We performed a comparison between BMC Remedy and Freshservice based on real PeerSpot user reviews.
Find out in this report how the two IT Asset Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It's a scalable product."
"The most valuable feature of the solution includes all of its components since they act as the authentication system of the product."
"It's an exceptionally robust and seamlessly integrated solution that has greatly facilitated our operations."
"The most valuable BMC Remedy Asset Management are the dashboards and reports for the CIO."
"The incident management console is available out of the box."
"The product has excellent support for remote and hybrid environments."
"You can develop plugins in different languages, and the workflows can be easily developed depending on the user's needs."
"The solution is extremely user-friendly."
"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."
"Depending on the size of your organization, is pretty standard and useful."
"You can just register and within five to minute minutes, you are ready to go."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"There is a nice user interface."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"It allowed the development team to concentrate on the client’s requirements instead."
"One area that requires improvement is the prevention of duplicates or data inconsistencies in the system."
"The tool is very old."
"There is room for improvement in terms of support."
"Could be more user friendly for admins to manage."
"If a user isn't using an out-of-the-box configuration, it can get a bit complex."
"The desktop technicians face some challenges with the solution."
"The solution must be flexible."
"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."
"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."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"Freshservice could improve the integration with Microsoft Outlook."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"We'd like better integration with other products."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
BMC Remedy is ranked 5th in IT Asset Management with 23 reviews while Freshservice is ranked 3rd in IT Asset Management with 29 reviews. BMC Remedy is rated 8.0, while Freshservice is rated 8.0. The top reviewer of BMC Remedy writes "Offers automation, orchestration, service level management but lacks AI-based rules ". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Remedy is most compared with ServiceNow, BMC Helix Discovery, Snow License Manager, ManageEngine IT Asset Management and BMC Track-It!, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus. See our BMC Remedy vs. Freshservice report.
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