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BMC Remedy

3.6
(218 reviews)

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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BMC Remedy review by Michael B.
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 Timothy S.
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 Chandra Vardhan M.
Chandra Vardhan M.
Validated Reviewer
Verified Current User
Review Source

"Good ticketing tool"

What do you like best?

Tracking and linking with multiple systems.. even this is tracked to SAP solution manager. So what ever the values in Solution manger are created then this is helpful.

What do you dislike?

Not so user friendly and should have good knowledge to understand the tool. Suppose if there is a save button then i need to keep on searching the save button where it is. So this is not helpful.

Recommendations to others considering the product

This is a good tool for ticket tracking. Have a good interlinking

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

Ticket tracking and change requests tracking . This is also linkigng be with solution manger . Also the CRQ and change management untill the maintainance part is completed this is better.

BMC Remedy review by Jimi N.
Jimi N.
Validated Reviewer
Verified Current User
Review Source

"The Remedy"

What do you like best?

It is a simple application, and with a fairly friendly graphical interface.

What do you dislike?

in certain moments the application has difficulties to update some other information.

Recommendations to others considering the product

It is a really useful tool that will make your life much easier, so you can take the help tables to another level taking advantage of the novel ways to keep your clients informed of what is happening in terms of their cases in management.

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

With this application is carried out the update of the tables of help of the company, in this they are updated as they go the cases that are managed and in this way the information is sent to the client so that they go giving an idea of ​​how the management goes of their cases.

BMC Remedy review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"La herramienta mas complenta para tu servicedesk"

What do you like best?

Lo mejor es que integra todos los procesos de ITIL en una sola herramienta, tienes gestion de problemas, gestión de cambios, gestión de la configuración, gestión de incidencias, gestión del conocimiento, un todo en uno integrado para el service desk.

Ademas su fácil uso para el servicedesk, para que gestione las incidencias, asociándolas a problemas comunes o a la base del conocimiento, para que el operador pueda resolver en un menor tiempo la incidencia o escalarla al nivel adecuado.

Por otro lado también cuenta la integración de informes en tiempo real Smart Reporting el cual ayuda a trabajar con la información que se reporta de la herramienta con gran flexibilidad.

What do you dislike?

La interfaz resulta poco amigable, y bastante tosca, es uno de los aspectos que deben de trabajar. El modulo de gestión del conocimiento, es muy básico y pobre, necesitaría un editor mas potente.

Necesitas una gran infraestructura para trabajar con la aplicación, no esta recomendada para organizaciones pequeñas.

Recommendations to others considering the product

Mejorar la interfaz, mejorar el modulo del conocimiento para poder ofrecer una mejor experiencia al tecnico. Mejorar el sistema de notificaciones para que sean mas agradables y vistosas para el usuario, ya que son en texto plano.

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

Hemos conseguido integrar todos los procesos de ITIL en la herramienta, ademas de los de la ISO 20000, consiguiendo así la certificación de calidad ISO 20000.

BMC Remedy review by Dorian Patricia T.
Dorian Patricia T.
Validated Reviewer
Review Source

"excellent tool to generate indicators. Little visually friendly and unfriendly for its navigability."

What do you like best?

It is a tool that can be adapted to the needs of the business, it is robust, it prints reports that facilitate audit work. It is a reliable and robust tool. Generates report number without saving changes, this allows improvement in response times, has the necessary capacity to attach evidence for optimal documentation.Generates report easily and accurately.The knowledge base allows sharing data about other experiences with other users.

What do you dislike?

It has an unfriendly interface which interferes with navigability. It has very high costs taking into account that there are zero cost applications that perform the same functions.

Recommendations to others considering the product

The primordial serial increase the storage capacity. Allows to attach more files to each bitacora would help with the correct documentation of cases and therefore facilitates all types of audits.

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

It is an application that generates a report in an easy and precise way which allows access to the information in a quick way and allows to speed up statistical tasks.

BMC Remedy review by Lenny W.
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 Gustavo M.
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 Leidy E.
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 Jothikumar J.
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.

BMC Remedy review by User in Telecommunications
User in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"Terrible Program"

What do you like best?

If I had to switch to another program to submit tickets or change orders, there is no way that it would be worse that BMC Remedy, so I feel prepared for anything now.

What do you dislike?

It is horrible. The absolute worst thing is that it will give you error messages when trying to submit a ticket, but not let you know what the error is. Instead is will just say something like: " Error 2334516" and you have to go back through the whole ticket to see what might be wrong.

