BMC Remedy IT Service Management Software In-Depth Review

Having spent decades immersed in software tech, I've gained a keen understanding of what works and what doesn't. As we explore BMC Remedy IT service management together, I'll offer insights and details to help you decide if it aligns with your needs. Rest assured, you're in knowledgeable hands.

BMC Remedy Software Overview

BMC Remedy provides IT service management solutions. Its primary target is businesses needing to streamline IT service processes. The tool offers enhanced ITIL compliance, allowing businesses to align with IT service best practices. BMC Remedy addresses pain points such as inefficient workflows, lack of asset management, and inadequate change management. Among its standout features are automation, smart reporting, and a user-friendly interface that facilitates both end users and IT personnel.

Pros

• Automation: BMC Remedy integrates automation to simplify IT operations, reducing manual effort and increasing efficiency.
• Smart Reporting: The software's smart reporting tools provide in-depth insights, aiding in informed decision-making.
• User Experience: The tool is designed with end users in mind, offering intuitive self-service options and an enriched user experience.

Cons

• Pricing: Compared to competitors like ServiceNow, users often find the pricing structure of BMC Remedy a bit steep.
• Onboarding: While BMC Remedy has a robust set of features, some businesses find the onboarding process somewhat challenging.
• Integrations: While it supports major platforms like AWS and Salesforce, BMC Remedy sometimes lacks in seamless integration with some niche third-party tools.

Expert Opinion

In my assessment, BMC Remedy offers a robust suite of IT service management tools. While its pricing can be on the higher side compared to peers like ServiceNow, its functionality and adherence to ITIL standards set it apart. BMC's incorporation of automation is a game changer, simplifying complex IT processes.

Additionally, its BMC Helix ITSM offers both on-premise and SaaS deployment options, catering to varied business needs. In terms of user experience, the software ensures that end users have a seamless journey, especially with features like self-service and smart IT. However, in the realms of software development and integrations with platforms outside of the usual suspects like Salesforce or AWS, BMC Remedy might slightly lag. Ideally, businesses in sectors like telecommunications or healthcare, seeking scalability and effective IT asset and problem management, will find BMC Remedy particularly beneficial.

BMC Remedy: The Bottom Line

Unique in its approach, BMC Remedy, compared to other IT service management tools, offers a blend of automation and user-centric design. While many tools may provide ITIL compliance, BMC Remedy ensures that ITIL processes integrate seamlessly with business processes, evidenced in its modules and workflows.

Its asset management and change management systems stand out, enhancing the digital workplace experience. The software's self-service portal, coupled with its CMDB and help desk functionalities, ensures that both IT personnel and end users have a smooth experience.

BMC Remedy Deep Dive

In the world of IT service management, BMC Remedy has etched its name as a forerunner. With its extensive functionalities, it promises an enhanced user experience, streamlined workflows, and a comprehensive approach towards asset management. As we delve deeper into BMC Remedy, we'll evaluate its specifications, features, integrations, pricing, and its overall ease of use.

Product Specifications

1. Incident Management - Yes
2. Change Management - Yes
3. Problem Management - Yes
4. ITIL Compliance - Yes
5. Asset Management - Yes
6. Self-Service Portal - Yes
7. Knowledge Management - Yes
8. Configuration Management (CMDB) - Yes
9. Service Request Management - Yes
10. Workflow Automation - Yes
11. SLA Management - Yes
12. Service Desk Functionality - Yes
13. User-friendly Interface - Yes
14. On-premise Deployment - Yes
15. SaaS Deployment (like BMC Helix ITSM) - Yes
16. Smart Reporting - Yes
17. Help Desk Management - Yes
18. Scalability - Yes
19. End-to-end Service Management - Yes
20. Service Catalogue - Yes
21. Multi-channel Support - Yes
22. Project Management Integrations - No (specifically for remedy itsm)
23. CRM Integrations (like Salesforce) - Yes
24. User Reviews and Feedback System - Yes
25. Advanced Analytics - Yes

Feature Overview

1. Incident Management: BMC Remedy offers swift incident resolution, ensuring minimal disruptions.
2. Change Management: Streamlined processes facilitate controlled, efficient change implementations.
3. Asset Management: Comprehensive tracking and management of IT assets enhance operational efficiency.
4. Self-Service Portal: End users get a direct route to find solutions or raise tickets, empowering them to serve themselves.
5. Knowledge Management: Consolidated knowledge base aids faster issue resolutions.
6. Configuration Management (CMDB): A robust CMDB maintains intricate details of IT infrastructure.
7. Service Request Management: Users can easily request IT services, tools, or information.
8. Workflow Automation: This feature optimizes IT operations, cutting down manual tasks.
9. Smart Reporting: In-depth insights facilitate informed decision-making.
10. Scalability: BMC Remedy grows with businesses, adapting to changing needs.

