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."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."
"The asset discovery feature in BMC is notably better compared to ServiceNow."
"It's a scalable product."
"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. The solution is stable. The product is scalable. The initial setup is straightforward. I recommend BMC Remedy, especially for its automation capabilities."
"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."
"The most valuable feature of BMC Remedy is to take administrative access of a user."
"It's an exceptionally robust and seamlessly integrated solution that has greatly facilitated our operations."
"The solution offers some very good features."
"There is a nice user interface."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"Freshservice's best feature is its user-friendliness."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The upgrade process could be better. It would be a good improvement."
"The initial setup of BMC Remedy Asset Management was complex."
"There is room for improvement in terms of support."
"If a user isn't using an out-of-the-box configuration, it can get a bit complex."
"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."
"Continuous improvement is recommended."
"BMC Remedy Asset Management could improve by adding intuitive dashboards."
"The solution must be flexible."
"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."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The round robin ticketing feature that they have is not ideal."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"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."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
BMC Remedy is ranked 5th in IT Asset Management with 22 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, Qualys VMDR and ManageEngine IT Asset Management, 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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