It is not a user friendly program at all. It requires you to enter redundant information way too many times.

Recommendations to others considering the product

Find a more user friendly product. Your IT desk and customers will thank you.

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

I use this for submitting tickets to various departments as well as submitting charge requests for major projects.

BMC Remedy review by User
User
Validated Reviewer
Verified Current User
Review Source

"A quite flexible product, but irreplaceable"

What do you like best?

Remedy's modularity allows it to be implemented in a simple and practical way in different departments of the company. This is one of the most efficient product that I have had the pleasure to work with.

What do you dislike?

It is difficult to make the main platform to interact with other tools for, for example, intelligent reporting. It is complex and not easy to use, and its interface is not pleasant.

Recommendations to others considering the product

If it is the first development, you can consider another vendor. If it already exists in your company, it is almost impossible to move to another platform.

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

Our company is using BMC Remedy to manage Incidents (Tickets), Service Requests, Change Requests, Tasks, and Problems, and has allowed us to have a database on incidents with a great deal of information.

BMC Remedy review by Anurag Y.
Anurag Y.
Validated Reviewer
Verified Current User
Review Source

"Perfect tool for change management"

What do you like best?

Easy to use. Easy to learn. User friendly and flexible.

The PAC2000 requires developers to raise a Change request or a Work request and that is how a code is implemented into production and used by customers. Problem tickets also can be raised with this and can be assigned to people. it is a perfect tool for change management which describes high risk dates or lockdowns which could potentially impact an organisation . Hence we can make sure no code can go through during code freeze.

What do you dislike?

Can be complicated sometimes. Needs experience to handle. I had to get a knowledge transition in order to use this tool. As it was my first job and first time in corporate culture it took time for me to get accustomed to such new tools such as PAC2000 a.k.a BMC remedy tool. Also it requires a special security and compliance permissions in order to get through with an approval for requests which is frustrating. Also i was not able to attach any documents to the related items of a Change request when accessing from Citrix receiver. I was not able to make out the root cause of it but i got it installed on my Work station and thats when i was able to access it. Also for closing certain problem tickets there are way too many tabs to fill and close a certain problem ticket. Also

Recommendations to others considering the product

Would recommend 10/10.

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

There are many business problems that can be solved

BMC Remedy review by Michael D.
Michael D.
Validated Reviewer
Verified Current User
Review Source

"BMC Remedy Review"

What do you like best?

We use this product for Work order assignment and review. I like that it is available via a web portal so that our techs can be on site to get information about the work ticket and also search the knowledge base that we built, we are able to post "How to" document for all of our technicians in the field. Just incase the come across an issue that has been resolved in the past. This software can be modified to suit your environment.

What do you dislike?

Working on it from the technician side of the product, closing work order can sometime be a bit cumbersome. The work order screen are so packed with menus and tabs that some of the easy open, easy closed work orders take more time to complete than it should.

Recommendations to others considering the product

This is a very robust Suite and can cover many different aspects of ones environments.

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

One of the biggest problems we are solving with this product is the ability to have a mobile work force. Having the ability to login any time any where. We can now have real time reporting on work order information. Such as number of WO, Time to close, Wait time for response and that is just to name a few.

BMC Remedy review by Nellie H.
Nellie H.
Validated Reviewer
Verified Current User
Review Source

"Very Difficult to use"

What do you like best?

I suppose it is good for extracting reporting and dashboards on the data once it is there. Other than that there is nothing that I like about Remedy. The font is tiny and very hard to read.

What do you dislike?

Once again, the font is tiny and very hard to read. Sorting and drilling into data is impossible. The refresh feature does not work. Most of the formatting does not save with a template and needs to be inputted manually. Remote login is painful. The workflow emails sent are excessive and clog up with the inbox. It is not user friendly at all.

Recommendations to others considering the product

Would NOT recommend.

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

I have processed BW and other financial reporting for dashboards. The executive team relies on this information every month end.

BMC Remedy review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source

"Reasonably good tool for Incident/ Problem and Change Management"

What do you like best?

* Unified systems to manage Incidents, Problems, Change requests, Technical requests

* Ability to generate reports is in-built in the tool. Provides visibility in tracking tickets.

* Helps integrate Incidents and problems with Changes to be implemented

* Integration with other systems like Crystal Reports, etc is useful.

* Adheres to most of the ITIL principles which is good

* Implementation time are shorter as compared to other products.

What do you dislike?

* It takes longer to truely understand the usage of tool. Lot of training is required.

