BMC Remedy- an efficient,mature and capable service management solution
February 23, 2019
BMC Remedy- an efficient,mature and capable service management solution
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with BMC Remedy
At the organization I work for, BMC Remedy is primarily used by the Division of Information Technology. The main usage scenario is incident management, work orders, and change requests. Remedy facilitates the flow of approvals through the organization hierarchy. Remedy integrates the change management calendar and workforce load. KPI (key performance indicators) are easily exported from the Remedy system.
The system includes a notification system to issue email and SMS alerts based on the level of criticality. We integrated Remedy with other IT monitoring system, where alerts are translated to work orders and assigned to the specific team.
The system includes a notification system to issue email and SMS alerts based on the level of criticality. We integrated Remedy with other IT monitoring system, where alerts are translated to work orders and assigned to the specific team.
- 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.
- Customization can be lengthy due to the numerous features included in the software.
- New staff members require some sort of hands-on training to get to know all the use capabilities.
- The analytics can be improved to include forecasts and trend analysis.
- Expensive compared to competitors.
- With the KPIs exported and reviewed semi-annually or quarterly the management can spot and attend to root causes affecting operations.
- No more missed or forgotten tickets for work orders by the team - increased efficiency and performance.
- Approvals hierarchy enforces controlled change management and responsible actions.
I believe Remedy's performance and market share exceeds its competitors. But it is worth mentioning that Microsoft's SCCM has excellent integration with Microsoft enterprise solutions and has is less expensive and not efficient.
The IBM solution has better analytics but lacks the wide features and capabilities of Remedy. HP & CA are the real competitors for Remedy but lacks the stability, maturity, and effectiveness in Remedy.
The IBM solution has better analytics but lacks the wide features and capabilities of Remedy. HP & CA are the real competitors for Remedy but lacks the stability, maturity, and effectiveness in Remedy.