Service Management Blog

Remedy Reviews & Ratings Roundup: Updated for 2018

Stephen Watts
by Stephen Watts

Last updated 8/21/2018

We know that there’s lots of choices out there for IT service management (ITSM) solutions and vendors, but we believe Remedy Service Management should be your go-to solution.

Why? Because Remedy is transforming service management with people-centric user experiences that help you to work even smarter. It’s delivered in the cloud via BMC Helix or on-premises for unprecedented choice. The intuitive user experience is built around roles, not modules, to help you be more productive with less effort. Modern, mobile interfaces, built-in templates and guides, and instant, actionable insights help you work smarter and faster.

Below is the definitive list of analyst reports, user reviews, and customer stories to help your evaluation of Remedy as the best solution for your organization’s IT service management needs.

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Gartner Magic Quadrant for ITSSM

The Gartner Magic Quadrant for ITSM Tools is a culmination of research, providing a broad view of the relative positions of the market’s competitors.

And we’re proud that Gartner’s most recent Magic Quadrant for IT Service Management Tools (released in August 2018) named BMC as a leader and visionary for the 5th straight year.

In the Gartner report, BMC’s strengths are listed as:

  • Remedy Service Management Suite’s Smart IT user interface and Smart Recorder improve usability and flexibility, and demonstrate BMC’s innovation with ITSM tooling ahead of other vendors in this market.
  • BMC has a broad ITOM portfolio, making it a viable partner for mature I&O organizations that need to extend their ITSM tool.
  • BMC has the largest enterprise ITSM customer installed base available for ongoing nurturing and upsell opportunities.

Figure 1. 2018 Magic Quadrant for IT Service Support Management Tools


Source: Gartner (August 2018)

Gartner Magic Quadrant for ITSSM 2018

Get the detailed analysis and insight you need to make the best ITSM choice for your organization and deliver the digital services your business needs, more quickly and efficiently than ever.

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This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from BMC.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

 

Gartner Critical Capabilities

In the 2017 Gartner Critical Capabilities for IT Service Management Tools report, Remedy achieved the highest scores in 4 out of 5 use cases shown below.

These use cases include Vendors’ Product Scores for:

  1. The Basic-Maturity I&O Use Case
  2. The Intermediate-Maturity I&O Use Case
  3. The Advanced-Maturity I&O Use Case
  4. The Basic Digital Workplace ITSM Use Case
  5. The Advanced Digital Workplace ITSM Use Case

Remedy achieved the highest scores among all evaluated products for Intermediate and Advanced Maturity I&O, as well as both Digital Workplace Use Cases.





This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from BMC.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

 

TrustRadius

TrustRadius is one of the most dependable review sites for business technology users to share real-world insights through in-depth reviews.

Remedy has an overall rating of 7.5 out of 10 with over 120 ratings and reviews on TrustRadius.

Remedy scored high marks across the board for ITSM asset management, change management, and incident and problem management.

Source: TrustRadius 6/22/2018 https://www.trustradius.com/products/bmc-remedy-it-service-management-suite/reviews#2

IT Central Station

IT Central Station has become a trusted website for crowdsourcing enterprise technology reviews. The website has an engaged community and offers objective feedback on everything IT.

IT Central Station has 16 reviews for BMC Helix Remedy with an average rating of 4.4 out of 5 stars.

Source: IT Central Station 6/22/2018 https://www.itcentralstation.com/products/bmc-remedy

BMC Customer Stories

BMC customer stories offer a glimpse into cost savings and productivity improvements with Remedy.

Explore these BMC Remedy customer stories:

  • Aegon-Transamerica: Strategic automation streamlines IT compliance and service delivery
  • Eaton: Optimal automation and ITSM power energy management business
  • Mercator: International retailer gains efficiency and revenue with best-in-class ITSM
  • China Pacific: Service incidents and mean-time-to-repair (MTTR) slashed by 50%
  • Anne Arundel County Public Schools: 20% reduction in help desk staffing with 550% increase in supported devices

View all customer stories ›

This post is part of a series on BMC product reviews. Be sure to check out our other posts covering Remedyforce Reviews, Control-M Reviews and FootPrints Reviews.

These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

About the author

Stephen Watts

Stephen Watts

Stephen is based in Birmingham, AL and began working at BMC Software in 2012. Stephen holds a degree in Philosophy from Auburn University and is currently enrolled in the MS in Information Systems - Enterprise Technology Management program at University of Colorado Denver.

Stephen contributes to a variety of publications including CIO.com, Search Engine Journal, ITSM.Tools, IT Chronicles, DZone, and CompTIA.