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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 Applications Data and Analytics Enterprise Architecture and Technology Innovation Infrastructure and Operations Program and Portfolio Management Security and Risk Management Consultant Knowledge Specialist Analyst Communications Education Energy and Utilities Finance Government 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 Applications Data and Analytics Enterprise Architecture and Technology Innovation Infrastructure and Operations Program and Portfolio Management Security and Risk Management Consultant Knowledge Specialist Analyst Communications Education Energy and Utilities Finance Government 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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We have aggregated ratings data on BMC Software but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): BMC Discovery

    Nice & easy to use product!

    Overall Comment

    BMC Discovery, formerly ADDM, is a terrific product and assists us with populating our CMDB with accurate data.

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

    Understand the purpose of consolidation.

    What do you like most about the product or service?

    Ease of use and the excellent on-line communities.

    What do you dislike most about the product?

    A few UI enhancements could be made.

    What one thing do you wish the vendor did differently?

    Nothing really comes to mind.

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

    We would NOT have implemented ADDM with a scanner/consolidator configuration.

    Service & support - overall comment

    Support is meeting our expectations.


  • 3 out of 5.0, Reviewed

    Product(s): BMC Discovery,Remedy ITSM Suite,Remedy Incident Management

    Satisfactory On Prem Solution

    Overall Comment

    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.

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

    Ensure you have sufficient resources!

    What do you like most about the product or service?

    Consistent approach when you use their complete tooling.

    What do you dislike most about the product?

    Pricey product

    What one thing do you wish the vendor did differently?

    Not be so dependent on their own supplementary products.

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

    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.

    Product capabilities - overall comment

    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.

    Service & support - overall comment

    Vendor is attentive since we are using them to implement the solution.

    Integration & Deployment - Overall comment

    Works well in the context of a CMBD which was ourprimary focus.


  • 4 out of 5.0, Reviewed

    Product(s): Remedy ITSM Suite

    Expect growing pains, but very flexible.

    Overall Comment

    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.

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

    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.

    What do you like most about the product or service?

    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.

    What do you dislike most about the product?

    Is a platform that offers power at the risk of impacting your ability to deploy. Don't overdo it.

    What one thing do you wish the vendor did differently?

    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.

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

    Get process straight first. Tied an organizational change of a tool change that became very difficult for our users to understand. Don't overcustomize.

    Product capabilities - overall comment

    Very complex tool that covers it all. This can be a positive, or a negative.

    Service & support - overall comment

    Good, what we expected.

    Integration & Deployment - Overall comment

    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

    Product(s): FootPrints

    The product is solid - ensure that an equally solid implementation partner is chosen

    Overall Comment

    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.

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

    Be sure to choose a solid implementation partner and, if possible, speak to the consultant in charge prior to signing on the dotted line.

    What do you like most about the product or service?

    Ease of configuration and the customer support from BMC has been fantastic.

    What do you dislike most about the product?

    Hands down it would be the choice of the implementation partner

    What one thing do you wish the vendor did differently?

    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.

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

    Would spend more time evaluating not only other products but, would definitely interview the implementation company and assigned consultant.

    Service & support - overall comment

    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.

    Integration & Deployment - Overall comment

    Again, the product itself is a solid application, but, I strongly caution choosing the right integration partner.


  • 4 out of 5.0, Reviewed

    Product(s): Remedy ITSM Suite

    Change is a struggle for any organization, but hard work pays off.

    Overall Comment

    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.

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

    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.

    What do you like most about the product or service?

    Being able to provide information very quickly, and then also showing employees how to search for the information themselves.

    What do you dislike most about the product?

    Upgrading is difficult, regardless of the amount of customizations involved.

    What one thing do you wish the vendor did differently?

    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.

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

    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.

    Service & support - overall comment

    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.

    Integration & Deployment - Overall comment

    It is ok... upgrading is tough... we have had problems with every upgrade since initial deployment.


  • 5 out of 5.0, Reviewed

    Product(s): Remedy ITSM Suite

    Great improvements in the last couple years!

    Overall Comment

    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!

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

    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.

    Service & support - overall comment

    Great support team and community to resolve any issues/questions!

    Integration & Deployment - Overall comment

    Easy deployment/upgrade in 9.1. Atrium Integrator makes integration easy.


  • 4 out of 5.0, Reviewed

    Product(s): Remedy ITSM Suite

    A good tool, for the right organization.

    Overall Comment

    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.

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

    Start slowly, spend the energy in creating the right foundation.

    What do you like most about the product or service?

