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

Sample customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

BMC Remedy Reviews

4.1 out of 5 stars

(24)

Jeevan Chaukar

Principal Consultant at a software R&D company with 501-1,000 employees

It is highly scalable but it is a complex enterprise application and needs proper administration on an ongoing basis.

Valuable Features: It has complete coverage of ITIL processes and a rich functionality. Plus, it provides a strong customisation platform in AR System which is quite flexible. • Improvements to My Organization: BMC Remedy ITSM has been used both by the customers that I served as well... more »

Joe Caropepe

Applications Support (Contract) at a comms service provider with 1,001-5,000 employees

It provides a way to rapidly develop and deploy a number of small, but important applications.

Valuable Features: 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 - how easily its translated from... more »

1 comment

Jeevan ChaukarI agree with majority of the points mentioned by Joe. But I do have some... more »

It service management report from it central station 2017 06 24

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GoncaloOliveira

BMC ITSM/Remedy Support Team Leader at a comms service provider with 1,001-5,000 employees

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

Valuable Features: Flexibility in development and the capacity of being used by so many different kind of businesses are the most valuable features for us. • Improvements to My Organization: It enhances the implementation of process between teams in a central way, and if that is not... more »

SnrConsult963

Senior Consultant at a tech services company with 51-200 employees

It has ETL tools that support seamless integration and data load activities, reducing the timelines to deliver. At times, on some consoles, forms are loaded with too much information.

Valuable Features: BMC products have been built over the years to make them highly stable and scalable, inline with the ITIL best practice. The best part about these products is that it can be easily twisted and tweaked without compromising any of the underlining fundamental components,... more »

1 comment

Jeevan ChaukarHi there, I could not resist but comment on this part of what you mentioned... more »

ITSMAdminDev360

BMC ITSM Remedy Administrator / Developer / Architect at a energy/utilities company with 1,001-5,000 employees

Using Service Request Management creates a Change Request and then sends, via a web service, a request to start a job on VMware to automatically create a server.

Valuable Features: CMDB is very useful and it is used to manage client and non-client CI Freedom to use your ow way to integrate other systems with BMC Remedy Not too difficult to customize workflows • Improvements to My Organization: Using Service Request Management creates a Change... more »

1 comment

Jeevan ChaukarHi there, Yes, 9.X version has removed the Flex UI which proved troublesome... more »

ChristineMoore

Support Engineer at a tech services company with 51-200 employees

This product allows us to efficiently track all outstanding tickets.

Valuable Features: Multifunctional tracking • Improvements to My Organization: This product allows us to efficiently track all outstanding tickets. Enabling the submitter to update the diaries, reopen tickets, expedite and reroute for faster processing. • Room for Improvement: I... more »

1 comment

Jeevan ChaukarHello Christine, From your review comments I understand that you are using... more »

Khem Raj Kashyap

User at a tech services company with 1,001-5,000 employees

Mar 15 2017

The IT service management and change request creation features are valuable.

Valuable Features: ITSM features CR creation • Improvements to My Organization: It helped us to implement ITIL and MSTOP. • Room for Improvement: Slow BI • Use of Solution: I have used it for four years. • Deployment Issues: We have not encountered any deployment issues, as... more »

Sachin Dahiya

Senior Systems Engineer at a tech services company with 1,001-5,000 employees

All the features, including all modules like asset management, incident management, Service Request Management, CMDB, developing the applications using workflow, etc., are really cool.

Valuable Features: I've found that the complete set of modules very valuable. All the features, including all modules like asset management, incident management, Service Request Management, CMDB, developing the applications using workflow, etc., are really cool. • Improvements to My... more »

1 comment

Jeevan ChaukarThere are of course alternatives for ITSM applications but any large... more »

ITSMConfigMgr289

ITSM Configuration Manager at a tech services company with 51-200 employees

We automated discovery and mapping of assets. Each of the modules in this version have room of improvement.

Valuable Features: For me specifically the Asset Management & Incident Management modules. • Improvements to My Organization: Since 8.1 is compatible with the ADDM discovery tool, we automated discovery and mapping of assets (CIs) and their relationships migration to the CMDB. We also... more »

James Hardy

Desktop Support at a tech services company with 1,001-5,000 employees

It was simple to navigate and search for articles.