* Tool is not intuitive/ easy to use for beginners.

* CRQ creation is a cumbersome task. Editing CRQ already submitted is very time consuming affair. Errors shown are difficult to comprehend. Identifying and correcting mistakes is not easy.

* Customizing application is difficult at times

*

*

Recommendations to others considering the product

Without proper user training, adaption of this tool could be difficult. Follow a structure process while creating/ submitting requests via this tool as mistakes are not easy to rectify.

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

Issues associated with below are primarily resolved using BMC Remedy ITSM tool

* Service Request Management

* Change Management

* Incident/ Problem Management

Benefits:

* Effective Segregation of Incidents, Problems, Service Requests and Change requests for better management

* Provides visibility in to tracking and closing requests.

* Helps define and capture SLAs for each type of request.

BMC Remedy review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Does it's job well! Very "

What do you like best?

It's powerful and simple. Remedy isn't flashy. It doesn't have all the bells and whistles of some other systems. But it makes life easy! At my company we use Remedy for service requests. The tool makes this process simple and straightforward.

What do you dislike?

The User Interface is lacking somewhat in its design. I appreciate the simplicity of Remedy but feel like it could provide more in terms of user experience. It feels somewhat like I'm using a system that's maybe 5-7 years behind in terms of look and feel.

Recommendations to others considering the product

This is a solid product and something that we use everyday! It does it's job well!

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

Tracking and opening service requests. Remedy does a great job at this simple task. All service requests are initiated and closed in Remedy at our company. It's the one stop shop for entering and tracking requests.

BMC Remedy review by Pamela G.
Pamela G.
Validated Reviewer
Review Source

"BMC Remedy is a great business tool"

What do you like best?

Remedy is a great tool for the enterprise that can be configured to whatever needs the organization is looking for. Remedy is great for tracking changes and projects and had numerous features like methods to notify additional staff for approvals, areas to add comments and notes, and customizable drop down menus that can assist with eForms for whatever change request you are needing

What do you dislike?

Remedy can have a new and improvement interface. The interfaces seems a bit outdated and small to look at

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

Remedy is helping to solve business issues of proper documenting of changes and approvals. With remedy, everything is tracked in a centralized area and a use could see who previously approved something, notes, and more

BMC Remedy review by Jeff B.
Jeff B.
Validated Reviewer
Verified Current User
Review Source

"Old school tracking program that hasn't kept up with the times."

What do you like best?

It's a very simple interface, meaning no bells or whistles, and that makes it easy to pull out the information you want for individual users if you're targeting something specific. I've been using it for years, so it's relatively easy to navigate.

What do you dislike?

It's a very simple interface, meaning no bells or whistles, and that makes it a pain to work with information from more than one user. Aggregating data stored in Remedy is painstaking and brutally inefficient. I've been using it for years, so it makes me want to cry each time I have to open it and log in.

Recommendations to others considering the product

Please do your research on alternatives. Purchasing this solution is like purchasing a 1972 Gremlin. It's not going to last long without some serious upgrades, but you might be able to limp it around to and from work for a couple years before it finally gives up the ghost.

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

Trouble ticket management system. Benefits are that it is a central repository for tracking issues and recording important information. Overall, I would avoid this at all costs. The creators must change their software quickly if they want to keep up with the times.

BMC Remedy review by Ryan F.
Ryan F.
Validated Reviewer
Verified Current User
Review Source

"Great ticketing website"

What do you like best?

I like the user interface on the site a lot.

What do you dislike?

I don't like that it is a bit hard to learn. For example, some categories have a ... before them and you need to remember that when typing. Also, exclamation points are used before names.

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

We use this site to track our projects and assign them to workers. It works really well and we noticed a huge increase in productivity and we can assign projects to those who are best suited for them.

BMC Remedy review by Sunny S.
Sunny S.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Good experience but needs improvisation in the areas of User Interface an Complexity."

What do you like best?

Customization through shell scripting works great. This opens doors for automation. The regular update emails of the tickets is a big plus point.

What do you dislike?

Slow and complex UI makes it difficult to use. The complexity makes it overwhelming at the start.

Recommendations to others considering the product

It is a fair Tool to track incidents. Make sure that the resource gets a proper KT before starting to work on the tool.

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

I have been working on ticketing systems of various internal and external groups. Customization through shell scripting by querying through Powershell makes things easier for automation. Compatible with large number of database and operating system. Ease of replication due to different server option.

BMC Remedy review by Michael G.
Michael G.
Validated Reviewer
Verified Current User
Review Source

"Excellent Inventory & Ticketing System"

What do you like best?

