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 flexible at the time.
Business Analyst at a financial services firm with 10,001+ employees
Real User
Top 10
2024-10-17T12:42:00Z
Oct 17, 2024
When it comes to CMDB, to be able to manage the data, you have to have Atrium integrator, another integrated tool. While CMDB is a great product within BMC, both Remedy and Helix, the data gets locked as soon as it is in CMDB.
Senior Information Technology Support Analyst at a financial services firm with 201-500 employees
Real User
Top 10
2024-08-29T14:18:00Z
Aug 29, 2024
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 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.
In BMC Remedy, integration is a problem and even APIs are not available. Mainly cloud integrations can be considered as an area with certain shortcomings in the product, where improvements are required. The solution's technical support needs to be improved since after the complaints are raised, the turnaround time has to be reduced. There is a delay in support. There is no premium service or standard service available.
ITSM Consultancy Head at a tech services company with 51-200 employees
Real User
Top 5
2024-04-17T12:55:00Z
Apr 17, 2024
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.
BMC Remedy Developer at a energy/utilities company with 10,001+ employees
Real User
Top 20
2024-04-04T15:14:22Z
Apr 4, 2024
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.
OS3 Product Development Lead at a tech services company with 11-50 employees
Real User
Top 20
2023-08-28T10:27:39Z
Aug 28, 2023
The integration could be improved. Another significant area of improvement is UI. The UI is not very intuitive, and it can be difficult to use for some people. It is quite outdated, I also have a lot of customer complaints about the user interface. I also think the pricing could be a bit lower.
There isn't much scope for improvement since it is a powerful component or solution from BMC. The product's scalability is one area with certain shortcomings that need to be considered for improvement.
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 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.
IT Project Manager at a comms service provider with 10,001+ employees
Real User
2022-10-05T20:03:00Z
Oct 5, 2022
Remedy is very complex. There is room for improvement with the monitoring server area. In future releases, I would like the product to be easier to configure and set up. I would also like to have online help.
They have a feature called Smart IT, which is like an easy-interfaced use BMC for end users. Maybe if they could add more of the asset features into Smart IT, it would be more helpful to users, in terms of managing assets. If a user isn't using an out-of-the-box configuration, it can get a bit complex.
Assistant Vice President at a computer software company with 10,001+ employees
Real User
2021-05-17T15:35:20Z
May 17, 2021
Integration and deployment could be better. It could be easier and faster to integrate and deploy. It would also help if we could have a 360-degree view. It would be better if they changed it to a SaaS type of offering, which is becoming the standard.
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.
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...
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 flexible at the time.
When it comes to CMDB, to be able to manage the data, you have to have Atrium integrator, another integrated tool. While CMDB is a great product within BMC, both Remedy and Helix, the data gets locked as soon as it is in CMDB.
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.
The pricing could be reduced.
The interface is obsolete. It is not comparable to solutions like ServiceNow. The GUI is not as user-friendly as ServiceNow’s.
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.
In BMC Remedy, integration is a problem and even APIs are not available. Mainly cloud integrations can be considered as an area with certain shortcomings in the product, where improvements are required. The solution's technical support needs to be improved since after the complaints are raised, the turnaround time has to be reduced. There is a delay in support. There is no premium service or standard service available.
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.
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.
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.
There is room for improvement regarding the customization as it tends to lag in terms of flexibility, particularly in comparison to competitors.
Continuous improvement is recommended.
There is room for improvement in integration with various platforms. Also, the support services should be improved.
The desktop technicians face some challenges with the solution.
The integration could be improved. Another significant area of improvement is UI. The UI is not very intuitive, and it can be difficult to use for some people. It is quite outdated, I also have a lot of customer complaints about the user interface. I also think the pricing could be a bit lower.
There isn't much scope for improvement since it is a powerful component or solution from BMC. The product's scalability is one area with certain shortcomings that need to be considered for improvement.
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 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.
Remedy is very complex. There is room for improvement with the monitoring server area. In future releases, I would like the product to be easier to configure and set up. I would also like to have online help.
They have a feature called Smart IT, which is like an easy-interfaced use BMC for end users. Maybe if they could add more of the asset features into Smart IT, it would be more helpful to users, in terms of managing assets. If a user isn't using an out-of-the-box configuration, it can get a bit complex.
BMC Remedy Asset Management could improve by adding intuitive dashboards.
Integration and deployment could be better. It could be easier and faster to integrate and deploy. It would also help if we could have a 360-degree view. It would be better if they changed it to a SaaS type of offering, which is becoming the standard.
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.
Improve the user experience.