BMC Remedy vs IBM SmartCloud Control Desk

BMC Remedy is ranked 2nd in Help Desk Software with 15 reviews vs IBM SmartCloud Control Desk which is ranked 28th in Help Desk Software with 1 review. The top reviewer of BMC Remedy writes "Full-featured, gave us incident/event management, based on monitors in our environment". The top reviewer of IBM SmartCloud Control Desk writes "Helps standardize our workflow, track client tickets, and it's very flexible". BMC Remedy is most compared with ServiceNow, Micro Focus Service Manager and JIRA Service Desk. IBM SmartCloud Control Desk is most compared with ServiceNow, BMC Remedy and JIRA Service Desk.
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Most Helpful Review
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Quotes From Members Comparing BMC Remedy vs IBM SmartCloud Control Desk

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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The most valuable are its flexibility and agility. It's quick to change it, to adapt it to your needs. That's the most important for us.

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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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It could use more facility or flexibility for reporting, and business intelligence in the tool.

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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
Help desk software report from it central station 2018 05 05 thumbnail
Find out what your peers are saying about ServiceNow, BMC, CA Technologies 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
1,662
Comparisons
1,369
Reviews
0
Followers
382
Avg. Rating
N/A
Top Comparisons
Top Comparisons
Servicenow
Compared 44% of the time.
Atlassian logo
Compared 8% of the time.
See more BMC Remedy competitors »
See more IBM SmartCloud Control Desk competitors »
Also Known As
Also Known AsRemedy ITSM, RemedySmartCloud Control Desk
Website/Video
Website/VideoBMC
  • Vendor 6954 screenshot 1524937453
IBM
  • Vendor 7400 screenshot 1524637054
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.IBM Control Desk on Cloud offer an access to a user friendly self-service, automated service management, and seamlessly-integrated, best-practice based service desk capabilities. IBM Control Desk provides the IT service management (ITSM) needed to simplify support of users and infrastructure. It also offers a unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets and enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages. Control Desk is IT Infrastructure Library (ITIL)-compliant, accessible through mobile devices and integrates with social media and development tools.
OFFER
Learn more about BMC Remedy
Learn more about IBM SmartCloud Control Desk
Sample Customers
Sample CustomersBrookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversitySt Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
Top IndustriesQuestionmark icon
Top Industries
REVIEWERS
Financial Services Firm
19%
Government
13%
Comms Service Provider
13%
Retailer
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
Help desk software report from it central station 2018 05 05 thumbnail
Find out what your peers are saying about ServiceNow, BMC, CA Technologies 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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