I enjoy the convenience of accessing Remedy using the Web front end. Furthermore, no seperate client means one less thing to patch in our environment. Searches are easy to execute and report creation is very intuitive. Where I work, we use Remedy for hardware inventory (among other things) and have been able to clean our inventory up considerably by making key fields mandatory when new entires are created and/or when certain changes are made.

What do you dislike?

Although data can easily be exported from Remedy by creating reports, it would be nice if it were possible to export search results. I was also disappointed to find that there is no option to convert a search into a report (at least not one that I could find) and I have been unable to figure out how to schedule my reports to automatically run at intervals of my choosing with the reults either emailed or dumped to disk as a CSV.

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

At my workplace, Remedy is used to track hardware inventory and customer reported issues. Our hardware inventory is much more accurate than it was in the past due to mandatory fields and the abillity to generate reports. Issues are highly trackable in Remedy and it is easy to determine who is handling tickets, how quickly they are being resolved, and what was done to resolve them.

BMC Remedy review by Administrator
Administrator
Validated Reviewer
Review Source

"The Most complete IT Service Management Suite "

What do you like best?

It is the most complete tool I have used to manage incidents, problems, changes, and most ITIL processes.

Easy and agile use to generate ticket, manage problems, manage changes, manage CIs with the CMDB, job scheduling, real-time reports and a long ect offered by the BMC tool.

It allows you to modify it and adapt it to your needs and those of your service, modifying its forms or creating new forms.

What do you dislike?

The interface is unfriendly for both the user and the technician who uses the application, and forces you to use other BMC tools or develop your own to make it more user-friendly and user-friendly.

It is an infrastructure for large organizations, if you have a small organization it is better to use free software such as Mantis.

Recommendations to others considering the product

As I said before, if you have a small organization, maybe Remedy is too big for your organization, since Remedy needs a great IT infrastructure for its operation.

This needs to improve its reporting tool ("Smart Reporting") to make it more powerful, since sometimes it is very colorful, it needs to cross data from different tables and perform complex queries that the application does not support.

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

We can manage all ITIL processes from Remedy, measure them and process the information they provide to improve these processes.

BMC Remedy review by Zoltan L.
Zoltan L.
Validated Reviewer
Verified Current User
Review Source

"Not the faint of heart, but not a bad way to manage change and service incidents for a large firm"

What do you like best?

-The relative robustness of the service in that it doesn't matter whether you have 10 users or 1000 (like our clients), it serves up all modules with the same speed.

-Scaleability is very good with not much additional IT resources required for larger user-bases.

-Provides good long-term change and incident records for auditors to be able to trace the development and changes to the IT infrastructure of your business.

What do you dislike?

-Relatively steep learning curve for users at first

-Even steeper learning curve for administrators

-Limited customization and not much in the way of making it fit for existing processes of your organization.

-Definitely not the most state of the art solution, there are lighter-weight SaaS products out there

-Fickle with floating license keys for large user-base. Handing over keys between different user's sessions isn't entirely as robust as it should be.

Recommendations to others considering the product

Later version of Remedy are even harder to become used to than earlier ones, so see if you can try an older (still supported) version and get it at a discount for your company if it meets your requirements. Later versions allow plugins to AppDynamics to be implemented with BMC Remedy, but it is almost too much hassle to be worth it.

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

It allows us to have a decent way to monitor, schedule, and approve changes for the change management team and a good way to track incidents for the incident management team within the IT operations department.

BMC Remedy review by Shelby S.
Shelby S.
Validated Reviewer
Review Source

"Just started using this software. Seems very comprehensive so far."

What do you like best?

I like that it is a complex program, with a lot of customizable options. For our large company it fits all of our unique needs.

What do you dislike?

Extra Pop-up windows that are a new window totally. Would prefer not to have to go back or exit out of extra windows. Additionally sometimes the errors do not fully explain the issue.

Recommendations to others considering the product

I would say that it may take a little bit to get it set up for you specific needs, but once it is set up it is fairly easy to use.

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

Customer service support and overall problem management. It is very versatile and customizable. We are using this organization wide so our tickets and issues are in one place.

BMC Remedy review by Kelly D.
Kelly D.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Everyting You Need and Maybe More"

What do you like best?

Richness of the solution. There is prebuilt mechanisms to perform any function you would consider it the Service Management space, all you have to do is check boxes and add data such as your people, places, support groups, and your rules for when something like an approval or notification should happen. Once you've configured your business rules, all the engines/workflows are in place to management.