Standout Functionality

1. Workflow Automation: While most ITSM tools offer automation, BMC Remedy's automation stands out with its depth, covering a broad spectrum of IT operations.
2. Self-Service Portal: BMC's self-service is particularly user-centric, providing end users a seamless experience seldom matched by competitors.
3. Smart Reporting: The granularity and clarity in BMC Remedy's reports make it distinct, ensuring businesses get actionable insights.

Integrations

BMC Remedy natively integrates with platforms like Salesforce and AWS, allowing businesses to streamline their operations further. They offer a robust API, enabling businesses to integrate other essential tools with ease. To augment its capabilities, BMC Remedy supports several add-ons, widening its range of services and functionalities.

BMC Remedy Pricing

Pricing upon request.

Ease of Use

Navigating BMC Remedy, I find its interface intuitively designed, catering to both IT personnel and end users. The onboarding process, though comprehensive due to its vast array of features, is structured, ensuring that users grasp the tool's essence. While its modules and workflows are logically organized, some users might find certain advanced functionalities, especially around configuration management and IT operations, a tad complex initially. However, with the user-friendly design, mastering these intricacies becomes manageable over time.

Customer Support

Navigating through BMC Remedy's customer support, I notice a breadth of resources that users can leverage. From extensive documentation and tutorials to live chats, BMC provides varied channels to address user concerns. While webinars enrich users with best practices and in-depth tool functionalities, their live chat feature ensures immediate assistance for pressing issues.

However, some users mention occasional delays in response times, especially during peak hours. Additionally, while the documentation is vast, finding specific answers can sometimes be akin to finding a needle in a haystack.

BMC Remedy Use Case

Who would be a good fit for BMC Remedy?

Having engaged with BMC Remedy, I observe that enterprises, especially those in healthcare, telecommunications, and software development sectors, benefit the most from its functionalities.

Large organizations with intricate IT operations and processes seem to be the most avid users, mainly due to the tool's robust modules, scalability, and end-to-end service management. It's particularly favored by teams that need automation in their workflows and a seamless service desk experience for their end users.

Who would be a bad fit for BMC Remedy?

While BMC Remedy shines in complex environments, smaller teams or startups might find it overwhelming. Businesses that have simple IT needs or lack the resources to fully leverage BMC Remedy's extensive features might not extract its full value.

I've also noticed that companies not inclined towards ITIL practices or those looking for just a basic help desk solution without the bells and whistles might find it too much to handle.

BMC Remedy FAQs

What is BMC Remedy's core functionality?

It's an IT service management tool designed to streamline IT operations, from incident management to change management and more.

Does BMC Remedy support both on-premise and SaaS deployments?

Yes, it offers both on-premise solutions as well as cloud solutions like BMC Helix ITSM.

Is BMC Remedy compliant with ITIL practices?

Yes, it adheres to ITIL standards, ensuring best practices in IT service management.

Can I automate workflows in BMC Remedy?

Absolutely, automation is one of its key features, streamlining business processes.

How user-friendly is BMC Remedy for end users?

BMC Remedy offers a self-service portal designed for ease of use, ensuring a smooth experience for end users.

Does BMC Remedy offer integrations with other tools like Salesforce?

Yes, it provides native integrations with platforms like Salesforce and AWS.

What industries does BMC Remedy cater to?

While it serves a variety of industries, it's particularly strong in healthcare, telecommunications, and software development sectors.

Is there a mobile version or app for BMC Remedy?

Yes, BMC Remedy offers mobile functionalities, ensuring IT service management on the go.

Alternatives to BMC Remedy

• ServiceNow: Often lauded for its modern interface and extensive service operations capabilities, making it a favorite for businesses prioritizing user experience.
• Remedyforce: Built on the Salesforce platform, it's ideal for those already using Salesforce products and looking for seamless integration.
• IBM Control Desk: Known for its strong incident and problem management features, it's a good fit for enterprises prioritizing these functionalities.

BMC Remedy Company Overview & History

BMC Software, the powerhouse behind BMC Remedy, is a global leader in software solutions. Enterprises across the spectrum, from telecommunications to healthcare, harness BMC's tools. As a public company, BMC's headquarters nestles in Houston, Texas.

Notable board members include Peter Leav and Bill Miller. Their mission statement revolves around providing innovative IT solutions to revolutionize business processes. Established in 1980, BMC has had a journey marked with innovation, from launching their flagship PATROL product to acquiring companies like BladeLogic and introducing BMC Helix ITSM, a SaaS solution.

Summary

Wrapping up our deep dive into BMC Remedy, it's evident that this IT service management tool is designed for scalability, functionality, and enhancing the user experience. Its robust features and modules make it apt for large organizations with intricate IT requirements.

However, its vastness might be overwhelming for smaller teams. We encourage you to share your experiences with BMC Remedy in the comments below. For more insights and reviews on various IT service management tools, do visit our software tools section.