BMC Remedy

(198)
3.5 out of 5 stars

BMC Remedy IT Service Management, now with Smart IT, revolutionizes enterprise service management. Delivered on-premises or in the cloud, Remedy ITSM is a configurable and extensible platform radically redesigned to meet the needs of any transformative IT organization.

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Showing 199 BMC Remedy reviews
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BMC Remedy review by <span>Michael B.</span>
Michael B.
Validated Reviewer
Verified Current User
Review Source

"Remedy with Smart IT "

What do you like best?

Remedy gives us a single place to track all incoming requests from users, has features to perform the quick creation of issues, integrates with other central services, and incorporates items like change management and asset management. Also, the ability to link various kinds of information together in the system is valuable (for example, issues related to changes, issues related to users/ devices, etc). API's are also available for use with other systems you may have.

What do you dislike?

There is a large amount of information available and sometimes it can be hard to report out on that data in any way other than the standard way. The development of their mobile solutions do not appear to be a priority and sometimes they have lingering issues with the newest releases of iOS and Android.

Recommendations to others considering the product

Like other software, if you are buying it for s specific reason think about what else you could incorporate into it to consolidate systems/ processes. For example, change management and asset management.

What business problems are you solving with the product? What benefits have you realized?

Tracking incidents, change management, and asset management. The ability to have all this information in one central place, all linked together, and available for different support groups to interact with has been the most valuable for how we use this software.

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BMC Remedy review by <span>Timothy S.</span>
Timothy S.
Validated Reviewer
Verified Current User
Review Source

"Advanced IT Service Management Solution"

What do you like best?

BMC Remedy makes it easier to follow up on incidents and change requests. I can check on the progress of an incident or change order and see its status, who is in charge and what approvals are still required. It also builds a knowledge base, where you can go back and check previous issues how they were resolved.

What do you dislike?

BMC Remedy interface has numerous options and tab. This makes it harder to navigate. We need to spend at least a day to train new personnel to get acquainted with the application.

Recommendations to others considering the product

BMC is providing free trails now, which I believe is a good opportunity to test the application.

We have Remedy cloud based. The application is reliable, secure and customizable.

What business problems are you solving with the product? What benefits have you realized?

After installing Remedy, the IT service has been more efficient. We have gained time in the approval process flow. The load was better distributed among the administrators, technicians, and engineers. We also had better insights and improved KPIs.

What Service Desk solution do you use?

Thanks for letting us know!
BMC Remedy review by <span>Lenny W.</span>
Lenny W.
Validated Reviewer
Review Source

"BMC ITSM, BMC Atrium CMDB, SRM, Smart Reporting, SmartIT, and Digital Workplace"

What do you like best?

The flexibility of the product. I have taught others, developed, administered and used the product for over 20 years. I have seen other products and still could not break away from BMC Remedy and what it has to offer. I love the product so much that I have co-founded the five years of WWRUG conferences, one year of T3-SMAC and now 2018's SMAC Conference (URL: https://www.smac-conference.com/).

What do you dislike?

Not much outside of more and more installation requirements are put into place because of added functionality with the web, cloud, and the standard API processes.

Recommendations to others considering the product

If you are looking for a great Change Management process, a break/fix system, a service catalog tracking system, or just something to keep up with all of the resources that one owns from start to finish, then BMC Remedy is the way to go.

What business problems are you solving with the product? What benefits have you realized?

If you know what you are doing in the tool then you know what you can gain from all of the applications. I train customers how to squeeze every ounce of data from the system in order to get the most out of the product for their dollars. Great product but you need to know how it ticks, how it needs to be fed the right amount of data, and how to minimize the applications by knowing your own processes to incorporate it.

BMC Remedy review by <span>Gustavo M.</span>
Gustavo M.
Validated Reviewer
Review Source

"Great tool but it needs to improve the speed of launching and working"

What do you like best?

I like the way it manages and shows the incidents.

I also like that is possible to arrange the incident tickets by date, by name, type, etc.

It has several items to follow up any incident (start date, update time, end date, binnacle space.

It is possible to know who received and handled the tickets for the first time.

It has a record of changes made in tickets,

What do you dislike?

The version I currently use doesn't have a row to attach any file, so it's very difficult to upload emails, pictures or some other supporting documents.

Sometimes it is slow, above all when you're trying to open a ticket to review its contents.

It's not so easy to recover the password when you forget it.

Recommendations to others considering the product

It's a very functional tool above all if it's used for following up incidents in IT industries.

What business problems are you solving with the product? What benefits have you realized?

The main problem is management of incidents reported by customers or internal incidents.

BMC Remedy review by <span>Leidy E.</span>
Leidy E.
Validated Reviewer
Review Source

"Incident management tool"

What do you like best?

This is an application that allows you to manage incidents, problem management, change management and knowledge base, asset management and administration of service agreements (SLAs) as well as the management of a CMDB (database for administration of configurations) in a single data model and with a single user interface.

What do you dislike?

It contains a lot of information when choosing the Items, to register the incident which is confusing. machines this should be improved to be more specific when starting to record the incidence.

Recommendations to others considering the product

As indicated, it is a tool which has the capacity to link diverse, and improves the attention times of incidence and give a more effective solution.

What business problems are you solving with the product? What benefits have you realized?

Guarantee the coverage of essential tasks such as incident and problem management, sorting them in such a way that it allows you to reduce the volume of incidents and speed up the resolution of problems.

BMC Remedy review by <span>Jothikumar J.</span>
Jothikumar J.
Validated Reviewer
Review Source

"Intelligent Ticketing Tool"

What do you like best?

The most effective feature I admire about this tool is it's seamless integration with PPT (People, Process & Technology). Astounding UI and user friendly layouts to carryout the tasks without any difficulty.

What do you dislike?

Almost nothing to go with a negative feedback.

Recommendations to others considering the product

Enterprise users without any second thought could deploy the BMC Remedy software for the business operations. The tool has a seamless integration with the help desk as well as the core team members.

Tool is outstanding with respect to its competition in the global arena. Has been well built and designed to handle the incident raised for the partner team, vendor management and also to provide a quick-wick solution for the ongoing business seamlessly.

What business problems are you solving with the product? What benefits have you realized?

1. Providing solutions for L1, L2 & L3 categories of SLA's.

2. Receiving the same from Help desk and allocating them to the consultants as per SLA's.

3. Prioritizing the same to meet the SLA's.

Kate from G2 Crowd

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