SmartIT is a big step in the right direction for the Support User. MyIT is coming along as a good front end.

What do you dislike?

Some of the more advanced configuration options are not well documented. This makes it hard for a novice to configure and may lead to a misunderstanding that the tool isn't working correctly, The product may be feature overload for a company that is not working to mature their processes.

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

One cohesive common system to manage all Service Management functions across a global enterprise.

BMC Remedy review by Mallesh K.
Mallesh K.
Validated Reviewer
Verified Current User
Review Source

"Remedy force Management"

What do you like best?

We are using remedy force for our ticketing system for salesforce technical related issues where as we are using salesforce cases for actual Aspect product based issues. I liked auto update the information in the ticket when we respond the email and looks and feel also really good. And also there are many different sections like Incident details, Clinet details, Staus details, Assignment details, date details so on which really looks good to there directly instead of searching with in whole page.

What do you dislike?

There is no advanced case management in remedy force like auto closer and escalation process where as we have in salesforce which i dont like.

Recommendations to others considering the product

I recommended salesforce case system but we already using salesforce case system for actual Aspect software product support services so we are using remedy force CPQ related issues and other technical issues. SO i dont recommend this BMC remedy as we have salesforce case system which has more advanced features.

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

I am solving all kind of Apttus CPQ issues for our business and enhancing our CPQ solutions.

I can track all issues with in remedy force and i can differentiate the issues and enhancements in remedy force with different categories.

BMC Remedy review by Jim C.
Jim C.
Validated Reviewer
Verified Current User
Review Source

"BMC Remedy 9.1 Comes of Age"

What do you like best?

They have modernized the user interface using a intuitive persona based approach for support personnel (SmartIT). On the customer side a similar approach in UI was used which makes it easier for customers to find what they need. Both UIs are now mobile friendly as well. On the integration side, the implementation of the REST api has simplified integration to other systems as well as many of our processes that need to create support incidents programmatically.

What do you dislike?

They are still challenged in the area of QA and partnering with their customers when defects are found in the product. It is getting better, but still could use some work.

Recommendations to others considering the product

Use the 80/20 rule. It does meet most needs, however you will spend 80% of your time reaching the last 20% of your needs if you let it. Think outside the box and use integrations.

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

Service Desk, Change Management, Problem Management, Service Request, Inventory/CMDB

BMC Remedy review by Jonathan K.
Jonathan K.
Validated Reviewer
Verified Current User
Review Source

"A Go-To System for Many Roles"

What do you like best?

How well everything is integrated into a rather basic looking interface and yet it's very powerful in what all this program can do!

What do you dislike?

The version we have deployed in my company could use a general facelift to the interface for a more modern appearance but I am sure that more updated versions have received that.

Recommendations to others considering the product

I have used this in a number of technical support and administrative positions throughout my career. BMC Remedy seems to have a nice user base established with many well known enterprise organizations. If you want to purchase one of the most widely used applications with experience that will easily transfer to almost anywhere you should strongly consider BMC Remedy for your needs.

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

We used it for almost everything related to enterprise ticket management, change management, trouble tickets, network management, escalations tracking and general customer record keeping.

The benefits we realized is that once you have been trained in how to use it, most of the different sections or features (tabs) work in a similar way with many common commands shared throughout when applicable.

BMC Remedy review by Anuj A.
Anuj A.
Validated Reviewer
Review Source

"Super Easy to use"

What do you like best?

I have been using the tool for more than 7 years and super easy to use. You can easily fetch the information you want for every aspect. Be it Incident Mangement, request management. tracking, CMDB, customer profiles, problem management it will fit your needs.

What do you dislike?

Sometimes I feel it become slow after uses. I am not aware if it's recommended way or not but I usually archive data after a particular period of time and then it runs much faster. Also, Search needs to be improved.

Recommendations to others considering the product

There are other tools available in the market which are quick competitive and cheap. They provide all the functionality and much more responsive and cloud based.

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

Service Desk, Incident Management, Change Management, Problem Management, Service Request, Customer Information Management, CMDB. For example, I also liked the product from Swift Alm like Digite.

BMC Remedy review by User in Industrial Automation
User in Industrial Automation
Validated Reviewer
Verified Current User
Review Source

"BMC Remedy"

What do you like best?

BMC Remedy simplifies incident and change management. I can check on the progress of an incident or change order and see its status quickly, who is in charge and what approvals are still required. It also has a great knowledge base, where you can check knowledge relationship to previous incidents, etc.

