BMC Remedy vs Freshservice comparison

BMC and Freshworks are both solutions in the IT Asset Management category. BMC is ranked #3 with an average rating of 7.9, while Freshworks is ranked #6 with an average rating of 8.3. BMC holds a 6.3% mindshare in IAM, compared to Freshworks’s 3.3% mindshare. Additionally, 90% of BMC users are willing to recommend the solution, compared to 97% of Freshworks users who would recommend it.

BMC Remedy

Read 33 BMC Remedy reviews

2,042 Views
1,074 Comparison Views

90% willing to recommend

Freshservice

Read 35 Freshservice reviews

993 Views
751 Comparison Views

97% willing to recommend

BMC Remedy

Freshservice

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 18, 2024

BMC Remedy and Freshservice both compete in the IT asset management category, focusing on organizations of different sizes and needs. Freshservice seems to have the upper hand due to its ease of use and quicker deployment, catering effectively to small and medium-sized enterprises.

Features: BMC Remedy provides advanced configuration management database functionality, extensive reporting tools, and robust service management features. It is noted for its dashboards, flexibility for developers, and comprehensive workflow capabilities. Freshservice offers user-friendly help desk features with mobile enhancements, automated workflows, and intuitive asset management capabilities.

Room for Improvement: BMC Remedy could simplify its complex workflows and user interface, enhance cloud capabilities, and improve integration with other systems. Freshservice needs to increase its customization options, enrich its reporting functions, and extend configurations to better serve larger enterprises.

Ease of Deployment and Customer Service: BMC Remedy allows for extensive on-premises deployment options but may require significant setup time. Its customer service is dependable but slow, often relying on vendor support. Freshservice uses cloud solutions for rapid deployment and global access while offering responsive technical support, providing a seamless user experience.

Pricing and ROI: BMC Remedy is a premium, costly solution suitable for large enterprises, potentially limiting access for smaller businesses. Freshservice provides various subscription-based pricing tiers, delivering cost-effective solutions and value for money that appeal to budget-conscious organizations. Both contribute positively to operational efficiency and ROI.

To learn more, read our detailed BMC Remedy vs. Freshservice Report (Updated: January 2025).

Buyer's Guide

BMC Remedy vs. Freshservice

January 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

BMC Remedy

Ranking in IT Asset Management

3rd

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

License Management (1st)

Freshservice

Ranking in IT Asset Management

6th

Average Rating

8.0

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Help Desk Software (7th), Project Management Software (11th), Cloud Management (15th), IT Service Management (ITSM) (5th)

Mindshare comparison

As of January 2025, in the IT Asset Management category, the mindshare of BMC Remedy is 6.3%, down from 6.8% compared to the previous year. The mindshare of Freshservice is 3.3%, down from 5.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Asset Management

Featured Reviews

Ameet Darole

IT Service Delivery at Abcl

Offers automation, orchestration, service level management but lacks AI-based rules

BMC Helix is the upgraded version and incorporates many new ways of working for service operations. It's a significant improvement. Helix offers analytics, AI-based rules, a smart digital console, and workflow management. Remedy doesn't have these features. That's a significant difference. BMC Helix seems to be a strong competitor to ServiceNow, while Remedy wasn't at the same level.

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Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

Smooth incident management and easy to use while needing better escalation management

We are using Freshservice for the IT ticketing system for business users We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it…

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The most valuable feature of the solution includes all of its components since they act as the authentication system of the product."

"It had automation, orchestration, service level management, and event management. You could also integrate it for auto-remediation."

"The discovery feature of BMC Remedy has been very valuable."

"It is a stable solution."

"The service management features are beneficial – very good."

"It includes features for automation, such as smart reporting capabilities."

"The solution helps to manage the operational flow in our organization."

"BMC Remedy Asset Management is pretty easy for quite a lot of functions."

More BMC Remedy pros

"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 solution’s timely automated triggers increase our IT team’s productivity."

"The overall functionality of the product is excellent."

"It allows for customization and offers a broad feature set."

"The solution is very responsive with a 97% success rate in funneling customer tickets."

"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."

"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."

"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."

More Freshservice pros

Cons

"Areas for improvement include lack of vision, lack of industry-specific solutions, limited workflows compared to ServiceNow, and being restricted to a purely IT perspective, which limits their addressable market."

"The upgrade process could be better. It would be a good improvement."

"Continuous improvement is recommended."

