We performed a comparison between BMC Remedy and Freshservice based on real PeerSpot user reviews.
Find out in this report how the two IT Asset Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It's a scalable product."
"The solution helps us manage, escalate, and solve incidents."
"We can create our own profile in BMC Remedy, track how many tickets we've closed on a daily basis, monitor how many SLAs we've escalated, and see how many tickets we've received daily."
"It has a good peer sharing module."
"It's an exceptionally robust and seamlessly integrated solution that has greatly facilitated our operations."
"It had automation, orchestration, service level management, and event management. You could also integrate it for auto-remediation."
"The solution offers some very good features."
"There are a lot of features a customer can use. It’s an existing concept of asset management. One feature is the ability to create tickets for various computer systems, VPN defenses, sites, regions, or customers."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"The solution has been stable."
"The tool is very old."
"BMC Remedy's change management module needs enhancement."
"Integration and deployment could be better. It could be easier and faster to integrate and deploy. It would also help if we could have a 360-degree view. It would be better if they changed it to a SaaS type of offering, which is becoming the standard."
"One area that requires improvement is the prevention of duplicates or data inconsistencies in the system."
"The UI is quite outdated."
"There is room for improvement regarding the customization as it tends to lag in terms of flexibility, particularly in comparison to competitors."
"If a user isn't using an out-of-the-box configuration, it can get a bit complex."
"Could be more user friendly for admins to manage."
"Not integrated with Google."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"I am not too happy with the page layout or screen layout since it always looks messy."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The round robin ticketing feature that they have is not ideal."
"Freshservice's technical support has issues with delays and translations."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
BMC Remedy is ranked 5th in IT Asset Management with 23 reviews while Freshservice is ranked 3rd in IT Asset Management with 29 reviews. BMC Remedy is rated 8.0, while Freshservice is rated 8.0. The top reviewer of BMC Remedy writes "Offers automation, orchestration, service level management but lacks AI-based rules ". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Remedy is most compared with ServiceNow, BMC Helix Discovery, Snow License Manager, ManageEngine IT Asset Management and BMC Track-It!, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus. See our BMC Remedy vs. Freshservice report.
See our list of best IT Asset Management vendors.
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