4 out of 5.0, Reviewed Sep 13, 2016
BMC Discovery, formerly ADDM, is a terrific product and assists us with populating our CMDB with accurate data.
Understand the purpose of consolidation.
Ease of use and the excellent on-line communities.
A few UI enhancements could be made.
Nothing really comes to mind.
We would NOT have implemented ADDM with a scanner/consolidator configuration.
Support is meeting our expectations.
3 out of 5.0, Reviewed Aug 30, 2016
Overall the product meets all our needs in phase 1 of the project. We require an on-prem solution. This is a costly solutions and requires a strong discipline around project management to implement on time and stay on budget. This product is not very innovative and prefers you to buy into other products from the vendor.
Ensure you have sufficient resources!
Consistent approach when you use their complete tooling.
Not be so dependent on their own supplementary products.
Plan better - it can't be stated enough to grasp the totality of ITSM. Implemented in a piece-meal fashion is difficult to get implemented correctly. A cloud model seems preferable since it requires a great effort for integration, but you have less to deploy and less to manage - you can inherit the structured and well-defined process of the cloud vendor.
This product is a quality product and met our needs for an on-prem ITSM solution. The UI is realtively modern in its look and feel.
Vendor is attentive since we are using them to implement the solution.
Works well in the context of a CMBD which was ourprimary focus.
4 out of 5.0, Reviewed Aug 17, 2016
Product is comprehensive and has good integration with existing tools sets, both within BMC and other companies. Extensive 3rd party integration and has continued to improve. Very flexible, but with power comes technical debt concerns. Out of the box, ITIL/ITSM driven but can be overwhelming in options depending on IT maturity.
Understand your needs and assessive if you really are "different" or can live with the BMC approach. Customization comes with risks and we learned to backout a lot of those in later upgrades.
Good support, community is still there, cost is better for on-prim/longterm investments. Upgreades are less distruptive now -- if you reduce your costomizations. Service definitions are pretty good.
Is a platform that offers power at the risk of impacting your ability to deploy. Don't overdo it.
User interface needs an HTML5/respsonive overhaul. Getting there with each release, but not quite there and BMC is trying to sell a different product that, at least for us, was overkill for our needs.
Get process straight first. Tied an organizational change of a tool change that became very difficult for our users to understand. Don't overcustomize.
Very complex tool that covers it all. This can be a positive, or a negative.
Good, what we expected.
Good set of integration tools, but you may need to buy addtional products or build your own to meet your needs.
3 out of 5.0, Reviewed Aug 5, 2016
The BMC product itself was satisfactory, however, the 3rd party implementation vendor was less than stellar. The product is fairly easy to configure and we are in the process of upgraded to the latest version (12.x). Escalation rules are no longer a piece of the product and are now a drag and drop business rule experience.
Be sure to choose a solid implementation partner and, if possible, speak to the consultant in charge prior to signing on the dotted line.
Ease of configuration and the customer support from BMC has been fantastic.
Hands down it would be the choice of the implementation partner
Find out how our internal environment is structured prior to giving recommendations on product configuration. Previous experience is key when functioning in a consulting role, however, a cookie cutter approach cannot be used.
Would spend more time evaluating not only other products but, would definitely interview the implementation company and assigned consultant.
BMC support has been outstanding! They reply to tickets in a timely fashion and I have not yet had a single negative experience when dealing with support on the BMC side of the house.
Again, the product itself is a solid application, but, I strongly caution choosing the right integration partner.
4 out of 5.0, Reviewed Aug 1, 2016
The product was the solution to our disorganized, paper-laden workflow. We are now able to provide metrics to quantifiably measure everything we do. The deployment experience was difficult; change is hard for any organization, but after the learning curve wained and the appreciation of what Remedy brings to the table was witnessed, it is accepted and preferred by the majority of our workforce.
Pilot the application(s) out to those who will champion the software, and then let the positive encouragement come from those using the system, rather than only having biased proclamations from those responsible for implementation.
Being able to provide information very quickly, and then also showing employees how to search for the information themselves.
Upgrading is difficult, regardless of the amount of customizations involved.
Our documentation was not that great for the customizations we required in our statement of work. We later were able to fix some issues with the work provided once we became more experienced with the developer tools.
Focus more on the roles and responsibilities before deploying a specific console -- it would have been easier to manage by the console, rather than one department taking on the entire project.
We have had some brilliant Support reps, and some downright terrible ones. It is the roll of a die when putting in a support ticket. We have had to escalate tickets due to inacknowledgement at times.
It is ok... upgrading is tough... we have had problems with every upgrade since initial deployment.
5 out of 5.0, Reviewed Jul 1, 2016
Remedy has come a long way in the last couple years. Upgrading from old versions is a relatively simple and smooth process now in 9.1. Smart IT and Smart Reporting both give a modern look and feel to the application. Versatile tools like Atrium Integrator make integrating to external systems an easy task. Remedy has always been a powerful suite, but lately BMC has been putting a strong focus on making it easier for their customers to succeed with the tool!
Put more focus on having our processes align to best practice, rather than developing custom code to fit the existing processes. BMC is developing at an increased pace lately, and we want to take advantage of that. A lot of the time that means scrapping our old custom code and moving over to the best practices.
