BMC Remedy Alternative | Why Freshservice is the best BMC alternative

What is Freshservice?

Freshservice is a full feature ITIL-aligned service desk with out-of-the-box incident, problem, change and release management processes designed specifically for agile IT teams. Switch to Freshservice and say goodbye to clunky tools and expensive consultants to set up an IT service desk.

3 reasons to choose Freshservice over BMC remedy

Compare Freshservice to BMC Remedy service desk

As per Gartner peer review 2019

Rating
Overall Peer Rating	4.7 4.7	4.4 4.4
Willingness to recommend	91%	79%
Product Capabilities	4.6	4.5
Incident and Problem Management	4.6	4.6
Change, Configuration and Release	4.4	4.4
Self-Service/Request fulfillment	4.6	4.5
IT Knowledge Management	4.5	4.3
Reporting and SLA Management	4.5	4.4
Process and Workflow Design	4.5	4.3
Data Source/ITOM Tool Integration	4.3	4.2
Evaluation and Contracting	4.5	4.4
Pricing Flexibility	4.5	4.2
Integration and Deployment	4.6	4.2
Ease of Deployment	4.6	4.2
Service and Support	4.7	4.3
Timeliness of Vendor Response	4.6	4.2
Quality of Technical Support	4.7	4.3

Here's what our customers have to say

5 ways your BMC service desk is holding you back

You’re paying more than you know with the BMC service desk
Your BMC service desk is slow to adapt to changes
Your BMC service desk is too complex to work for you
Employees hate using the BMC service desk
Your business considers IT a support function

1. You’re paying more than you know with the BMC service desk

If you’re drowning in hidden costs, expensive consultants and have no control over how much you spend on your BMC service desk, it’s time to rethink your BMC service desk. Your BMC service desk comes with huge agent and asset license fees. The ongoing costs to maintain your BMC service desk are exorbitant and unforeseen. This compounded over the life of the contract exponentially increase the costs of using the BMC service desk. Take control of your budgets by spending wisely on a modern IT service desk. Pay as you use and scale as you grow with Freshservice, with no additional or hidden charges.

2. Your BMC service desk is slow to adapt to changes

Your business is growing and rapid change is inevitable. Your clunky BMC service desk is holding you back, not propelling you forward. Every new business change will include new workflows, using better technologies and re-thinking business processes. On the other hand, your BMC service desk takes months to get started with a lengthy SOW process, followed by a complex implementation process and elaborate and tedious personnel training sessions. Use a modern and agile IT service desk like Freshservice to drive proactive change, instead of playing a catch up game.

3. Your BMC service desk is too complex to work for you

Your BMC service desk is like a microwave oven - filled with complex features which you hardly use; Over time you realise you’ve only used the start/stop and timer buttons. Every new feature in your service desk is an added layer of complexity and a cause for feature fatigue. Your BMC service desk puts technology ahead of your people and business processes. Your IT service desk should work for you, not increase the workload for you. Don’t be tied down by industrial machinery when you need the swiss army knife of IT service desks.

4. Employees hate using the BMC service desk

People still email you or walk up to your IT team to solve issues. They can’t find your service portal or don’t like using it. After going through the pains of implementing your BMC service desk, you still have the same problems as before. Your BMC service desk has a strenuous UI that delivers poor user experience and is probably not easily accessible to users across multiple channels. The availability and usability of your IT service desk is essential in delivering exceptional employee experience. Adopt a user-centric IT service desk that delivers a great experience and is available to users, where work happens.

5. Your business considers IT a support function

IT is considered a support function that keeps the light on for your business. Your IT team’s potential to add business value is not well understood or appreciated. Your BMC service desk keeps you tied up with firefighting tasks, leaving no time and resources for any strategic initiatives. Choose tools and software that work for you rather than those that make you work. Go beyond IT support and drive high-impact business initiatives within your organisation.

Spending millions on the BMC service desk?

