Likelihood to Recommend
Large complex organisation, with complex technology that needs to manage Technology Services. It is very flexible and able to manage a large complex environment but the knowledge required to set this up correctly (foundation data and configuration) is the key factor for success. It can integrate with many other systems and tools and integrate data from many sources - whether that be AWS cloud, or an on premises bespoke system. I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.
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Based on my experience, Planview PPM Pro is well suited for organizations that have a large number of projects to manage and are looking for a comprehensive solution to help them plan, track, and deliver those projects successfully. The software's ability to align projects with strategic objectives, track resources, and provide robust reporting and analytics capabilities make it particularly well-suited for organizations that need to manage their projects and resources effectively. On the other hand, Planview PPM Pro may not be as well-suited for organizations that have a relatively small number of projects and do not require a full-featured project portfolio management solution. The software can be complex and may be overkill for organizations that do not need all of its features. Additionally, Planview PPM Pro may not be as well-suited for organizations that have very specific project management needs and require a high level of customization. While the software does offer some customization options, it may not be as flexible as some organizations need.
Read full review Pros Integration with monitoring software like SolarWinds. where Remedy can transform notifications to work orders and assign to respective teams. Detailed Customization capability to fit the exact needs of the organization. Change management calendar, which integrates change orders from all organization departments and facilitates the scheduling process of project managers. It can be offered as a cloud-based service, where you don't need to worry about server maintenance or database backup. Read full review New request workflow/kanban board helps visualize where new requests are in the process of the quote to cash/request to completion The time tracking tool is tied directly to project tasks for seamless integration of time tracking, estimates, and actuals The reporting capabilities and ease of use has allowed us visibility to data that we never had before The tool is easily configurable by Administrators. We can add fields, change reports, add new dashboards within hours vs. days of trying to track things manually Read full review Cons The interface (ironically). My company has made an attempt to replace the "classic" Remedy interface with some more functional, modern, but Remedy set to a particular look and feel (and consequently, functionality) The API is hidden from the user: There exists an API for Remedy, that would make my job TONS easier, as I like to perform actions on Remedy in bulk (and therefore - programmatically). Exposing a user API is very much mainstream these days, so Remedy relying on its interface to perform ITIL is very limiting By extension- the result of Remedy's interface is that it becomes very "click-happy": little buttons, and links stuffed into every corner of the screen, with options API logically together. API is old, but it still feels very rushed. The primary tool for most of my ITIL operations is: searching. API of searching goes into finding assets, checking in equipment, finding users, tickets, etc. What Remedy could very much benefit from a "Google" -like interface Read full review The base API is not a REST based interface and is difficult to use for integration with other systems in the enterprise. The UI for the maintenance of the task schedule for projects can be a bit cumbersome , although the spreadsheet style editor helps somewhat. The Gantt view is not interactive. The workflow engine is designed only for initial project intake, and does not allow for an integration of the work flow with the project from start to end, so it can't be used for routing artifacts like change requests, ancillary project approvals, etc. Read full review Likelihood to Renew
We have been customers of BMC for well over 7 years now and our corporation is tightly integrated with BMC and multiple solutions they offer us.
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Because I never evaluated other tools, I would be open to considering others. Given our establishment with Innotas and the value it has provided us, separating from it would cause some organizational discomfort. However, if a tool existed with a more intuitive interface for manipulating the data and factors of projects and resources, I would be very interested.
Read full review Usability
At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.
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Still cumbersome in some areas. It really depends on the individual. I've seen very smart developers who get lost just managing tasks and logging time. Whereas others use the system with ease
Read full review Reliability and Availability
Innotas is very rarely down if at all.
Read full review Performance
interface and response is sluggish
Read full review Support Rating
The support is good in overall resolving the issues and even in the deployment phase. We are able to use it in production without any trained in-house engineer as the support team gets the job done. We can say that experts completed the deployment for us, and now it is functional.
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Their ability to assist and answer questions when needed is incredible. They create innovative ways to share information and help customers trouble shoot. I didn't give it a ten because I believe they could do a better job of personally reaching out to customers and providing improvement guidance based on where the customer is at and their needs at the time
Read full review In-Person Training
Tim Srjezter was an excellent trainer.
Read full review Implementation Rating
Satisfied because I didn't have to do it!
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It's been since 2009. A lot has changed. We have not grown as much as we could have because of executive backing.
Read full review Alternatives Considered
The decision to select BMC Remedy was made prior to my employment. We did conduct an RFC process for a new ITSM platform and BMC was considered but not selected. We looked at several platforms and ended up choosing Ivanti Service Desk (previously LANDESK) due to the features, ease of customization and price.
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Planview PPM Pro integrates all of the PM features of other applications and then adds features on top of them. Other applications tend to offer a solution around as single "need", forcing users to "build their own solution".
Read full review Scalability
Again, always room for improvement, but a very stable product none-the-less.
Read full review Return on Investment When I was in Management discussion calls, and all the team is happy while using BMC Remedy so I don't find any specific negative impact on our organization. I really enjoy Smart IT as the tool of choice for our incident management team. Visibility of tickets is key. All support staff users can see tickets in consoles they have access to. Read full review Planview PPM directs all the resources in the right channel, hence, credible performance. Planview PPM initiates proper time, and resource tracking and hence is friendly for company functions. Planview PPM is competent in managing diverse projects, and this offers highly sustainable business continuity. Read full review ScreenShots Planview PPM Pro Screenshots