Most Helpful Review
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.
Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time.
The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier.
MyIT is simple to use and its mobility is a big plus for our on the go users.
The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline.
Improved our organization with better customer experience and reporting abilities.
The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great.
The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly.
JIRA helps integrate Kanban Board features and for this reason what it does it does well.
One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers.
The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well.
I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances.
The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.
This is the most complete and versatile enterprise task management product and issue tracker.
What I really like about this solution, is how it manages the queues, the tickets and the routing.
This solution has helped us a great deal in project management tracking and forecasting.
We have experienced outages, because some other customers did something on the same cluster that we share.
It has created more layers of bureaucracy.
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.
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.
Support could be more skilled. We are wasting too much of our time debugging.
The amount of software issues are still too big, even considering the complexity of the tool.
Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years.
SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT.
If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products.
An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard.
The solution should be more formalized. It could be more user-friendly.
During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again.
Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.
Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install.
I don't think the program is very scalable.
JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.
Pricing and Cost Advice
It is costly, but it is well worth it.
Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed.
Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings.
While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper.
If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost.
Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.
But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran.
Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective.
JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent.
Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users.
Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning.
I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise.
out of 37 in IT Service Management (ITSM)
Average Words per Review
out of 37 in IT Service Management (ITSM)
Average Words per Review
Compared 73% of the time.
Compared 6% of the time.
Compared 5% of the time.
Compared 26% of the time.
Compared 11% of the time.
Compared 8% of the time.
Also Known As
|Remedy ITSM, Remedy, Helix 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.||JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.|
Learn more about BMC Helix ITSM
Learn more about JIRA Service Desk
|Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University||mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada|
Financial Services Firm27%
Comms Service Provider13%
Software R&D Company34%
Financial Services Firm9%
Software R&D Company24%
Financial Services Firm12%
Comms Service Provider10%