What users are saying about
Top Rated
128 Ratings
Top Rated
128 Ratings
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Score 7.7 out of 101

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Likelihood to Recommend

BMC Remedy

The product is actually quite flexible. This can provide many benefits to multi-site organizations where communication can be a challenge. We have many departments in our company which are using this BMC Remedy with positive feedback
Mallesh Kanakam profile photo

Feature Rating Comparison

Incident and problem management

BMC Remedy
7.2
Organize and prioritize service tickets
BMC Remedy
7.9
Expert directory
BMC Remedy
7.7
Service restoration
BMC Remedy
8.3
Self-service tools
BMC Remedy
6.7
Subscription-based notifications
BMC Remedy
6.6
ITSM collaboration and documentation
BMC Remedy
7.0
ITSM reports and dashboards
BMC Remedy
6.7

ITSM asset management

BMC Remedy
7.8
Configuration mangement
BMC Remedy
8.0
Asset management dashboard
BMC Remedy
8.1
Policy and contract enforcement
BMC Remedy
7.4

Change management

BMC Remedy
7.5
Change requests repository
BMC Remedy
7.4
Change calendar
BMC Remedy
7.8
Service-level management
BMC Remedy
7.4

Pros

  • I like the auto update, the information in the ticket when we respond to the email looks and feels really good. And there are many different sections like, Incident details, Client details, Status details, Assignment details, date details and so on, which you can go to directly instead of searching within the whole page.
  • It is easy to implement our business requirements In BMC Remedy.
  • On the integration side, the implementation of the REST api has simplified integration to other systems like Salesforce CRM and Apttus CPQ...
Mallesh Kanakam profile photo

Cons

  • There is no advanced case management in BMC Remedy IT Service Management Suite, like auto closer and escalation process like we have in Salesforce, which needs to improve.
  • BMC Remedy IT Service Management Suite is missing some key features that would make life easier, such as being able to more easily copy tickets and search for tickets.
  • Technology is slow.
Mallesh Kanakam profile photo

Likelihood to Renew

BMC Remedy7.8
Based on 4 answers
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.
Shayne Froelich profile photo

Usability

BMC Remedy6.5
Based on 3 answers
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.
Lee Cullom profile photo

Support

BMC Remedy7.3
Based on 4 answers
BMC has transitioned their support model many times. From off-shore to hybrid off-shore... to now which is channel/hybrid off-shore. If you want high-quality support for BMC Remedy products, you must go through a partner, preferably Rapid Technologies.
Lee Cullom profile photo

Implementation

BMC Remedy6.6
Based on 2 answers
Satisfied because I didn't have to do it!
Travis Sirmon profile photo

Alternatives Considered

I used Salesforce case Management system which is a powerful tool where we can automate many things that we can't do in BMC Remedy. I do suggest to introduce Escalation Management system within BMC remedy so that most of the clients might utilize. I haven't used any other tools which will track the incidents or tickets.
Mallesh Kanakam profile photo

Scalability

BMC Remedy8.0
Based on 1 answer
Again, always room for improvement, but a very stable product none-the-less.
Travis Sirmon profile photo

Return on Investment

  • Identifying trends quickly is a big deal and gets people back to work quickly.
  • The identifying trends is a big deal but it's useless if you do not have the capability to notify support staff. BMC/Remedy/ITSM has a very reliable notification system and is very customization.
  • The fact that BMC/Remedy/ITSM is customized for every need and is able to create standalone applications, helps ROI.
  • I have seen companies and the government spend millions of dollars on applications for very specify jobs, that BMC/Remedy/ITSM could do by customizing ITSM or creating a standalone Remedy application at a fraction of the cost. Plus there is no need to pay for support for the other application.
Martin Rockwell &quot;Rocky&quot; profile photo

Pricing Details

BMC Remedy

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details