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 most valuable feature of the solution includes all of its components since they act as the authentication system of the product."
"The incident management console is available out of the box."
"The asset discovery feature in BMC is notably better compared to ServiceNow."
"You can develop plugins in different languages, and the workflows can be easily developed depending on the user's needs."
"The most valuable feature of BMC Remedy is to take administrative access of a user."
"There are a lot of features a customer can use. It’s an existing concept of asset management. One feature is the ability to create tickets for various computer systems, VPN defenses, sites, regions, or customers."
"The solution is extremely user-friendly."
"The most valuable BMC Remedy Asset Management are the dashboards and reports for the CIO."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"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."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"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 has been stable."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"BMC Remedy Asset Management could improve by adding intuitive dashboards."
"However, from a stability perspective, we sometimes had issues, like running out of resources, maxing out, database issues, and the server freezing out and functioning at fifty percent."
"The solution must be flexible."
"The product's scalability is one area with certain shortcomings that need to be considered for improvement."
"The initial setup of BMC Remedy Asset Management was complex."
"Integration and deployment could be better. It could be easier and faster to integrate and deploy. It would also help if we could have a 360-degree view. It would be better if they changed it to a SaaS type of offering, which is becoming the standard."
"There are issues from a product functionality perspective."
"Continuous improvement is recommended."
"A chat bot needs to be added to the portal."
"Freshservice could improve the delegation and workflow management features."
"The chat portal is not that great."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"Freshservice's technical support has issues with delays and translations."
"We'd like better integration with other products."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
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 Device42, 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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