Of course, there are features that can be added, improved and enhanced in any product. I would like to see the CMDB feature include federation in the consideration engine. That would be the number one enhancement I would like. Number two, enhance the change management module by including a calendar. They should also create and include an impact analysis engine. They don't have an impact analysis engine right now.

But if you notice these features like change management are more related to big organizations. BMC wants to keep it this way. BMC has trillions of dollars they could put into research and development to add features. They envision Remedyforce for medium to small companies and it is their market. Our Ferrari product is for large, enterprise organizations. So, if they enhance the change management in Remedyforce, they will be making the products similar to other products. Eventually, the client will wonder why they are offering the same product with more than one name. It would be like basically having the same product but for cheaper pricing. It doesn't make sense.

They want to offer different products and enhance some type of distinguishing advantage of each. They want products to appeal to different market segments because they want to capture all of the marketplaces. It is as simple as this.

At the end of the day, it came to a point where we were trying to extend beyond what was available and the solution was no longer adding any more value. That's why we wanted to upgrade it.

The look and feel is very dated. The new employees who are joining us are coming in with a customer-like experience from the world of big tech. When they come in and then they start experiencing these products, these products are fairly dated in terms of the UI and are very clunky. Those are aspects that definitely can be improved.

They may have made those improvements in newer versions. I haven't had the opportunity to use them yet. I have just done the analysis and it's been deployed in some parts of the organization, however, I believe that that was one of the big problems that we had with these system tools.

The solution basically needs tighter integration with some of the other products that we use. It requires greater flexibility with generating the reports. All the reporting capabilities are limited right now. 

The product offers quite limited memory. That needs to be expanded. 

They need to make it possible to more easily customize the user interface.

The product could offer better integration capabilities. Right now, we are trying to integrate some on-prem solutions to Remedyforce. We're having some problems doing that right now.

Due to the fact that the solution must be accessed through the internet, if your internet is not good, you'll have trouble accessing the product.

It would be ideal if there was an on-premises option.

Technical support can only be reached via email. It would be nice if we could speak with them directly.

The monitoring system could be improved.

It would be helpful if the solution was more open-source so that there is more community content available.

It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it.

The solution is quite complex, and because of this, you need assistance from BMC for implementation and often for troubleshooting as well. We don't like this kind of situation. We want to be able to know how to use the solution completely and handle everything in-house. However, you tend to have to rely on BMC. Only they know the details of the product.

The solution shouldn't just cater to IT departments. We also use it with HR and it would be helpful if the solution offered a few more HR-focused features.

The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution.

The solution should introduce more AI and more automation. It would be an overall benefit to the product as a whole.

My team finds the search options and the user interface to be really cumbersome.

I don't like the product at all.

It's not user-friendly. Everything is overly complicated. Even for the simplest of tasks, a user will waste time. It requires a lot of clicks and a lot of steps. Often we will have to do the same thing two or three times. It's really bad.

The solution needs a mobile interface.

It should be able to work faster and be more responsive. Right now it's clunky and slow. It takes ages and because of the lack of speed, it can get really annoying to use.

It would be helpful if the solution offered features related to asset management on the financial side. They need some functionality that would allow the company to calculate the total cost of ownership of a state. There should be some sort of license management functionality in order to manage their land and the life cycle easily. 

• Improve the out-of-the-box ITIL compliance, which would be great for new customers.
• More flexible ways to change the existing configuration would benefit existing customers.

In the background, there are limitations with what the automation can/cannot do (i.e., flows will error after looping through a 100 records). With a complex system that contains sometimes 100s of linking records, this causes issues with current workflows that we wish were not limited.  

The tool is not missing any major features. A customer could benefit from additional Service Portal development.

The ease of customization needs improvement. From an administrator's point of view, it is difficult to customize and could be simplified. 

The solution's technical support is in need of a lot of improvement.

The pricing of the solution is quite high. It would be ideal if they could adjust it to make it more affordable. The fees on our management engine, in particular, are high.

The solution needs to have more documentation.

• There should be filtered criteria, like workflow rules, in service request conditions.
• There should be some tool to move SRD and SLA from the sandbox to production.

The customer service management (CSM) features are in need of improvement.

I would like to have a cloud-based service portal.

They're only just beginning to use less API now on version 19.08, and they need to include more high-end technology, different languages, the kinds of things they haven't yet included in the product that could improve it. 

Additional features they could include would be to improve the content with better technologies, higher-end technologies, that kind of thing. The interface could be improved, I'd want the developers to work on that as it would allow more flexibility.