For decades BMC Remedy stood as a cornerstone in the ITSM space, offering functionality that once set the standard for IT service management. However, as organizations that did not migrate and adopt BMC new cloud offering Helix will admit, Legacy BMC Remedy has struggled to keep pace with the demands of modern IT and business environments. Rather than upgrade to Helix, Remedy users should instead consider alternative ITSM solutions.
Remedy’s reliance on extensive customization and costly upgrades often results in significant investments of time and money – both resources better spent driving innovation and improving service delivery rather than doing redundant tasks. Atlassian’s Jira Service Management, however, offers flexible workflows and templates to help service desks and enterprise service management work more efficiently.
Why Move from Remedy to Jira Service Management?
For organizations still relying on legacy ITSM solutions like BMC Remedy, the shift to a modern, cloud platform such as Jira Service Management (JSM) is more than just an upgrade, it's a transformative opportunity. Migrating to JSM doesn’t just replace your existing system it allows organizations to reimagine Service Delivery throughout the entire organization with a focus on alignment between teams. This alignment or realignment of service delivery will help drive efficiency, collaboration, and innovation across your teams. In this blog, we will explore some of the key benefits of making the move from BMC Remedy to JSM and how it can position your organization for long-term success in an ever-changing business landscape.
24 Hour Fitness worked with FMX Solutions to switch from BMC Remedy to Jira Service Management to reduce silos and save costs. Now, 24 Hour Fitness is connecting Dev and Ops to collaborate better and make work more visible. Watch the Team 24 replay below to see how they’ve used Jira Service Management to transform their service management practices:
Empowering Productivity Through Modern ITSM
With JSM, your teams gain a user-friendly platform designed for today’s fast-paced, agile world. The system's modern interface and user-friendly workflow significantly reduce the learning curve, empowering both IT and business teams to get up to speed quickly. Features like automated ticket routing, SLA tracking, and real-time reporting eliminate the bottlenecks often associated with legacy systems, enabling your teams to focus on high-value or critical tasks instead of wrestling with outdated tools.
JSM’s flexibility allows you to tailor workflows, custom fields, and service request catalogs to your organization’s exact needs. Whether you’re managing IT incidents, HR requests, or facilities maintenance, JSM provides the tools to create processes that align seamlessly with your business objectives. This means more than just operational efficiency, it means your ITSM/ESM strategy becomes a direct enabler of your organizational goals.
Breaking Down Silos for Better Collaboration
One of the most significant challenges with older platforms like Remedy is their inability to foster cross-functional collaboration. JSM changes the game by integrating effortlessly with tools your teams already use, such as Confluence, Jira Software, Slack, and Microsoft Teams. This tight integration ensures that information flows freely between development, operations, and business teams, breaking down silos that have traditionally hindered productivity.
For example, development and IT operations can work side by side on the same Platform, with shared visibility into incidents, problems, and changes across the enterprise. This integrated approach improves incident resolution times and creates a culture of shared accountability and faster/better decision-making.
Breaking Free from Version Lock to Drive Agility
For many organizations using BMC Remedy, the challenge of staying current with the platform has become a significant obstacle. Remedy’s reliance on extensive customization often turns upgrades into full-scale reimplementations, leading to a phenomenon referred to by many as "version lock” when the resources are not available to handle the reimplementation. Staying current using BMC Remedy demands substantial investments of time and resources and hinders organizations from adopting new features or responding to evolving business needs with the speed required in today’s environment.
By contrast, Jira Service Management embraces a cloud-native approach that eliminates the need for disruptive and costly upgrades. Atlassian’s continuous delivery model ensures your organization always has access to the latest features and innovations without the burden of reimplementation. This means your IT teams can focus on delivering value rather than managing outdated systems.
Beyond just staying current, JSM empowers your organization to drive business agility. JSM’s modern architecture supports scaling ITSM processes alongside your business growth, while its vast integration and automation capabilities ensure you can adapt quickly to new challenges. Whether you’re rolling out a new service offering, responding to shifting market demands, or expanding globally, JSM provides the flexibility and innovation needed to stay ahead.
Four Reasons to Work With an ITSM Partner:
Comprehensive Operational Assessment
Begin with an in-depth evaluation of your current operational state to gain a thorough understanding of existing workflows and practices. This assessment helps identify inefficiencies and provides a clear picture of how your ITSM processes function today, laying the groundwork for a successful migration.
Identify Key Requirements and Opportunities for Optimization
Outline the specific needs and requirements of your operational processes, focusing on areas where improvements and optimizations can drive the most value. This step ensures that your Jira Service Management implementation is tailored to address pain points while aligning with your business goals.
Redesign Processes to Leverage Jira Service Management’s Capabilities
Instead of replicating Remedy’s complex and often cumbersome setup, take the opportunity to reimagine your workflows using Jira Service Management's flexible and modern platform. By incorporating industry best practices, you can streamline processes to enhance the end-user experience while simplifying system maintenance for administrators.
Ensure a Smooth and Reliable Data Migration
Facilitate seamless data transfer from Remedy to Jira Service Management, prioritizing minimal disruption to day-to-day operations. Preserve historical data critical for audits and analysis ensuring the transition supports immediate and long-term business needs.
Conclusion: A Strategic Move for Long-Term Success
It’s time for a strategic decision that positions your organization for sustainable growth, innovation, and resilience. Remedy’s aging architecture, version lock challenges, and limited adaptability make it increasingly difficult to meet the demands of modern business environments. In contrast, JSM delivers a flexible cloud platform designed to evolve with your organization’s needs.
With lower total cost of ownership, seamless integrations, and continuous delivery of new features, JSM eliminates the technical debt and resource constraints often associated with legacy systems. It provides a foundation for organizations to achieve operational excellence while enabling IT and business teams to collaborate effectively. Whether you’re focused on improving service delivery, scaling operations, or driving business agility, JSM empowers your teams to deliver meaningful outcomes.
Migrating from BMC Remedy to JSM is a forward-looking investment in your organization’s future. It’s not just about replacing an old tool; it’s about unlocking a new era of ITSM and ESM excellence, where innovation and adaptability become your competitive advantage. With the right planning, execution, and support, your organization can confidently make the transition and emerge stronger, more agile, and better equipped to tackle tomorrow's challenges.
