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87 Total Reviews
2 Stars 3 Stars 4 Stars 5 Stars BMC Analytics for Business Service Management BMC Dashboards for Business Service Management BMC Discovery BMC ProactiveNet Performance Management FootPrints Remedy ITSM Suite Remedy Incident Management Remedyforce Track-It! CIO Other CxO Applications Data and Analytics Enterprise Architecture and Technology Innovation Infrastructure and Operations Program and Portfolio Management Security and Risk Management Supply Chain Consultant Knowledge Specialist Analyst Communications Construction Education Energy and Utilities Finance Government Healthcare Manufacturing Media Miscellaneous Retail Services Transportation <50M USD 50M - 250M USD 250M - 500M USD 500M - 1B USD 1B - 3B USD 3B - 10B USD 10B - 30B USD 30B + USD Gov't/PS/ED <5,000 Employees Gov't/PS/ED 5,000 - 50,000 Employees Active Filters: 2 Stars 3 Stars 4 Stars 5 Stars BMC Analytics for Business Service Management BMC Dashboards for Business Service Management BMC Discovery BMC ProactiveNet Performance Management FootPrints Remedy ITSM Suite Remedy Incident Management Remedyforce Track-It! CIO Other CxO Applications Data and Analytics Enterprise Architecture and Technology Innovation Infrastructure and Operations Program and Portfolio Management Security and Risk Management Supply Chain Consultant Knowledge Specialist Analyst Communications Construction Education Energy and Utilities Finance Government Healthcare Manufacturing Media Miscellaneous Retail Services Transportation <50M USD 50M - 250M USD 250M - 500M USD 500M - 1B USD 1B - 3B USD 3B - 10B USD 10B - 30B USD 30B + USD Gov't/PS/ED <5,000 Employees Gov't/PS/ED 5,000 - 50,000 Employees
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  • 3 out of 5.0, Reviewed

    Product(s): Track-It!

    Effective ticket management

    Overall Comment

    We haven't worked with the vendor since 2004, when it was owned by Intuit.

    What one piece of advice would you give other prospective customers?

    Use the tool as it was designed. Be wary of the search functionality (simply keyword).

    What do you like most about the product or service?

    It was relatively quick and light.

    What do you dislike most about the product?

    Searching.

    What one thing do you wish the vendor did differently?

    Make it more customizable.

    If you could start over, what would your organization do differently?

    Stay on the upgrade path from the beginning and use the tool as it was designed.

    Integration & Deployment - Overall comment

    Upgrading to version 9 from 6 required upgrading to version 7, then the service packs, then 8, then the servic packs, then 9, then the service packs.


  • 4 out of 5.0, Reviewed

    Product(s): Remedy Incident Management

    Stable and user oriented

    Overall Comment

    Stable platform Granular data (user report/statistics)

    What do you like most about the product or service?

    Stability Lots of flexibility in producing reports and analysing data.

    What do you dislike most about the product?

    Lots of details/fields to enter.


  • 3 out of 5.0, Reviewed

    Product(s): Remedyforce

    Look at all the options

    Overall Comment

    The vendor did not understand the product completely

    What one piece of advice would you give other prospective customers?

    Have a soilkd process in place before automation

    What do you like most about the product or service?

    easy to maitian and support

    What do you dislike most about the product?

    limited scalability

    What one thing do you wish the vendor did differently?

    Introduce all the risks and obsatcles for customization to the tool

    If you could start over, what would your organization do differently?

    Take more time to evaluate other choices


  • 3 out of 5.0, Reviewed

    Product(s): FootPrints

    Finicky product that is not easy to customize

    Overall Comment

    There have been several misunderstanings in terms of licensing. There are also many drawback to the upgrade process for us, so every major upgrade ends up taking a lot of resources and ut a major project. Overall, I doubt I'd choose this product. It has requires many man hours.

    What one piece of advice would you give other prospective customers?

    Make sure everything that has been negotiagted is in writing.

    What do you dislike most about the product?

    The upgrade process is convoluted and there are so many things that don't get carried forward between versoins that upgrading is risky. I'd like to see a process that is straight forward and implents new funstionality while perserving backwards compataility.

    What one thing do you wish the vendor did differently?

    Customer service doesn't provide service so much as a run around. I call only when I need to get soething taken care of quickly, it can takes hours to get someone to actually walk through the issue and soulution.


  • 3 out of 5.0, Reviewed

    Product(s): FootPrints

    Reasonable cost but there are better products out there.

    Overall Comment

    Many issues with the UI and poor layout. Not easy to update/Maintain.

    What one piece of advice would you give other prospective customers?

    It does work but there are better products out there. Our decision was based on price and integrattion with ADDM but the support they are giving footprints seems to be lacking.

    What do you like most about the product or service?

    It is stable.

    What do you dislike most about the product?

    the interface and the buggyness

    What one thing do you wish the vendor did differently?

    Have better support for the product.

    If you could start over, what would your organization do differently?

    Choose a different product.


  • 4 out of 5.0, Reviewed

    Product(s): Remedy Incident Management, Remedyforce

    Good product, better customer service

    Overall Comment

    Quick and reliable service, experts availible at most times.

    What one piece of advice would you give other prospective customers?

    Always build with upscaling in mind.

    If you could start over, what would your organization do differently?

