Ever wonder how your colleagues are using BMC Remedy?  We asked a lot of them, and here’s what we found out.

As the market leader in IT Service Management, we take our commitment to our customers seriously. We make sure our customers are not only getting the most of BMC Remedy, but we listen to them to figure out how to build an even better BMC Remedy. And we listen in many ways. We host roundtables with customers at user group meetings and industry events, we visit hundreds of customers every year at their sites to learn more about how they are using BMC Remedy. And of course, we engage our customers as they have questions – through support calls, BMC Communities, and monthly webinars we put on to show people how to use cool, new (or sometimes underloved) features. But we thought we’d try something else, too – a good old fashioned survey. Look for the complete eBook report later this month.

We partnered with market research experts TechValidate to survey a cross-section of BMC Remedy’s customers. We learned a lot, so this will be part one of a three part discussion on the topic. We’ll focus on industry trends here, but in future blogs, we’ll discuss how customers are using our products and what they’re saying about them.  Here are just a few of many highlights from the survey:


  • Customers are mostly running Remedy 7.x, and mostly commonly, Remedy 7.06.04. Nearly 20% of customers are running Remedy 8.x, and of course, we’re seeing customers running Remedy OnDemand.
  • Customers, by and large, are quite happy with BMC Remedy. In fact, of the 50 largest customers surveyed, 90% were satisfied, and across all respondents, 83% were satisfied with their implementation.

·      One item that was a bit of a surprise – when we asked what were the key measures for the service desk, customer satisfaction (64%) and end user requests fulfilled quicker (57%) scored particularly high. For these customers, BMC’s introduction of MyIT 2.0, an end-user focused tool for better self-service, couldn’t have come at a better time.


Looking forward, we asked about which IT and ITSM trends are most influencing your service desk. Cloud and mobile were both mentioned as a topic by over 60% of respondents. This correlates well with the increase in customers adopting Remedy OnDemand. Additionally, in nearly every executive visit we do, these topics come up. Within mobility, we find ourselves getting into topics like self service, BYOD, and enabling mid-level approvals for change requests.


In the meantime, I’d like to invite you to learn more about how your colleagues are using BMC Remedy. Join a discussion, come to a user group meeting, and come join us at BMC Engage, our annual users’ event. After all, learning isn’t just an act, it’s a habit!