We performed a comparison between BMC Remedy and Freshservice based on real PeerSpot user reviews.
Find out in this report how the two IT Asset Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution is extremely user-friendly."
"The solution offers some very good features."
"It has a good peer sharing module."
"The most valuable feature of BMC Remedy is to take administrative access of a user."
"It's an exceptionally robust and seamlessly integrated solution that has greatly facilitated our operations."
"It has some good features for tracking. They also have a cloud and a mobile access feature."
"You can develop plugins in different languages, and the workflows can be easily developed depending on the user's needs."
"The incident management console is available out of the box."
"Freshservice's best feature is its user-friendliness."
"It is a stable solution. My company hasn't faced any problems with the solution."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"The solution’s timely automated triggers increase our IT team’s productivity."
"There is a nice user interface."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"The overall functionality of the product is excellent."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"I would like to have more customized reporting because the management team loves customized reports with graphs."
"There is room for improvement in integration with various platforms. The support services should be improved. The response time from the support team should be faster."
"There is room for improvement in terms of support."
"There is room for improvement regarding the customization as it tends to lag in terms of flexibility, particularly in comparison to competitors."
"There are issues from a product functionality perspective."
"Could be more user friendly for admins to manage."
"BMC Remedy Asset Management could improve by adding intuitive dashboards."
"If a user isn't using an out-of-the-box configuration, it can get a bit complex."
"Freshservice could improve the delegation and workflow management features."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"The chat portal is not that great."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"Not integrated with Google."
"It's hard to interact directly with the users themselves."
BMC Remedy is ranked 5th in IT Asset Management with 19 reviews while Freshservice is ranked 3rd in IT Asset Management with 29 reviews. BMC Remedy is rated 8.2, while Freshservice is rated 8.0. The top reviewer of BMC Remedy writes "Great CMDB design, helpful technical support, and great features". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Remedy is most compared with ServiceNow, BMC Helix Discovery, Snow License Manager, Qualys VMDR and VMware Service Manager, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus. See our BMC Remedy vs. Freshservice report.
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