"The tool can be expensive for mid-market businesses, making it an area that can be considered for improvement by BMC Remedy."

"Could be more user friendly for admins to manage."

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

"BMC Remedy Asset Management could improve by adding intuitive dashboards."

"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."

More BMC Remedy cons

"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."

"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."

"Freshservice could improve the delegation and workflow management features."

"It's hard to interact directly with the users themselves."

"I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers."

"Not integrated with Google."

"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."

"I am not too happy with the page layout or screen layout since it always looks messy."

More Freshservice cons

Pricing and Cost Advice

"The product is costly. On one to ten points, where one is cheap and ten is expensive, I rate the product's price as nine."

"BMC Remedy is worth its price."

"I find the pricing to be reasonable."

"BMC no longer sells Remedy separately. They've transitioned to selling the BMC Helix platform. Remedy itself is nearing end-of-support."

"It is an expensive tool."

"The licensing model of BMC Remedy Asset Management should improve. It is expensive and it is difficult to understand."

"The pricing is on the expensive side."

"With the product, you can either go for a yearly or a perpetual licensing model."

More BMC Remedy pricing and cost advice

"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."

"Compared to other tools, Freshservice is affordable."

"The solution may be around 20,000 euros a year."

"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Educational Organization

48%

Financial Services Firm

Computer Software Company

Government

Computer Software Company

26%

Manufacturing Company

Financial Services Firm

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What needs improvement with BMC Remedy Asset Management?

Maybe the network automation aspects need improvement. They should have adopted cloud technology earlier. Also, improvements in pricing, particularly the licensing models, which weren't dynamic and...

See all answers

What is your primary use case for BMC Remedy Asset Management?

In the case I was involved with, the customers appreciated the user-friendliness and the integration capabilities of BMC Remedy.

See all answers

What do you like most about BMC Remedy Asset Management?

The service management features are beneficial – very good.

See all answers

What do you like most about Freshservice?

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...

See all answers

What is your experience regarding pricing and costs for Freshservice?

The solution offers flat licensing and appears to be cost-effective.

See all answers

What needs improvement with Freshservice?

There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs impr...

See all answers

Comparisons

ServiceNow vs BMC Remedy

Compared 81% of the time

BMC Helix Discovery vs BMC Remedy

Compared 10% of the time

ManageEngine IT Asset Management vs BMC Remedy

Compared 5% of the time

Snow License Manager vs BMC Remedy

Compared 4% of the time

More BMC Remedy Competitors

ServiceNow vs Freshservice

Compared 27% of the time

ManageEngine ServiceDesk Plus vs Freshservice

Compared 12% of the time

Microsoft Project vs Freshservice

Compared 12% of the time

Zendesk vs Freshservice

Compared 10% of the time

monday.com vs Freshservice

Compared 9% of the time

More Freshservice Competitors

Product Reports

Buyer's Guide

BMC Remedy

December 2024

Download BMC Remedy product report

Buyer's Guide

Freshservice

January 2025

Download Freshservice product report

Also Known As

Remedy Asset Management

Flint

Learn More

BMC

Freshworks

Overview

BMC Remedy Asset Management 9 provides complete lifecycle management of your IT assets, from procurement to end-of-life, giving full visibility into ownership, deployment, state, context, and cost of ownership and operation.

Seamless integration with Remedy Service Management aligns ITAM to day-to-day business processes. Integration to the BMC Atrium CMDB enables IT assets to be managed from legacy hardware through to the public cloud and Internet of Things. BMC Remedy Asset Management combines financial, contractual, and IT data to provide complete visibility over your assets.

Asset costing: Track depreciation over time.
Compliance: Software licenses management helps you avoid audit costs.
Contract management: Proactively identify contract infringements and purchasing opportunities.
Asset tracking: Know where your assets are located, who’s using them, and how many there are.
Effective change: Make informed decisions about IT changes.

Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

Freshservice Features

Freshservice has many valuable key features. Some of the most useful ones include:

ITIL-aligned processes
Intelligent AI/ML capabilities
Advanced CSAT
Extensible platform
Self-service portal
Smart automations
Service catalog
Effective monitoring and alerting
Out-of-box analytics
Mobile app
Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

Reviews from Real Users

Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”

PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

Sample Customers

Scripps Networks

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Buyer's Guide

BMC Remedy vs. Freshservice

January 2025

Free Report: BMC Remedy vs. Freshservice

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