Valuable Features: I like the automation abilities of Remedy, specifically the ability to have templates that also auto-create tasks to be resolved by different teams. • Improvements to My Organization: My current organization does not use Remedy, but my last company moved their knowledge... more »

Alastair Majury ACSI

Senior (Technical) Business Analyst at a financial services firm with 1,001-5,000 employees

We have the ability to utilise CMDB information. Desktop client should be an option for heavy users.

Valuable Features: The ability to utilise CMDB information is the most valuable feature for us as it helps us to see interlinkages between CIs. • Improvements to My Organization: It has improved our issue resolution and change management process. • Room for Improvement: Desktop client... more »

Pascale Sterrett

Sr. BMC Remedy Lead Developer (PM) at a transportation company

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.

Valuable Features: 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. • Improvements to My... more »

Nyall McCavitt

BMC Remedy/ITSM Administrator and Consultant at a tech services company with 1,001-5,000 employees

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.

Valuable Features: 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 with existing and legacy data sets... more »

Chaithanya Madhyastha

BMC Remedy Consultant at a tech services company with 1,001-5,000 employees

It has seamless integration with third-party products.

Valuable Features: It has seamless integration with third-party products. • Improvements to My Organization: Improved IT service desk and change management functions within the organization. • Room for Improvement: On the Administration activity to be more user friendly in terms... more »

abdulmmo

Senior ITSM Consultant at Sierra-Cedar

It provides email notification that are triggered as and when there is an update on assigned ticket, unassigned ticket for pending and resolved.

Valuable Features: The most valuable feature is the flexibility, which allows us to customize it per our customers' requirements. • Improvements to My Organization: Email Notification that are triggered as and when there is an update on assigned ticket, unassigned ticket, pending, and... more »

Debra Pinon

Global IT Specialist (Clarity) at a retailer with 1,001-5,000 employees

Change Management, one of the most valuable features, helps us manage and maintain the company schedule of activities and resources.

Valuable Features: Configuration Management – to track hardware, software, users Change Management – manage and maintain the company schedule of activities and resources • Improvements to My Organization: This product aided in the management of hardware, software, resources, and... more »

SrConsultant002

Senior BMC Remedy Consultant at a tech services company with 501-1,000 employees

It's quick to build prototypes and fully fledged database based applications.

Valuable Features: The ease of installation and configuration is valuable. It's quick to build prototypes and full-fledged, database-based applications. • Improvements to My Organization: Product consultants who assist and maintain the product for customers. • Room for Improvement: It... more »

Joe D'Souza

Remedy Consultant at a tech consulting company with 51-200 employees

It's easy to customize and provides a range of features you can customize with practically no exceptions.

Valuable Features: 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. • Improvements to My Organization: I have implemented this product at many customer... more »

Joe D'Souza

Remedy Consultant at a tech consulting company with 51-200 employees

The most valuable features are its integration and development capacity.

Valuable Features: Its integration and development capacity. Its ease of use and implementation, assuming you have hired the right kind of resources for that. • Improvements to My Organization: It’s a perfect tool to track any kind of event or service. Developing workflow within this... more »

FunctionalConsultant617

SAP GTS Functional Consultant at a consultancy with 1,001-5,000 employees

We can generate any reports as per our needs. The status based on email can be easily manipulated - needs to be improved.

Valuable Features: The reporting feature is valuable as we can generate any reports as per our needs provided the search functionality is known. Never worked on the customization or configuration part of the tool as it is limited to the admin role. • Improvements to My Organization: Email... more »

Rahul Priyadarshy

ITSM Admin & Consultant at a consultancy with 1,001-5,000 employees

CMDB & Asset management is very helpful in locating an asset. The SRM module is still pretty complex.

Valuable Features: In recent releases they introduced OOTB email tickets creation. In the older version we needed to write a lot of code for this. • Improvements to My Organization: CMDB & Asset management is very helpful in locating an asset. Also, the CI viewer helps in good impact... more »

SrITSMConsultant209

Sr. BMC Remedy ITSM Consultant at a tech services company with 501-1,000 employees

It holds us accountable for IT services, leading to a reduction in IT service outages.