IT teams work on shoestring budgets. Paying exorbitant prices for a service desk is not the best use of this IT budget. Huge license fees, expensive implementation consultants and hidden costs exponentially escalate the costs of using the BMC service desk. While the upfront cost is a large cost component, the ongoing maintenance costs and unplanned costs quickly escalate the total cost of ownership of the BMC service desk. Every new feature addition or an internal business change is a new, expensive IT project with the BMC service desk. Adopt a powerful, full-feature ITIL- aligned service desk at ½ the price. Depending on the size of your team and the business needs, choose a plan to get started. You don’t require expensive consultants or a 500-page manual to get started with Freshservice. Scale your IT service desk as you grow and pay as you use. There are no hidden charges. There are no ongoing costs to maintain, upgrade and store the IT infrastructure. With Freshservice you take control of your IT budget and encounter no unplanned costs. Use this pricing calculator to find out how much you can save with Freshservice

Undertaking digital transformation initiatives? Rethink your BMC service desk.

IT agility is now a competitive advantage, but your BMC service desk is slow to deploy and slower to adapt to business changes. Your BMC service has tedious workflow configurations and long deployment processes causing numerous business interruptions. With the BMC service desk, your IT agents are forced to focus on everyday firefighting, thereby putting your digital transformation initiatives on the back burner. Your digital transformation initiatives call for a powerful yet agile service desk that can scale and extend as your business changes. Your service desk should work for you and reduce agent workload, improve ticket deflection rates. Your service desk should enable powerful automations, host an extensive knowledge base and allow for easily configurable workflows. Get a lean, mean IT service desk that powers your digital transformation efforts.

1. Make processes smarter with automations

Freshservice uses the smart automator feature to create and edit workflows and scenarios for approvals. The smart automator uses a simple drag-and-drop action to set up and change workflows with minimum business disruption. Intelligent service desk features like the smart automator improve agent productivity and free up time for the agent to focus on digital transformation initiatives.

2. Work faster and better, together

Conversations and collaborations are a large part of IT work. Freshservice has understood the role of working together and built for it. The team huddle feature in Freshservice is designed to foster collaboration amongst IT and business teams. With chat notifications and mentions you can huddle up from within your IT service desk to resolve tickets, faster and better.

3. Provide information in moments that matter

Make information available and accessible to your agents and users, in crucial moments. Build a beautiful, comprehensive and easy-to-use knowledge base. Prompt solutions to queries before employees raise tickets. Empower employees with accurate and relevant information in moments that matter.

Your BMC service desk isn’t open!

You’ve gone through all that pain of configuring and implementing your BMC service desk only to find that agent fatigue is high and user adoption rates are extremely low. Your BMC service portal is not easily accessible or available to its users. The BMC service desk is not present where your users are or where work happens. This greatly reduces the user adoption of your BMC service desk. The experience of the BMC service desk is strenuous for IT and even more for non-IT teams. Switch to a well-designed, multi-channel IT service desk that helps you deliver seamless experiences at work. Freshservice is designed and built, keeping the user at the heart of it. It has an intuitive user experience that makes all the important and relevant features easily discoverable. The simple drag-and-drop actions to create new workflows to build new instances is simple yet powerful.

1. Be available where work happens

Your users could need IT services when they’re travelling or in the middle of a sales call. Delivering IT services in these moments that matter plays an important role in the success of your service desk. Freshservice understands the importance of multi-channel IT service delivery and makes your IT team available from anywhere, at any time. Use the Freshservice mobile app to approve requests on the go or create tickets from within collaboration tools such as slack and workplace.

2. A modern user experience

A modern service desk experience is made of many small moments of delight. Every digital interaction needs to be user-friendly. People expect easy-to-use and modern digital experiences at work. Freshservice is built, keeping the user at the heart of all interactions. The service catalogue is built to give users a shopping-like experience. The self-service portal is designed to empower employees with accurate and relevant information, at the moment that they are looking for answers.