BMC Remedy Reviews

4.2 out of 5 stars
 (22)
A19b067c 0a00 4e38 9bfb ef44835b7d80 avatar?1457103569
Real User
Sr. BMC Remedy Lead Developer (PM) at a transportation company

What is most valuable?

The main valuable feature is the flexibility of the product -- the ability of being able to make it do almost anything we need it to do to adjust to our business needs and to do it very quickly. The time to deliver a finish product is fast.

How has it helped my organization?

We have been able to provide several fairly complex and deeply integrated fully customized applications within the different systems throughout the company in an extremely quick delivery time which is impossible with other products.

What needs improvement?

It has improved the life cycle of the development making it a lot shorter to go from the concept phase (requirements gathering) to the deployment portion. We also have been able to provide a lot more applications to the businesses within to... more»
Fa4bf4f0 282a 4d2c 8347 e0ff48178cc0 avatar?1456661780
Consultant
BMC Remedy/ITSM Administrator and Consultant at a tech services company with 1,001-5,000 employees

What is most valuable?

The most valuable feature is the ability to have ITIL Out Of The Box (OOTB) functionality that can be readily customised to fit the specific needs of any given business organisation. This coupled with the open API that allows for integration... more»

How has it helped my organization?

The use of templates, both Incident and Change templates, has allowed for a more consistent approach to processing these types of tickets. Developing a standardised approach to these has also improved the associated reporting for... more»

What needs improvement?

The two main areas for improvement are the User Interface and ad-hoc reporting. The User Interface still has the appearance of being clunky and not user friendly. This has changed with the release of Remedy/ITSM V9 and related products such... more»
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9410e433 dc80 461e af96 3a38da97b3e0 avatar
Real User
Applications Support (Contract) at a comms service provider with 1,001-5,000 employees

What is most valuable?

With so many cool features available in BMC's own applications like ITSM, it's easy to overlook the platform features that enable them. ARS really shines when it's workflow directly supports critical business processes. And it's this workflow... more»

How has it helped my organization?

As a platform it provides a way to rapidly develop and deploy a number of small, but important applications. One example of this is how call center quality is evaluated and measured - we use Remedy to track, grade, and ultimately development... more»

What needs improvement?

There are two areas where I think improvements could be made; web support of custom applications and upgrades. BMC provides a couple of modern web interfaces with SmartIT and MyIT, but these are limited to fronting their own (ITSM)... more»
D90cfcfb 9e84 4213 8c2f 27ac4f0e9e3b avatar?1454836491
Consultant
Remedy Consultant at a tech consulting company with 51-200 employees

What is most valuable?

It's easy to customize and provides a range of features you can customize with practically no exceptions unlike its competing products like ServiceNow, etc. which have many limitations.

How has it helped my organization?

I have implemented this product at many customer sites and have been able to do so with an extremely quick turnaround. The development and customization timelines on the calendar were insignificant compared to the time needed to collect... more»

What needs improvement?

I can’t quite think of any areas that may require improvement – web services maybe as until v8 there was one small limitation which I think has been removed with the v9. It was possible to circumvent the limitation in previous versions by... more»
23834eca 19ae 43c5 92c0 6ae866fedecc avatar?1456302999
Real User
BMC ITSM/Remedy Support Team Leader at a comms service provider with 1,001-5,000 employees

What is most valuable?

Flexibility in development and the capacity of being used by so many different kind of businesses are the most valuable features for us.

How has it helped my organization?

It enhances the implementation of process between teams in a central way, and if that is not possible it makes the integration with other applications easily.

What needs improvement?

There is a lack of features to help the support team in supporting this application. Anything that help to understand the workflow would be very appreciated. Having a "big picture" of a solution is a great way to solve any issue. Something... more»
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What is BMC Remedy?

BMC Remedy is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.
Also known as
Remedy ITSM, Remedy
BMC Remedy customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
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