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Compare Bold360, BMC Remedy, and Micro Focus Service Management Automation (SMAX)

Pricing

 
Starter
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Annual concurrent licenses
 
Plus
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Annual concurrent licenses
 
Free Trial
Free Trial Unavailable
Free Trial Unavailable
Bold360
Starter
Request a QuoteAnnual concurrent licenses
Plus
Request a QuoteAnnual concurrent licenses
Free Trial
BMC Remedy
Free Trial Unavailable
Micro Focus Service Management Automation (SMAX)
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
6.9
8.0
8.2
Ease of Use
Ease of Use
6.0
7.1
7.4
Ease of Setup
Ease of Setup
6.7
6.9
7.1
Ease of Admin
Ease of Admin
5.8
7.2
7.5
Quality of Support
Quality of Support
6.5
7.4
7.6
Ease of Doing Business With
Ease of Doing Business With
6.7
7.9
8.1
Product Direction (% positive)
Product Direction (% positive)
4.2
5.9
6.8
Meets Requirements
Bold360
6.9
BMC Remedy
8.0
Micro Focus Service Management Automation (SMAX)
8.2
Ease of Use
Bold360
6.0
BMC Remedy
7.1
Micro Focus Service Management Automation (SMAX)
7.4
Ease of Setup
Bold360
6.7
BMC Remedy
6.9
Micro Focus Service Management Automation (SMAX)
7.1
Ease of Admin
Bold360
5.8
BMC Remedy
7.2
Micro Focus Service Management Automation (SMAX)
7.5
Quality of Support
Bold360
6.5
BMC Remedy
7.4
Micro Focus Service Management Automation (SMAX)
7.6
Ease of Doing Business With
Bold360
6.7
BMC Remedy
7.9
Micro Focus Service Management Automation (SMAX)
8.1
Product Direction (% positive)
Bold360
4.2
BMC Remedy
5.9
Micro Focus Service Management Automation (SMAX)
6.8

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
40.0%
4.1%
9.6%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
46.7%
21.7%
21.2%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
13.3%
74.2%
69.2%
Bold360
Small-Business
40.0%
Mid-Market
46.7%
Enterprise
13.3%
BMC Remedy
Small-Business
4.1%
Mid-Market
21.7%
Enterprise
74.2%
Micro Focus Service Management Automation (SMAX)
Small-Business
9.6%
Mid-Market
21.2%
Enterprise
69.2%

Reviewers' Industry

 
Telecommunications
33.3%
Information Technology and Services
32.4%
Information Technology and Services
25.4%
 
Sporting Goods
11.1%
Telecommunications
9.0%
Hospital & Health Care
10.2%
 
Insurance
11.1%
Hospital & Health Care
6.1%
Insurance
8.5%
 
Accounting
11.1%
Higher Education
4.3%
Airlines/Aviation
8.5%
 
Retail
5.6%
Computer Software
4.3%
Utilities
3.4%
 
Other
27.8%
Other
43.9%
Other
44.1%
Bold360
Telecommunications
33.3%
Sporting Goods
11.1%
Insurance
11.1%
Accounting
11.1%
Retail
5.6%
Other
27.8%
BMC Remedy
Information Technology and Services
32.4%
Telecommunications
9.0%
Hospital & Health Care
6.1%
Higher Education
4.3%
Computer Software
4.3%
Other
43.9%
Micro Focus Service Management Automation (SMAX)
Information Technology and Services
25.4%
Hospital & Health Care
10.2%
Insurance
8.5%
Airlines/Aviation
8.5%
Utilities
3.4%
Other
44.1%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
G2 User in Education Management

BoldChat, when compared to other chat services, is fantastic. BoldChat allows the user to see various bits of important information about the customer they are chatting with (region, name, personal info like phone # and email, and their initial question). ...

Greg M.
User in Internet

It's a full-blown, enterprise-grade ITSM suite. For those who are looking to implement ITIL practices, Remedy will help you do so, with modules like asset and configuration management, incident and problem management, change management, and so forth. Done...

Thore S.
Administrator in Information Technology and Services

Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot...

Most Helpful Critical Review
Most Helpful Critical Review
Jessica F.
User in Computer Software

Obnoxious tones for incoming chats, not very user-friendly in terms of navigating through commands/options, interface is outdated in terms of appearance.

G2 User in Telecommunications

* Creating reports is very kludgy and not GUI. * To run a query you have to know old school query symbols like <, =, etc. * My company has done a lot of customizations to Remedy and we are currently running many versions of the software- so I feel like...

Christopher K.
User in Information Technology and Services

Not probably but definitely the worst Customer Service Desk software I have encountered. The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the...

 
Bold360
Most Helpful Favorable Review
G2 User in Education Management

BoldChat, when compared to other chat services, is fantastic. BoldChat allows the user to see various bits of important information about the customer they are chatting with (region, name, personal info like phone # and email, and their initial question). ...

Most Helpful Critical Review
Jessica F.
User in Computer Software

Obnoxious tones for incoming chats, not very user-friendly in terms of navigating through commands/options, interface is outdated in terms of appearance.

BMC Remedy
Most Helpful Favorable Review
Greg M.
User in Internet

It's a full-blown, enterprise-grade ITSM suite. For those who are looking to implement ITIL practices, Remedy will help you do so, with modules like asset and configuration management, incident and problem management, change management, and so forth. Done...

Most Helpful Critical Review
G2 User in Telecommunications

* Creating reports is very kludgy and not GUI. * To run a query you have to know old school query symbols like <, =, etc. * My company has done a lot of customizations to Remedy and we are currently running many versions of the software- so I feel like...

Micro Focus Service Management Automation (SMAX)
Most Helpful Favorable Review
Thore S.
Administrator in Information Technology and Services

Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot...

Most Helpful Critical Review
Christopher K.
User in Information Technology and Services

Not probably but definitely the worst Customer Service Desk software I have encountered. The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the...

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Micro Focus Service Management Automation (SMAX)
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