BMC Remedy Reviews

BMC Remedy's change management module needs enhancement. It could be more user-friendly for business users and administrators, clarifying the rules and features for all users. Simplifying the process would make it easier for them to utilize the system.

We have been using BMC Remedy for more than six years.

I provide technical support services to all the customers, addressing their queries. Overall, BMC support is good, but it needs to be enhanced further. They do not solve some issues; they need to collect all the issues provided by the clients and customers, then work on these solutions and provide them. They should gather all the customer issues and collect the solutions, sharing them on the portal or with the customer to provide support easier and faster.

Neutral

I have worked with other solutions. In comparison, BMC has powerful features.

The initial setup process is complex. As you update the system further, the desktop becomes more complex. Additionally, there are vulnerabilities in the version, so you must make the compatibility with the tools lower vulnerabilities.

BMC should decrease the pricing further. It would help them increase the number of potential customers. Many clients prioritize finding powerful solutions at affordable prices. Considering this point of view, BMC can expand its customer base and regain its position as a leader in the market.

The product's incident management process involves utilizing the answer management module to meet the business needs and requirements of both my company and its clients.

BMC Remedy has contributed to improving change management processes, but there are a few limitations. The change management module is complicated for all users to use. This complexity has resulted in numerous complaints and feedback from users and business stakeholders. They could provide clearer guidance for easier usage.

We utilize the customization options available in the platform. These options enable us to group assignments based on specific criteria, such as configurations or company requirements. For instance, we can assign tasks to particular groups, ensuring that users only have access to relevant tasks and permissions.

The product has excellent support for remote and hybrid environments. It enables me to provide assistance and resolve issues effectively, ensuring smooth operations for users across various locations. The automation capabilities fulfill our business requirements in streamlining IT workflows.

The installation process is complex. Providing more resources for user training purposes can make the implementation easier.

I rate it a nine out of ten.

I have used it for checking our customer's needs, and that's going to be on most of our types of plans, from Downco, pharmacies, VIP companies, etc.

On the product, they have a number of stability, development, and networking features. You can develop plugins in different languages, and the workflows can be easily developed depending on the user's needs.

The integration could be improved. 

Another significant area of improvement is UI. The UI is not very intuitive, and it can be difficult to use for some people. It is quite outdated, I also have a lot of customer complaints about the user interface.  

I also think the pricing could be a bit lower.

We've used it for a long time. I've been using it for around 14 years. We use updated version 208.

I would rate the stability a nine out of ten. It's stable, but for a customer, you can customize the system. In addition to my desktop authorization, they are not programmed to the endpoint, which can affect the stability of the system because they can break down the database, and such.

I would rate the scalability an eight out of ten. We have around 12 to 14 customers using BMC Remedy. 

Customer service and support is about the application and the license. They open cases. Depending on the priority of the case, they can be very helpful. But if it's a lower-priority case, it takes some time. Let's say for the customer.

Neutral

We previously worked with a different product. The other solutions weren't as good. Maybe they were just prototypes, like mocktails. They weren't set up correctly, so now we've switched to BMC.

The initial setup is quite straightforward. Everything is done through the website, based on the server. 

The deployment model depends on the client. We use both on-premises and cloud solutions.

We are the system integrators. It usually takes about an hour, depending on the size of the deployment. For example, to set up one server, it takes one hour.

However, maintenance is handled by another team. There are four engineers on the team.

There are costs based on the product and the number of licenses. They also offer some subscription technologies that you can subscribe to. They have multiple products, each with different types of maintenance. They provide testing for you. Generally, a subscription is a good prospect for a device.

Overall, I would rate the solution an eight out of ten. 

We use the solution for change management, incident management, and problem management.

The solution helps us manage, escalate, and solve incidents. It provides a single platform for all the incidents in our organization. The visibility provided by the tool is the most important feature for us. The tool shows us real-time reports and statuses of the incidents.

The inventory maintenance features must be improved. The tool is very old. The vendor must release a cloud version of the tool.

I have been using the solution for eight years.

The solution is stable.

It is very difficult to scale the solution because it is deployed on-premise. I rate the scalability an eight out of ten.

We have in-house technical support. Sometimes, we had to escalate the issue to the BMC’s support team.

Neutral

The initial setup is easy. I rate the ease of setup a ten out of ten. We could start working with the product without much help.

I did the deployment myself.

Other tools, like ServiceNow, are more powerful.

Overall, I rate the product a seven out of ten.

I am using BMC Remedy Asset Management for assent and license management.

The most valuable BMC Remedy Asset Management are the dashboards and reports for the CIO.

BMC Remedy Asset Management could improve by adding intuitive dashboards.

I have been using BMC Remedy Asset Management for a few months. 

The stability of BMC Remedy Asset Management is good.

BMC Remedy Asset Management is scalable and easy to do. 

I have not contacted support.

The setup of BMC Remedy Asset Management is easy.

We did the implementation and provided the maintenance using approximately five specialists.

The licensing model of BMC Remedy Asset Management should improve. It is expensive and it is difficult to understand.

BMC Remedy Asset Management is a good solution.

I rate BMC Remedy Asset Management an eight out of ten.

We use BMC Remedy Asset Management to create tickets for the help desk when we have new issues.

Remedy is very complex. There is room for improvement with the monitoring server area.

In future releases, I would like the product to be easier to configure and set up. I would also like to have online help.

I have been using BMC Remedy Asset Management for four months.

The solution is stable.

Remedy is a scalable product. We have over 50 users.

The initial setup of BMC Remedy Asset Management was complex.

The solution offers some very good features, however, it is very complex. I recommend Remedy, however, it depends on the needs of the company.

Overall, I would rate BMC Remedy Asset Management an eight out of ten.

• Management of assets
• The lifecycle of an asset.

Visibility and more control. It was hard to get reports unless by contacting the developer.

Financial aspects, and handling of the life cycle.

Improve the user experience.