BMC Remedy: trusted software for 10 years
Anonymous | TrustRadius Reviewer
July 11, 2016

BMC Remedy: trusted software for 10 years

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with BMC Remedy IT Service Management Suite

BMC Remedy IT Service Management Suite is being used internally at Accenture and to support many of our clients and client engagements. Remedy provides an out of box ready to use ITIL framework that can be adapted to your organization's business process through configuration.
  • Allows us to support multiple clients in a multi-tenant instance.
  • Ties together the ITIL process across multiple process areas.
  • Robust capability to ingest and configure configuration items in the CMDB.
  • Some features like Drift Management were not fully functional as expected.
  • The ability to support client specific customizations is limited.
  • The upgrade process is complex.
  • We have been able to run a successful outsourcing business on BMC Remedy approaching 10 years.
  • Our recovery model and mutually beneficial license agreement with BMC allowed us to fund other work.
  • The upgrade process was complex and expensive.
BMC Remedy is a more mature product with more complex and business savvy features built into the platform. BMC has been an outstanding business partner and has taken the time to understand our business. They are a trusted IT partner. ServiceNow has the advantage of being a PaaS which relieves the cost and complexity of upgrading.
BMC Remedy has served us extremely well over 10 years in support of a comprehensive end to end ITIL process including Incident, Problem, Change, and Configuration Management. Our clients were generally pleased with the functionality and performance. We were able to customize the software as required over the years to meet our client requirements. We were especially impressed with the CMDB and Reconciliation engine. I consider them to be best in class.

BMC Helix ITSM (Remedy) Feature Ratings

Organize and prioritize service tickets
10
Expert directory
4
Service restoration
6
Self-service tools
6
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
7
Configuration mangement
10
Asset management dashboard
8
Policy and contract enforcement
Not Rated
Change requests repository
9
Change calendar
8
Service-level management
9