What do you dislike?

BMC Remedy interface has numerous options and tabs which makes it difficult 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

Review lower cost options first

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

Our IT service has been more efficient and Customer Experience improved. Reduced overall approval process time. We also had better insight with Service Level Management (SLM) improving our SLA's / KPI's

BMC Remedy review by User
User
Validated Reviewer
Verified Current User
Review Source

"Quick way of reporting "

What do you like best?

It's easy to report any problem to our Help Desk service, they receive the incident and start the workflow until the problem has been finally solved.

What do you dislike?

If a problem is not solved, I don't get any reminder that I still have a pending issue. Then, if it wasn't an important issue I don't remember it again until I have that same problem again, and it's a bit a waste of time on my side.

Recommendations to others considering the product

BMC Remedy is a software easy to configure and to use.

Services can be categorised by anything you deem necessary in your company and users can be assigned different roles depending on the way they interact with the program.

Reports can be downladed and see a lot of statistics.

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

You don't have to go personally to the technicians in order to solve an IT problem. Also, they get to have a report of any incident that has occured in the company and can be sorted.

BMC Remedy review by Matt O.
Matt O.
Validated Reviewer
Review Source

"Used for years but migrating to a different product"

What do you like best?

It has served our needs for years but we have migrated to another product because of the difficulty to upgrade our customized version

What do you dislike?

We have customized the application and it was difficult to do and it made the software un-supportable. This has caused us major problems and we have had to migrate to a new platform.

Recommendations to others considering the product

Our version is not current, but we had issues updating the product due to customization; so it was not without effort or lack of trying.This product makes customization difficult and you could limit your upgrade path in the future, Be aware of how you modify the product

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

We currently only use it for Change Management. Our solution is basic and out-dated, but it does allow us to process changes

BMC Remedy review by Mohit S.
Mohit S.
Validated Reviewer
Verified Current User
Review Source

"It's no a remedy to our needs"

What do you like best?

It's ok for reporting and dashboards on the data once it is there. Other than that there is nothing that I like about Remedy. The font is tiny and very hard to read. It does not work with all browsers.

What do you dislike?

The font is tiny and very hard to read. It does not work with all browsers. It's is not at all intuitive.

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

Ticketing system.

BMC Remedy review by Hugo A.
Hugo A.
Validated Reviewer
Verified Current User
Review Source

"Great for support tickets management, slow as a turtle!"

What do you like best?

great way to organize the panels to have a better performance as a support agent

What do you dislike?

it can get too slow, in average it takes 5 - 10 seconds to load after every click, some processes take way more. Plus, there are some huge bugs that can affect the SLA of agents

Recommendations to others considering the product

Probably a great option if you don't want to start a huge development project for a new ticket management tool

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

a great benefit is the reports feature

BMC Remedy review by Shaun S.
Shaun S.
Validated Reviewer
Verified Current User
Review Source

"Remedy Review"

What do you like best?

I love how easy it is to make anything meet your requirements in Remedy. Either customizing something that was OOTB or just creating something unique and integrating it. The product makes life very easy for our users.

What do you dislike?

The old clunky look and feel of the mid tiers, SmartIT/MyIT is changing that but its a long way to go before we can move away from the traditional forms.

Recommendations to others considering the product

Its a great product, cost used to be a factor but it is now dropping in price making it a really good choice for medium to large business. I think it may have a little way to go for the smaller businesses.

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

Service delivery to our customers and working with multiple teams. Keeping your applications as server side as possible will help with this.

BMC Remedy review by Shivakumar G.
Shivakumar G.
Validated Reviewer
Review Source

"BMC Remedy Review_Shivakumar"

What do you like best?

User friendly, Tab management of issues is a good functionality. Pulling reports helps a lot to keep track of issues to set priority of resolving issues and reporting also helps to distribution work across the team. and I like the two part system, upper half has your tickets and lower half has all the tickets (associated to you) assigned to the groups. I like the Change management Console tab too (to keep track of the change controls).

What do you dislike?

Can work on improvising the UI. Keep up the good work!

Recommendations to others considering the product

Very good product for any Organization/User to keep track of their records in terms of issues management!

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

Health care IT issues management and Reports distributions. Keeping the documentations clear and concise!

BMC Remedy review by Administrator in Telecommunications
Administrator in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"Easy to Use and Administer"

What do you like best?

This is a straight forward ticketing system that is easy to setup and administer. The features offer all the search and support capabilities you could want.

What do you dislike?