Great support team and community to resolve any issues/questions!
Easy deployment/upgrade in 9.1. Atrium Integrator makes integration easy.
4 out of 5.0, Reviewed Jun 10, 2016
The general issue with this product is that when People ask you to change/modify anything, you seldom have a technical reason to reject it, anything can be done. This means you have to have a certain maturity level in your organization to ensure quality solutions.
Start slowly, spend the energy in creating the right foundation.
Its ease of engagement. It's very easy to get started with, if you take the time to read the manuals.
Acknowledge that they also have customers in Europe and have an engagement event here as well.
First, an organizational upgrade. What we have seen is how critical a layer between the process owner and the developer layer is. So we would have an architectural/platform owner layer that could translate/conform wishes from the business to task that is in alignment with the broader picture/road map. E.g. no silo solutions, ensure reusability etc.
It is the same old thing, when a product matches your organization’s maturity level it's a good product. If your level is to low, the tool is to complex and if it is too high, the product is too simple. For us, BMC has helped us mature by giving us the possibilities to do it.
BMC documentation/communities etc. are good. The 1st and 2nd level direct support, well you get tired the 3rd time you have to send the same logs.
We simply love the new Pentaho spoon solution which makes any 3rd party integration extremely easy.
5 out of 5.0, Reviewed Jun 9, 2016
Lots of decisions to be made quickly at the start, when we were not as experienced with the tool. Some of our decisions might have been made differently if explained more in depth.
Take the time to realize the implications of foundation data. Get it right the first time.
Being able to plan outages and understand what assets (applications, people, servers, and infrastructure) may be affected both upstream and downstream. No more surprises!
Not having a specific location on the incident form.
I wish the vendor had given better recommendations about some decisions we made without understanding the repercussions.
Develop a site naming convention from the get-go, restrict sites to physical address, names change too often.
Able to customize through overlays without fear of being unable to upgrade later. Everything I've asked Remedy to do, it's been able to do.
Good experienced first level support. Able to resolve most issues on first contact.
Very responsive to questions concerning integration points. Did not feel they were learning with me or guessing (experiences I've had in the past). Very experienced technicians, hard to stump them.
4 out of 5.0, Reviewed Jun 9, 2016
Provider is flexible and willing to adjust to customer needs. Product is working well as long as you stick to OOTB functionality as much as possible. Customization is possible but it’s the responsibility of the customer. We recently upgraded our SaaS solution from version 7.6 to 9 which went relatively smooth and according to schedule.
Please take the time to make an inventory of all requirements, functional and non-functional and plot them to the product capabilities before deployment.
Smart IT and MyIT functionality with friendly user interface.
Providers' support model lacks internal communication creating silos which sometimes makes efficient support difficult.
Nothing, upgrade went smooth and according to predefined planning.
Embrace OOTB strategy as much as possible.
Despite the fact that we did not contract resolution times in our SLA, we are satisfied.
4 out of 5.0, Reviewed Jun 8, 2016
Our implementation went live in 2007. At that time the version was 7.0, which was not as smooth as we had hoped for. Buggy implementations for some of the features coupled with challenging vendor support (being able to engage qualified support personnel) made for a difficult environment. Due to the product not being as mature as anticipated led to a number of customizations which we initially made to make it meet our needs. We started with the CMDB as the first module to implement then followed with Incident/SRM, Problem, Change and SLM. After all of the modules were fully implemented we focused on maturing our processes, leveraging the ITSM suite to support those efforts. Since then the product has matured along with our organization, which has led to year over year increases in customer satisfaction and efficiencies in delivering services to our customers.
Use the product out of the box as much as humanly possible. While you can perform customizations, unless you have very qualified support personnel or vendor support, you may be creating more problems than you are solving. Evaluate the "must have" requirements and justify with implementation cost and ongoing support cost before considering customizations.
The scalable architecture which allows for clustering on multiple tiers to allow the application to scale easily.
The dated user interface. This is changing with the introduction of SmartIT and MyIT, however it has taken way longer than it should to come up to date with current interface standards.
BMC integrates a few open source components/applications into their offering. The support statement on this is that they do not support them. If you truly want to have world class support, this is not a strong statement to make. While clearly they do not design the component, BMC should have the expertise readily available for providing support to how it relates to the Remedy ITSM application and documentation to that effect.
When implementing the CMDB, do not let the sins of your past force your navigation of the future. We had a self-developed application which we migrated off because of capacity constraints. Much of how that application had been set up, forced decisions to be made that we are dealing with today and have limited our ability to leverage all the functions of the application. Start with a fresh look at how to structure your services, compare other organizations’ implementations, industry best practices to set a course with the application that will not limit your future capabilities.
In implementing ITSM at our organization, this product enabled us to implement the key processes and realize the benefits of those efficiencies.
As mentioned previously we have a premier support contract. With lower levels of support, I wouldn't be surprised to have this rating lower.
Initially the deployment was not without its challenges. As we have matured with the product we have been able to field most of the issues we encounter without raising a case with BMC for support. Early on this was not always the case. Integration has gotten better with the introduction of Atrium Integrator and recently REST API access.