identity management. It is highly customizable and allows for tailoring, which is advantageous for IT consultancies like mine. This flexibility enables me to evaluate various processes and address business needs efficiently.

Remedy is an endpoint monitoring application. This application targets devices such as desktops and laptops. Users install an agent on these devices to monitor, discover, and access various features. One of these features is the ability to remove the stock.

I'm satisfied with the customization, but it's much easier in SMAX. However, I'm also satisfied with NDC.

I recommend opting for BMC Remedy as a SaaS solution in the cloud rather than deploying it on-premises. This approach eliminates many deployment challenges associated with containerization and ensures smoother customer operations.

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

BMC Remedy's change management module needs enhancement. It could be more user-friendly for business users and administrators, clarifying the rules and features for all users. Simplifying the process would make it easier for them to utilize the system.

We have been using BMC Remedy for more than six years.

I provide technical support services to all the customers, addressing their queries. Overall, BMC support is good, but it needs to be enhanced further. They do not solve some issues; they need to collect all the issues provided by the clients and customers, then work on these solutions and provide them. They should gather all the customer issues and collect the solutions, sharing them on the portal or with the customer to provide support easier and faster.

Neutral

I have worked with other solutions. In comparison, BMC has powerful features.

The initial setup process is complex. As you update the system further, the desktop becomes more complex. Additionally, there are vulnerabilities in the version, so you must make the compatibility with the tools lower vulnerabilities.

BMC should decrease the pricing further. It would help them increase the number of potential customers. Many clients prioritize finding powerful solutions at affordable prices. Considering this point of view, BMC can expand its customer base and regain its position as a leader in the market.

The product's incident management process involves utilizing the answer management module to meet the business needs and requirements of both my company and its clients.

BMC Remedy has contributed to improving change management processes, but there are a few limitations. The change management module is complicated for all users to use. This complexity has resulted in numerous complaints and feedback from users and business stakeholders. They could provide clearer guidance for easier usage.

We utilize the customization options available in the platform. These options enable us to group assignments based on specific criteria, such as configurations or company requirements. For instance, we can assign tasks to particular groups, ensuring that users only have access to relevant tasks and permissions.

The product has excellent support for remote and hybrid environments. It enables me to provide assistance and resolve issues effectively, ensuring smooth operations for users across various locations. The automation capabilities fulfill our business requirements in streamlining IT workflows.

The installation process is complex. Providing more resources for user training purposes can make the implementation easier.

I rate it a nine out of ten.

We use BMC Remedy Asset Management for various purposes. Firstly, we utilize it to create configuration items while generating tickets. These items can be different classes such as computers or CI, RxPA authentication in their backup application. Depending on the customer's requirements, we enable the migration of tickets in the service to ETA or sales. 

Additionally, we utilize the purchase control and fan console features in asset management. Moreover, I have developed and implemented several customizations, including return approvals for all these functionalities.

In terms of asset management, we also leverage concepts like CMDB (Configuration Management Database). These allow us to visualize all the relevant CA configurations within the asset management system. The reference for computers comes from the hardware category, while laptops come from the hardware disk and conference category. It depends on how these assets are classified.

Furthermore, we rely on lifecycle management capabilities for all these assets, and we share this information with our customers who utilize the assets.

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. For example, if a system like XYZ is unresponsive, the customer can raise a ticket indicating the issue. In such cases, we define a configuration item (CI) for the server name and associate it with the service in asset management. This CI is then stored within the asset management system. We have also configured three specific options for ticket creation: customer review, CRM selection, and assignment. These features enhance the ticketing process.

There are many features like these that customers can leverage. Additionally, we have the ability to disable unnecessary data rates and define a Golden Hat as a production dataset from Sandback. Customers can utilize all these investments in CH (Configuration Hardware) management.

We can also manage the lifecycle of certain CAs by setting a specific duration for their validation, such as six months or one year, depending on customer requirements. It can even be extended up to ten years. Customers can make use of these features and utilize the bulk linking functionality.

One area that requires improvement is the prevention of duplicates or data inconsistencies in the system. Sometimes, unknowingly, developers or customer service representatives may create duplicate CIs or assets, leading to inconsistent data. We need to implement measures to ensure that customers do not encounter such inconsistencies and duplicate records. This involves backend policies, procedures, and functional enhancements. It's crucial to provide customers with accurate data and eliminate duplicate CIs or assets.

Along with that, while using the tool for network management and other functionalities, there are several features and options to choose from. To enhance user experience, we can provide customization options so that customers can easily access and utilize the desired features directly from the homepage.

I have been working at BMC Asset Management for almost 14 years since I started my career.

In terms of stability, it's actually quite good. Most cloud-based systems nowadays offer good stability, and the same applies to BMC Remedy Asset Management. 

If we ensure proper maintenance of the servers and install it in a Linux environment, the stability is even better compared to running it on a Windows operating system. 

Once the system is installed and properly implemented, it remains stable. There may be occasional minor issues, but overall, the stability is commendable.

I would rate the stability an eight out of ten. 

The number of users can vary, depending on the organization. In one organization I worked with, there were over 200 users who utilized BMC Remedy Asset Management, along with a dedicated service team and CMDB. 

Another organization had more than a thousand users. These users were using different versions of the same model. 

Through my experience working with different organizations and customers, I have gained valuable insights and knowledge. The number of users depends on the organization and the system's stability. So, stability and usability are important factors to consider when optimizing the system for the users' needs.

We need to fine-tune the system and ensure its performance aligns with the number of users and their usability requirements, such as the average number of users working on the system daily, especially in a production environment. 

The initial setup is not very difficult. We can provide the solution or implement BMC Remedy Asset Management. We can also offer guidance through our documentation, making it easy for customers to use. We can provide demo sessions using Webex, and they will understand the interface and features. Thne, it becomes very easy to implement.

Overall, I would rate the solution a nine out of ten.

I would highly recommend BMC Remedy Asset Management to customers who are using it for the first time. There are many benefits to utilizing this software, especially in relation to ITFM (IT Financial Management). 

It facilitates the creation of tickets and manages configuration data from various sources, such as ADDM (Application Dependency Mapping) and Discovery Data. 

The data is then stored in the CMDB and made visible in the asset management system. I encourage customers to explore and make full use of these features, as they provide valuable insights and a user-friendly interface.