    Its ease of engagement. It's very easy to get started with, if you take the time to read the manuals.

    What do you dislike most about the product?

    Performance.

    What one thing do you wish the vendor did differently?

    Acknowledge that they also have customers in Europe and have an engagement event here as well.

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

    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.

    Product capabilities - overall comment

    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.

    Service & support - overall comment

    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.

    Integration & Deployment - Overall comment

    We simply love the new Pentaho spoon solution which makes any 3rd party integration extremely easy.


  • 5 out of 5.0, Reviewed

    Product(s): Remedy ITSM Suite

    Implementation is smooth, but your infrastructure elements need to be clearly defined.

    Overall Comment

    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.

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

    Take the time to realize the implications of foundation data. Get it right the first time.

    What do you like most about the product or service?

    Being able to plan outages and understand what assets (applications, people, servers, and infrastructure) may be affected both upstream and downstream. No more surprises!

    What do you dislike most about the product?

    Not having a specific location on the incident form.

    What one thing do you wish the vendor did differently?

    I wish the vendor had given better recommendations about some decisions we made without understanding the repercussions.

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

    Develop a site naming convention from the get-go, restrict sites to physical address, names change too often.

    Product capabilities - overall comment

    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.

    Service & support - overall comment

    Good experienced first level support. Able to resolve most issues on first contact.

    Integration & Deployment - Overall comment

    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

    Product(s): Remedy ITSM Suite

    Smooth upgrade from version 7.6 to version 9.

    Overall Comment

    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.

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

    Please take the time to make an inventory of all requirements, functional and non-functional and plot them to the product capabilities before deployment.

    What do you like most about the product or service?

    Smart IT and MyIT functionality with friendly user interface.

    What do you dislike most about the product?

    Providers' support model lacks internal communication creating silos which sometimes makes efficient support difficult.

    What one thing do you wish the vendor did differently?

    Nothing, upgrade went smooth and according to predefined planning.

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

    Embrace OOTB strategy as much as possible.

    Service & support - overall comment

    Despite the fact that we did not contract resolution times in our SLA, we are satisfied.


  • 4 out of 5.0, Reviewed

    Product(s): Remedy ITSM Suite

    Rough Start, Running Smoothly Now.

    Overall Comment

    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.

    What one piece of advice would you give other prospective 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.

    What do you like most about the product or service?

    The scalable architecture which allows for clustering on multiple tiers to allow the application to scale easily.

    What do you dislike most about the product?

    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.

    What one thing do you wish the vendor did differently?

    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.

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

    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.

    Product capabilities - overall comment

    In implementing ITSM at our organization, this product enabled us to implement the key processes and realize the benefits of those efficiencies.

    Service & support - overall comment

    As mentioned previously we have a premier support contract. With lower levels of support, I wouldn't be surprised to have this rating lower.

    Integration & Deployment - Overall comment

    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.


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Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(43)
3.9

Ability to understand your organization's needs

(58)
3.9

Timely and complete response to product questions

(59)
3.9

Pricing and contract flexibility (pricing and terms)

(47)
3.6
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(63)
3.9

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.)

(54)
3.7

Ease of integration using standard APIs and tools

(53)
3.8

Quality and availability of end-user training

(62)
3.9

Ease of deployment

(62)
3.9
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(64)
3.9

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(60)
4.0

Quality of technical support

(61)
3.9

Quality of peer user community

(58)
4.1
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(66)
4.2

Incident and Problem Management

(61)
4.4

Change, Configuration and Release

(61)
4.1

Self-Service/Request Fulfillment

(59)
3.9

IT Knowledge Management

(53)
3.7

Reporting and SLA Management

(60)
3.8

Process and Workflow Design

(57)
3.9

Data Source/ITOM Tool Integration

(47)
3.5
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Maintenance and Support

Rollout and Install

Development/Integration

Functional Assessment

Application Lead

User Training

Technical Assessment

Vendor Management

Vendor/Product Selection

Executive Sponsor

Other...


What other vendors were considered? Multiple responses allowed.

ServiceNow

BMC Software

CA Technologies

Hewlett Packard Enterprise

Microsoft

IBM

Serena Software

Cherwell Software

Zendesk

Heat Software

SAP

HEAT Software

Landesk

SolarWinds

Spiceworks

Sunview Software

Axios

Easy Vista

HelpSTAR

Hornbill

IssueTrak

ITRP

LANdesk

ManageEngine

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

Strong user community

Overall cost

Strong customer focus

Strong consulting partnership

Financial/organizational viability

Other...