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.
The Preventive Maintenance feature, especially in its inspection routines and KPI abilities, is valuable.
Work order management and scalability enables the businesses' needs to be met.
Reliable, very configurable, and it's all integrated in the same database.
We can manage, organize, and track incidents, claims, jobs, tasks, preventive and corrective maintenance, locations, and assets.
Maximo is very stable. We really do not have problem with stability.
We were able to scale perfectly.
Its capabilities let us organize our work.
Preventive maintenance management.
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.
The standard reports that shipped with the package need to be enriched with more advanced reports, especially for the Inventory Management sections.
It's not user-friendly. It could use shortcuts for frequently requested services.
Areas for improvement include: an enhanced Service Catalog on Mobile; Agent intelligence; better dashboards for KPIs.
It needs full-service visibility. There are a lot of things that are hard for users to find out. For example, the Service Catalog is not too friendly. You really have to know what you're looking for.
It's quite reliable, but new versions often are not too stable. They bring in enhancements but they break other stuff.
The mobile solution has a lot of room for improvement, especially in geopositioning capabilities, tracking capabilities, and configuration capabilities, in order to let the tech operate online and offline.
Maximo is a big system, so the initial setup is complex.
Vendor management needs enhancement.
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.
Explore internal processes in order to evaluate the correct number of users in each Maximo module, then evaluate the different offers of pricing and licensing.
The concurrent user license is much more effective in management and cost-wise, as it is more suitable for maintenance management.
Explore the possibility of using DB2. You will avoid the cost of SQL Server or Oracle licenses.
Where available, concurrent licenses can be more cost efficient and provide more flexibility.
You pay for what you get. There are lots of options depending on how you would like to implement Maximo.
out of 36 in IT Service Management (ITSM)
Average Words per Review
out of 31 in Enterprise Asset Management
Average Words per Review
Compared 73% of the time.
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Compared 28% of the time.
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Also Known As
|Remedy ITSM, Remedy||Maximo|
|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.||Organizations of all sizes reduce equipment downtime, closely control and track maintenance expenses, cut spare parts inventories.|
Learn more about BMC Helix Remedy
Learn more about IBM Maximo
|Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University||Royal Boskalis Westminster N.V., DTE Energy, Swedish Match, Projetech, Fingrid, East Coast|
Financial Services Firm27%
Comms Service Provider13%
Software R&D Company13%
Financial Services Firm9%
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