BMC Remedy vs Freshservice

BMC Remedy is ranked 2nd in Help Desk Software with 15 reviews vs Freshservice which is ranked 11th in Help Desk Software with 2 reviews. The top reviewer of BMC Remedy writes "Full-featured, gave us incident/event management, based on monitors in our environment". The top reviewer of Freshservice writes "The most valuable aspect of the solution is the user experience". BMC Remedy is most compared with ServiceNow, Micro Focus Service Manager and JIRA Service Desk. Freshservice is most compared with Freshdesk, ServiceNow and Samanage. See our BMC Remedy vs Freshservice report.
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Most Helpful Review
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Find out what your peers are saying about BMC Remedy vs Freshservice and others in Help Desk Software.
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Quotes From Members Comparing BMC Remedy vs Freshservice

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
Pros
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 versatility and customizability of the product is what I like most.

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It allowed the development team to concentrate on the client’s requirements instead.

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Cons
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.From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs.Needs less infrastructure requirements.

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The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents.

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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.

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Information Not Available
Bmc remedy vs. freshservice report from it central station 2018 05 04 thumbnail
Find out what your peers are saying about BMC Remedy vs Freshservice and others in Help Desk Software.
270,485 professionals have used our research since 2012.
Ranking
RANKING
Views
16,757
Comparisons
8,684
Reviews
14
Followers
1,202
Avg. Rating
8.9
Views
3,339
Comparisons
1,460
Reviews
1
Followers
1,245
Avg. Rating
6.0
Top Comparisons
Top Comparisons
Servicenow
Compared 44% of the time.
Atlassian logo
Compared 8% of the time.
See more BMC Remedy competitors »
Unnamed
Compared 9% of the time.
Servicenow
Compared 8% of the time.
Vdvazr h 400x400
Compared 8% of the time.
See more Freshservice competitors »
Also Known As
Also Known AsRemedy ITSM, Remedy
Website/Video
Website/VideoBMC
  • Vendor 6954 screenshot 1524937453
Freshworks
  • Vendor 28818 screenshot 1524331254
OverviewQuestionmark icon
OverviewBMC 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.

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important – exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

OFFER
Learn more about BMC Remedy
Learn more about Freshservice
Sample Customers
Sample CustomersBrookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversitySinclair Broadcast GroupWestern CarriersJudson UniversityGolf CanadaTravixProxamaPaymentezReady Auto Transport
Top IndustriesQuestionmark icon
Top Industries
REVIEWERS
Financial Services Firm
19%
Manufacturing Company
13%
Government
13%
Comms Service Provider
13%
VISITORS READING REVIEWS
Pharma/Biotech Company
12%
Software R&D Company
11%
Financial Services Firm
10%
Media Company
8%
No Data Available
Company SizeQuestionmark icon
Company Size
REVIEWERS
Small Business
18%
Midsize Enterprise
18%
Large Enterprise
63%
VISITORS READING REVIEWS
Small Business
27%
Midsize Enterprise
17%
Large Enterprise
56%
No Data Available
Bmc remedy vs. freshservice report from it central station 2018 05 04 thumbnail
Find out what your peers are saying about BMC Remedy vs Freshservice and others in Help Desk Software.
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270,485 professionals have used our research since 2012.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.

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