    Formulate future requirements more detailed


  • 3 out of 5.0, Reviewed

    Product(s): FootPrints

    Good at basics needs. Need more? Go for Remedy

    Overall Comment

    Good tool to manage the company ticketing. Be careful with your integration needs between differente process or areas: not everything is possible and there is no good synchronization mechanisims between tickets or group of tickes. The reporting module needs improvement. Staticstics and it's representation is poor. We use to export all data to an execl shhet and work on it. Also the interface needs a new look and feel according to modern designs.

    What one piece of advice would you give other prospective customers?

    If you're planning to manage srervice catalog or CMDB consider going for Remedy or other

    What do you like most about the product or service?

    Simplicity of use.

    What do you dislike most about the product?

    Interfaces, look & feel. Also the way of tickets integration is somehow annoying

    What one thing do you wish the vendor did differently?

    Improve look & feel

    If you could start over, what would your organization do differently?

    Asses future usage and implementation needs


  • 4 out of 5.0, Reviewed

    Product(s): Remedy ITSM Suite

    easy and smooth implementation and transition from old system

    Overall Comment

    Vendor was clearly understanding the requierments and needs we were looking for.

    What one piece of advice would you give other prospective customers?

    research ahed way befor the palnned change.

    What do you like most about the product or service?

    how easy it is for end users, and for back office engineers, spacilly with the dashboard and the reporting feture.

    If you could start over, what would your organization do differently?

    adapt going to the cloud, which could drive our chooises to another solutions or vendors


  • 4 out of 5.0, Reviewed

    Product(s): FootPrints

    Easy Implementation and Flexibility of Product

    Overall Comment

    FootPrints has become a core part of our business

    What one piece of advice would you give other prospective customers?

    Determine how much on site support you have already and how much support you anticipate needing from BMC

    What do you like most about the product or service?

    Flexibility

    What do you dislike most about the product?

    Upgrading

    What one thing do you wish the vendor did differently?

    Had more focus on the Footprints product

    If you could start over, what would your organization do differently?

    Explore self service modules more in depth


  • 4 out of 5.0, Reviewed

    Product(s): BMC Dashboards for Business Service Management, BMC Discovery, Remedy ITSM Suite

    Initially we had some hurdles however they were overcome with some process improvements

    Overall Comment

    We were restricted with soeof government procuement processeshowever overall experience has been good. Product has made much more improvements over last few years and more potetial in service ITSM domain now as compared to 6 years ago.

    What one piece of advice would you give other prospective customers?

    Market place has changed quite bit and make sure you are aware of all capabilities and pitfalls of integration to your existing operations.

    What do you like most about the product or service?

    Ease of use

    What do you dislike most about the product?

    user interface could be more customer friendly

    What one thing do you wish the vendor did differently?

    Be more clear and transparent about the implemenation challenges

    If you could start over, what would your organization do differently?

    Get aearly advice on market space and try to stick with standard processes and out of box functionality.

    Service & support - overall comment

    product nad support service has been saisfactory.


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Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(62)
3.8

Ability to understand your organization's needs

(77)
3.8

Timely and complete response to product questions

(79)
3.8

Pricing and contract flexibility (pricing and terms)

(65)
3.6
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(85)
3.8

How long did your deployment take?

3 - 6 months (<6)

0 - 3 months (<3)

12 months or more

6 - 9 months (<9)

9 - 12 months (<12)

I don't know


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(71)
3.7

Ease of integration using standard APIs and tools

(71)
3.7

Quality and availability of end-user training

(81)
3.8

Ease of deployment

(84)
3.8
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(85)
3.8

Did you purchase a support package from the vendor?

Yes

No

I’m unsure


Timeliness of vendor's response

(80)
3.9

Quality of technical support

(81)
3.8

Quality of peer user community

(77)
4.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(88)
4.1

Incident and Problem Management

(82)
4.4

Change, Configuration and Release

(80)
4.1

Self-Service/Request Fulfillment

(76)
3.8

IT Knowledge Management

(68)
3.6

Reporting and SLA Management

(75)
3.7

Process and Workflow Design

(73)
3.7

Data Source/ITOM Tool Integration

(68)
3.5
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Maintenance and Support

Development/Integration

Rollout and Install

Functional Assessment

Application Lead

Technical Assessment

User Training

Vendor/Product Selection

Executive Sponsor

Vendor Management

Other...


What other vendors were considered?

ServiceNow

BMC Software

CA Technologies

Hewlett Packard Enterprise

Microsoft

IBM

Cherwell Software

Serena Software

Zendesk

Heat Software

LANDESK

SAP

SolarWinds

Axios

HEAT Software

Hornbill

IssueTrak

Landesk

ManageEngine

Spiceworks

Sunview Software

Easy Vista

EasyVista

HelpSTAR

ITRP

LANdesk

TOPdesk

Other...


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve customer relations/service

Improve compliance and risk management

Improve business process outcomes

Improve business process agility

Enhance decision making

Cost management

Drive innovation

Improve supplier or partner relations

Reduce time to market

Drive revenue growth

Other...


What were the key factors that drove your decision?

Product functionality and performance

Pre-existing relationships

Product roadmap and future vision

Breadth of services

Strong services expertise

Overall cost

Strong user community

Strong customer focus

Strong consulting partnership

Financial/organizational viability

Other...