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 an exceptionally robust and seamlessly integrated solution that has greatly facilitated our operations."
"It has some good features for tracking. They also have a cloud and a mobile access feature."
"The service management features are beneficial – very good."
"It includes features for automation, such as smart reporting capabilities."
"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 incident management console is available out of the box."
"The asset discovery feature in BMC is notably better compared to ServiceNow."
"The solution has been stable."
"The solution’s timely automated triggers increase our IT team’s productivity."
"Depending on the size of your organization, is pretty standard and useful."
"Ability to scan barcodes and a great search feature."
"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."
"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 admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"It allowed the development team to concentrate on the client’s requirements instead."
"The desktop technicians face some challenges with the solution."
"The UI is quite outdated."
"There is room for improvement in terms of support."
"Could be more user friendly for admins to manage."
"I would like to have more customized reporting because the management team loves customized reports with graphs."
"There is room for improvement in integration with various platforms. The support services should be improved. The response time from the support team should be faster."
"The upgrade process could be better. It would be a good improvement."
"The initial setup of BMC Remedy Asset Management was complex."
"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 chat portal is not that great."
"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."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"The round robin ticketing feature that they have is not ideal."
"Freshservice's technical support has issues with delays and translations."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
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.
See our list of best IT Asset Management vendors.
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