Valuable Features: For us, there are two main features that are most valuable: IT Service Management, and Service Support • Improvements to My Organization: It holds us accountable for IT services, leading to a reduction in IT service outages. It's also given us a tight and... more »

Johannes Papi Molelekoa

Network Field Operations at a tech services company with 1,001-5,000 employees

We have been able to improve our SLAs because previously no one was assigned to a job and we could ignore it.

Valuable Features: Call logging and escalation features are the most valuable for us because they are easy to use and with them, we can assign a request to a specific person or department. • Improvements to My Organization: It made the organization better. We have been able to improve our... more »

Sumit Vasudev

Remedy Consultant at a tech services company with 501-1,000 employees

Assets can be managed in the CMDB and Asset Management application. Any activity to be scheduled, such as weekly maintenance activity or change requests, can be raised at the same time.

Valuable Features: Incident management Change management Problem management Knowledge management • Improvements to My Organization: In BMC Remedy, their foundation data is well organized. A customer will raise a request through the self-service tool (BMC SRM), and the ticket will go... more »

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Articles

Orlee Gillis

Content and Community Manager

IT Central Station

May 22 2017

Top 5 Help Desk Software -- Q1 2017

IT Central Station’s crowdsourced user review platform helps technology decision makers around the world to better connect with peers and other independent experts who provide advice without vendor bias. You can read user reviews for the top five help desk software of Q1 2017 here, to help you... more »

1 comment

Webhost UKFor our set of requirement we needed lots of customization , with support to... more »

User Assessments By Topic About BMC Remedy

Valuable Features

It has complete coverage of ITIL processes and a rich functionality. Plus, it provides a strong customisation platform in AR System which is quite flexible.

24 opinions »

Improvements to My Organization

BMC Remedy ITSM has been used both by the customers that I served as well as the software services companies that I actually worked for while serving those customers. In each case that I have seen so far, BMC Remedy has typically been implemented to transform multiple older ticketing systems into a centralised single IT ticketing system. In the case of telecom vendors, largely it is doing the job of network (operations support systems) ticketing and is integrated with variety of non-BMC applications. In each case, it has helped customers transform their applications stack and bring in a uniform, standardised process when compared to the past. This results in savings and streamlining of both people and processes.

24 opinions »

Room for Improvement

The traditional UI of Remedy is somewhat of a weak point from the end user perspective. Also, from a developer perspective, a lack of version of management support unlike traditional programming languages such as Java/C# etc where you can easily create code lines, create branches/merge branches, create automated drops of code etc. One can't do this in Remedy in that manner. In general, Remedy doesn't support very aggressive Agile development and is more conducive to a waterfall kind of SDLC. Also, the debugging of defects or performance issues in Remedy is not well assisted by the Remedy Developer Studio.

23 opinions »

Scalability Issues

Not much - it is highly scalable.

23 opinions »

Technical Support

I have experienced service to both extremes - very good and not good at all! Currently I am driving a project that has premier support so it is quite good in this case. They helped a lot in sorting out upgrade related issues and we had a very smooth excellent upgrade from 8.1 patch 002 to SP2.

19 opinions »

Previous Solutions

Typically our customers switched from other products such as Amdocs Clarify or People Soft or home grown ticketing applications to BMC Remedy because the older platforms were not supported by the original vendor anymore OR they found the older solution was not scaling to their needs. Plus, older ticketing functionality was typically fragmented across multiple applications - e.g. for incident management, they may use one application and a completely different application for change management and so on. Now, it is all within one suite which is much easier to handle.

19 opinions »

ROI

That's more of a question for leadership, but I think that it needs to be compared against custom platforms and evaluated from a total-cost of ownership perspective. There's hard evidence that, while licensing sounds expensive, having the development staff focus on core business process automation rather than low-level platform development/maintenance is a worthwhile trade-off and is a bigger benefit to the business (assuming you treat the AR System platform as such).

8 opinions »

Cost and Licensing Advice

I believe there is a strong need to actually compare Remedy, Service Now and couple of open source or free to download products and bring out what really the free products can achieve vis-a-vis established product like Remedy. As of now, this is more of a perception (Remedy is costly, Free products have less functionality etc - but hardly anyone is going to great lengths to establish point by point, module by module what really is better in which software). There is no point in listening to such comparison done by one of the vendors (e.g. BMC Remedy communities are having several comments of how Service Now lacks several things and customers coming back to Remedy. Service Now communities are saying exactly opposite. The need is to take out this bias and put down all the facts in a proper shoot-out.