The interface is a little "old-fashioned" and does not have all the best bells and whistles as far as visual appeal. However, don't let that stop you from using this software. It offers great search features, email notifications, etc.

Recommendations to others considering the product

Great product to use for a ticketing system. Easy for users and administrators.

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

This is a great ticketing system for any internal or external ticketing processes you might have. Easy for users to submit a ticket and easy to administer.

BMC Remedy review by User
User
Validated Reviewer
Review Source

"BMC Remedy"

What do you like best?

Remedy is great because it can make a single destination to track all the data from multiple users and perform quick customer service. The availabilty of the software to bridge different information systems is valuable and the API’s are available for you to make this more friendly with other systems.

What do you dislike?

The learning curve for the software is definitely not desireable and the fact that the report handout is hard to understand which is not a good outcome. The mobile solutions are not a priority and we have not seen an update but definitely look forward to the updates in the future.

Recommendations to others considering the product

Defintiely a product worth buying

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

Tracking assest, understanding changes, and flagging incidents. We have the ability to do this all at one place.

BMC Remedy review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"PK's BMC Remedy REview"

What do you like best?

I like the fact that Remedy's UI is concise but relays an abundance of information. The tabbed view of information pertaining to an incident can be very helpful without actually taking me to a different page or having to scroll a lot.

What do you dislike?

The UI feels older and can definitely be updated. The tabbed view can also result in a busy UI that will have me clicking on all the tabs without reading their title in order to find one datapoint I want.

Recommendations to others considering the product

There is a back-end to Remedy called OPAS Explorer. I'm not sure if it comes bundled with Remedy but this allows for a SQL connection to Remedy's Incident data which can translate to reporting benefits such as Incident tracking in Tableau or query-able data.

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

Incidents are a big part of my team's operations. Incidents are how problems and defects are identified and tracked. Remedy allows for a very quick search using an Incident ID for all the information associated with that Incident.

BMC Remedy review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source

"Remedy to create changes"

What do you like best?

I have been using remedy for past 2 years and its easy to learn.you just have to know the template of the group whom you have to assign the task. it also has template defined task for the teams to be assigned via active directory group. You can also copy an existing change and push it to next stage which saves a lot of time in drafting new one. You can create work orders,incident and CRQ's for different teams in remedy.

What do you dislike?

The only thing i dislike in remedy it the site uses cache memory and if you are using it on a particular browser for long time, then sometimes it wont work for you until you clear you cache memory and close the browser and reopen it to make it work smoothly again.

Recommendations to others considering the product

Use it as its easy to use and has great benefits to mange change controls in your office.

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

I am working for Walmart and using remedy. All the changes that goes for my project in Walmart have to be approved via CRQ,incidents created in remedy. this helps us in keeping track of what changes went into which production servers.

BMC Remedy review by User in Transportation/Trucking/Railroad
User in Transportation/Trucking/Railroad
Validated Reviewer
Verified Current User
Review Source

"Using it for managing my teams work tickets "

What do you like best?

Easy to track and manage work tickets. The software allows my team to check/update any work tickets assigned to us and also forward tickets to users with resolution.

What do you dislike?

UI screen needs a lot of improvements, it is sometimes hard to refresh or reload the ticket when you attach a file or screen shot. Also, creating templates is not as straight forward as it should be.

Recommendations to others considering the product

I would use the template based designs for tickets/incidents for tickets assigned to your team.

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

Stream lining creating incidents and resolution with business visibility. Tickets can be searched for by user or assigned to. The features are there if you know how to use it.

BMC Remedy review by Antonio L.
Antonio L.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"BMC Remedy"

What do you like best?

Tener centralizado todas las incidencias de los usuarios asi como el stock de la empresa

What do you dislike?

La lentitud de la herramienta al hacer informes densos

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

Para mi trabajo es muy importante ya que se reciben todas las incidencias de los usuarios a traves de esta aplicacion

BMC Remedy review by Shvetha S.
Shvetha S.
Validated Reviewer
Review Source

"A simple change management tool"

What do you like best?

It has a simple interface.Easy to navigate around.We can access it via a web portal which makes it all the more easy and Id say more accessible anytime anywhere.You can trace the change easily which is a huge plus unlike some complex interfaces.

What do you dislike?

At times if we have a complex process i.e dealing with multiple user information can get a bit tedious.I wish I could export search results too since i always had a problem of copying and pasting stuff which was annoying.

Recommendations to others considering the product

It your change management process is not too complex, this too would be good for you.I haven't personally experienced it, but i heard the tech support is good.

