The primary use case was basic ITIL/ITSM.
The primary use case was basic ITIL/ITSM.
It replaced an older system, called ManageNow. It had no major impact on the way we operated. We more or less continued, we had a well-performing organization, so it really didn't change much. Everything we had in ManageNow, we had in BMC Remedy, including basic incident management, event management, based on monitors spread around our environment.
It was a full-featured product. Based on my experience where I was responsible for Remedy, and for a later project where I worked on a very sophisticated implementation of BMC Remedy, it is full-featured and could do almost anything that you can think of in the ITIL portfolio.
BMC Remedy has more features now than I know about and have used, so it would be presumptuous for me to try to suggest improvements for a future release.
What I do find is that, compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy.
However, if I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture. I wish them well but I don't see how they're going to keep going, long-term, without a total rewrite and coming out with a new system.
BMC Remedy is good. It's solid. I don't remember ever having any stability problems with it.
I didn't see any limits. I worked with one client who had, to me, what seemed like a lot of servers. They had some 25,000 servers. They had a lot of BMC workflows. They had a lot of users on the system. I never really got a full feel for how many, based on what I was doing, but I saw no scalability issues. ServiceNow and BMC Remedy scale about equally.
There were times when we needed to talk with BMC service support, and we got good response. It was something that we paid for, but we got good response.
The old system was at the end of its lifecycle, it was being phased out. The name of it was ManageNow, and I don't know that it exists anymore. It was very old and BMC Remedy was a step up, in the right direction, to a modern system.
When selecting a vendor it depends on the client. In my case, I was selecting for a client and BMC Remedy was the best available at the time. We did an evaluation of all the vendors, and BMC Remedy was the best. That was eight years ago.
Initial setup was like any other similar implementation. There are certain things that you have to do, tables that you have to build, configurations that you have to work with. There are a few modifications that you have to make so that it fits into your environment. We tried to stay as close as we could to the out-of-the-box solution. So it was fairly straightforward.
There are portions of BMC Remedy that are proprietary. One of those was attachments. If I attached an image, if I attached a project plan, if I attached a screen print, getting those out was very difficult when we moved servers to ServiceNow. So if you're not planning on moving, it's not an issue. It's when you move it the issue.
ServiceNow is expanding. If I were just choosing an ITSM system right now, it would be hard to choose, if you ignored the underlying platform. BMC Remedy is very old. It has a very old infrastructure. So if I ignored that, and the "openness" issue, it would be very hard to choose between BMC and Service Now.
I would rate at nine out of 10. It did what we wanted it to do. We had some issues, but we caused those issues by the way we implemented it. I found that BMC training and BMC availability for learning how the system worked and for answering questions - if it wasn't in their manual, it was very difficult to get that information. You had to pay, it wasn't open. It was a "closed" environment. If it had been much more open, so I could get into understanding everything, that would have been better.
In terms of advice, if you're working for a large company on an ITSM solution, where you're talking about incidents, problems, change, knowledge, there are three, maybe four vendors. I would say look at those very hard, learn what you can, and make the best decision for your organization. It's a limited market.