10 opinions »

BMC Remedy Questions

Jeevan Chaukar

Principal Consultant at a software R&D company with 501-1,000 employees

Will Remedy v9.5 and BMC Innovation Suite find more takers in Small/Medium organizations?

With Remedy 9.5 and BMC Innovation Suite, BMC seems to be attempting to address some important things its comprehensive Remedy suite lacked in the past - Attractive UI and opening up of its core AR System platform to Developer community for BMC Remedy based Application Development (somewhat like... more »

2 answers

Jeevan ChaukarHi Rahul, Thanks for your response. Technically there is nothing stopping... more »

Rahul Priyadarshy Even before Remedy 9.5 - It was also quite open for custom development.... more »

Jeevan Chaukar

Principal Consultant at a software R&D company with 501-1,000 employees

Has anyone done a comprehensive comparison of BMC Remedy ITSM versus open source ITSM?

In my opinion, there is a strong need for an objective as well as subjective and comprehensive evaluation of BMC Remedy ITSM versus some of the open source ITSM applications. e.g. - How does iTOP ITSM stack up against BMC Remedy ITSM? Obviously it is not easy to answer. On one hand you have a... more »

5 answers

Jeevan Chaukar@ Stephan Hey, I am well aware that nothing comes for free and that is... more »

Ranjith KumarHello Jeevan, I have worked with the BMC Remedy personally and I believe I... more »

Jeevan Chaukar@ Ranjith, Thanks a lot for your response. What I am looking for is not a... more »

BMC Remedy Projects By Members

Check out these projects from our community members.

Version Upgrade Planning

Planning - Version Upgrade from either 7.6.04 SP4 or 8.1 to Version 9

Version Upgrade

Version Upgrade from 7.6.04 SP4 to 8.1 It was version upgrade which involved ontime delivery of the project as... more»

Patch Upgrade

Patch Upgrade from ARS,ITSM 7.6.04 SP2 SP4

BMC Remedy Consultants

Request a call with one of our top consultants and experts in BMC Remedy. (Add me to this list.)

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Points

Jeevan Chaukar

Principal Consultant

Reviewed BMC Remedy: It is highly scalable but it is a complex enterprise...

115

Points

abdulmmo

Senior ITSM Consultant

--Certified in DOEACC A - Level from DOEACC Society,New Delhi ,India. --Certified in VB 6.0,Oracle 8i from Cat Technologies,Hyderabad. --Certified BMC Remedy Administrator ARSystem 7.X. --Certification in MS-SQL Server2008 Microsoft Arabia, Riyadh. --Certified ITIL V3 from... more>>

Reviewed BMC Remedy: It provides email notification that are triggered as...

Points

Sumit Vasudev

Remedy Consultant

4.5+ year of experience in IT/ITES industry in consulting, design and implementation of Remedy, ITSM, SRM and Software development using Microsoft Technologies. Expertise in consulting, design and implementations of BMC Remedy ITSM v7.x, v8.x suite for multiple enterprises, including specifically... more>>

Reviewed BMC Remedy: Assets can be managed in the CMDB and Asset...

Points

Joe D'Souza

Remedy Consultant

Reviewed BMC Remedy: The most valuable features are its integration and...

Points

Nyall McCavitt

BMC Remedy/ITSM Administrator and Consultant

Since 1996 I have been a Remedy consultant for a variety of organisations including: Brunel University BNP Paribas EUROCONTROL with experience in the ITSM Suite and custom applications. I also have many years experience in the User Support role dealing with a wide variety of users and... more>>

Reviewed BMC Remedy: The most valuable feature is the ability to have...

Points

Rahul Priyadarshy

ITSM Admin & Consultant

Reviewed BMC Remedy: CMDB & Asset management is very helpful in...

Points

SnrConsult963

Senior Consultant

Proven expertise in ITSM consulting with an objective to create value for customers. Extensively worked on ITIL Process and ITSM tool implementations. Subject Matter Expert for Service Request Management (SRM). Sound knowledge of ITSM, SLM, CMDB, Dashboard and Analytics. Hands-on with... more>>

Reviewed BMC Remedy: It has ETL tools that support seamless integration...