BMC Remedy

(191)
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.

Work for BMC Remedy?
Freshservice logo  enterprise it suites  2x

Learning about BMC Remedy?

We can help you find the solution that fits you best.

BMC Remedy Reviews

Ask BMC Remedy a Question
Write a Review
Filter Reviews
Filter Reviews
  • Ratings
  • Company Size
  • User Role
  • User Industry
  • For Category
Ratings
Company Size
User Role
User Industry
For Category
Showing 192 BMC Remedy reviews
LinkedIn Connections
BMC Remedy review by <span>Michael B.</span>
Michael B.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

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.

Sign in to G2 Crowd to see what your connections have to say about BMC Remedy
Headshots
BMC Remedy review by <span>Timothy S.</span>
Timothy S.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

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 Enterprise IT Management Suites solution do you use?

Thanks for letting us know!
BMC Remedy review by <span>Jothikumar J.</span>
Jothikumar J.
Validated Reviewer
Invitation from G2 Crowd
Reviewed On

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 <span>Anurag Y.</span>
Anurag Y.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

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 <span>Michael D.</span>
Michael D.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

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 <span>Nellie H.</span>
Nellie H.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

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.

Kate avatar
Kate from G2 Crowd

Learning about BMC Remedy?

I can help.
* We monitor all BMC Remedy reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.