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

Used it to take and manage changes in our system.

BMC Remedy review by Consultant
Consultant
Validated Reviewer
Review Source

"BMC Remedy is intuitive and sensible"

What do you like best?

I have found Remedy to be-By far-The easiest and most "common sense" ticketing system. We used it for both incident & change tickets and compared to something like Service Now-Which I found incredibly clumsy and not at all intuitive-Remedy is great and easy and quick for the team to add codes-Or make quick changes on the back end to simplify & expedite things on the front end

What do you dislike?

Not much-Things can always be steamlined-But, nothing specific

Recommendations to others considering the product

I would definitely suggest Remedy over some of the other ticketing SW out there. It seems to work well in a large environment

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

It is used for submitting both incident tickets & change tickets for project management-The benefits are what I have mentioned-This tool is so much easier-which makes it quicker to properly submit a change ticket for projects

BMC Remedy review by Brendan W.
Brendan W.
Validated Reviewer
Review Source

"Very useful tool"

What do you like best?

I like BMC Remedy. It’s been very useful for me as a ticketing system. Honestly l, it may be more robust than I even need. There are cool little scripts you can write to streamline some processes.

What do you dislike?

Perhaps it could be a little prettier, sleeker, and graphical. However, that would probably bog performance.

Recommendations to others considering the product

Give it a shot. Couldn’t hurt.

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

I solve end user problems with technology. Tickets are assigned to me and then I close them out when fixed. The benefit is remembering everything in my workload and being able to make notes.

BMC Remedy review by Ken B.
Ken B.
Validated Reviewer
Review Source

"BMC Remedy 8"

What do you like best?

It is a great tool fro tracking calls and problems that can be accessed when needed. It is good that it sends our customer an email with their Remedy ticket number for their reference.

What do you dislike?

That it seems to hang when you are using it and it runs slow a lot of time on our Network impacting the speed of creating the ticket in order to move to our next call.

Recommendations to others considering the product

I would suggest to make sure it will run smoothly on your network and to make sure you are able to get the tech support as quick as possible when you need to use it.

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

Our in house Remedy is constantly tweaking the system in order to get maximum benefit from the software and to make it more reliable. The tweaking is helping out as far as being slow on the Network but stil has a ways to go before being stable.

BMC Remedy review by David M.
David M.
Validated Reviewer
Verified Current User
Review Source

"Herramienta de ticketing "

What do you like best?

Asignar incidencias a un departamento concreto para el tratado más rápido de la misma.

What do you dislike?

Tarda bastante en sacar los reportes de los inventarios.

Recommendations to others considering the product

danip_@hotmail.com

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

Se resuelven incidencias con esta herramienta y se genera una base de datos con todas ellas, para consultarlas en un futuro.

BMC Remedy review by User in Hospital & Health Care
User in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"Great tool for helpdesk and tracking issues"

What do you like best?

This is very helpful for tracking issues and change management. It helps to make sure the right people are handling problems and it helps to prioritize those problems.

What do you dislike?

The user interface is a little clunky. Sometimes when updating a ticket, some fields are locked until you manually save the ticket.

I found that it was not that intuitive to learn; it took a little while to get the hang of it.

Recommendations to others considering the product

BMC, while a little clunky and not aesthetically pleasing gets the job done in our IT department. It serves its purpose for issue tracking and change management.

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

I use BMC as an applications analyst. It is used to track and prioritize customer issues, track and prioritize optimization requests, and change management. In such a large organization, it is crucial to keep management and different departments aware of what is going on, and this helps a lot.

BMC Remedy review by Kenneth P.
Kenneth P.
Validated Reviewer
Review Source

"Change management in a box"

What do you like best?

I like that all of the incidents, change requests, and requests are all in one location. This makes it easy for upper management to see everything that is going on in the environment.

Also BMC remedy has a very robust reporting system. This makes reporting on tickets and ticket times a straight forward process that management loves to see.

What do you dislike?

I dislike that all of the changes/incidents/requests all look similar. At quick glance is not easily to tell the tickets apart from one another.

Recommendations to others considering the product

BMC is an all in one ticketing system product with robust reporting. After getting an understanding of the UI, the console is responsive and quick.

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

We used BMC remedy as an all in one for ticketing and change management system. This helped streamline tickets from the helpdesk up to the engineers. This also help collaborate teamwork between all of the teams in the corporation.

Kate from G2 Crowd

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BMC Remedy
3.6
(218 reviews)