BMC Software

Remedy IT Service Management


4 / 5
91 reviews

Who Uses This Software?

Global markets across any vertical or industry


Average Ratings

91 Reviews

  • 4 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • BMC Software
  • www.bmc.com
  • Founded 1980
  • United States

About Remedy IT Service Management

BMC Remedy IT Service Management revolutionizes enterprise service management. Delivered on-premises or in the cloud, Remedy ITSM is a configurable and extensible platform radically redesigned to meet the needs of any transformative IT organization. Easier to use, faster to deploy, and packed with the latest innovations in service management, Remedy IT Service Management and Remedy OnDemand are the most complete and capable IT service management for your enterprise.


Remedy IT Service Management Features

  • Approval Workflow
  • Audit Trail
  • Change Calendar
  • Change Planning
  • Compliance Management
  • Prioritization
  • Release Management
  • Task Management
  • Training Management

Remedy IT Service Management Reviews Recently Reviewed!


Used it for 3 years in our corporation now and it has been great for tracking change and incidents

Aug 26, 2015
4/5
Overall

4 / 5
Ease of Use

5 / 5
Customer Support

Comments: Enterprise level, very powerful software which is very easy to use. As of Remedy 7.6x, you can make your own customizations to the application or even create applications of your own with their customized Eclipse tool.

While a lot of OOTB features worked very well for us, we still needed the ability to customize and create our own forms and processes or even the ability to perform automation and self-service with other applications. Some items the learning curve is not bad at all and customizations can be added with little to no effort. Whereas others have taken quite a long time to develop and troubleshoot.

One such customization which we developed was the ability to have placeholder templates for Change, Incident, Work Order and Tasks where we pass through variables via the SRM and it dynamically generates and populates the ticket with this information. We have full date automation, dynamic Task generation and the ability to dynamically modify the template on the fly based on the answers that the user passes through via SRM. So instead of multiple templates which are served based on "if-then" answers in the Process Definition, we have a single template which then gets massaged based on the user's answers. This customization took a decent amount of time to complete, but it reduced the amount of time of SRM and template rework to almost nothing.

Of course with such customization, there are always risks of breaking existing workflow or failure during an upgrade. So when we upgraded fro 7.6.04 to 8.1, it took a solid month of work to check each and every form, active link, filter, etc to make sure that things worked with the new upgrade. But BMC's tools helped reduce both the time and work it took to get the kinks worked out and we had all of our environments upgraded and without the need to call in expensive consultants to assist with it.

As with any piece of software, there are always going to be issues. However, we have found that 9.5 out of 10 times we contact BMC for support, their staff is more than knowledgeable and have us up and running again in short order.

BMC's Remedy ITSM Suite is a great piece of software and VERY flexible to meet the most demanding of situations. After being a Remedy Administrator for 3 years, I can say without hesitation that it is well worth the price and would be a welcomed addition to any I.T. department.

Love Remedy ITSM 8.1.01

Jul 02, 2015
4/5
Overall

4 / 5
Ease of Use

4 / 5
Customer Support

Comments: I have been a Remedy developer since 1998. I was an early deplorer of 7.6 and 8.0 AND love ITSM 81.01.

I deployed 8.1.01 in January 2015. Installing email to use Outlook was missed because the install was not clearly understood. The same happened with Web Services. Correcting these deficits caused an outage shortly after Go Live.

Incident, Change, Knowledge, Asset & Release Management are deployed. DMT worked well for the foundation data with one exception - it is no longer possible to import Categorizations as Global; all categorizations are Company specific. SRM deployed quickly using the export/import method; painless and a big win for my customer. Incident, Work Order & Change Templates were created using data mining were included in IOC deployment. I love the People Management Console; it too, was a standard customization I added to previous apps. Multi-tenancy was simple to configure and deploy.

While Work Orders are now a stand-alone form, the app is not as well structured as Incident or Change Management, i.e. there is no "Print" button on the WOI:Work Order form.

With the ITSM Email Engine & Rules of 8.x, Remedy has nailed it! This used to be a huge development effort that took several months to complete, often delaying application deployment. The incoming email rules are well written and meet most customer needs.

We have all of our tickets create Service Requests. We had to add some customizations because when the "Requested For" user is changed, all of the new customer info does not write to the SR completely. This is a big deal when the customer has access to the Request Entry Console because the new customer does not have access to the REQ.

The Survey is confined to tickets created using SRDs which does not work for my customer. A custom Survey is in the works because the customer for every resolved Incident must receive a survey solicitation.

The TMS:Task form still uses the "Classic" view. It would be nice to have this view updated to match the "Best Practice" view of other ITSM forms. The same for CTM:People.

It would be great to have the option of having the last Task close a Work Order or Change Request part of application rules. This is a big issue with customers who always get caught unaware of the behavior.

Capterra loader

Former RAC and BMC Accredited Administrator AR System

Mar 06, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The Remedy ITSM Suites cover the main processs of the ITSM aligned to ITIL best practices. All the Application are integrated as part of the ITSM Suite in order to manage the different scenarios that normally needs to be handled by the support staff. Using the AR System Server as base the ITSM applications can be customized in order to give to the organizations complete and achieve thier functionality requierements. The license model of floating write licenses, lets the organization to share licenses pool.

Cons: BMC Remedy ITSM was born as an On premise solution, the cloud option is in the process to be a mature option. In Remedy you could achieve many thing but you need a lot experience with the product to complete it.

Overall: Using the BMC ITSM you can consolidate in a Suite the major task of the ITSM support staff based on ITIL best practices.

Capterra loader

Complete Helpdesk and IT service management solution

Jun 25, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
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Pros: We upgraded to cloud based Remedy system which saved us the hassle of supporting the solaris server. Web-based and integrated with SSO solution

The software is highly customizable.

BMC's customer support are very responsive.

All branches of IT department use it for incident management, change management, asset management and knowledge management.

The approval workflows are easy to set and update.

Cons: customization of the application was a very long process specially if you need to use the most of it.

But once it is running, it is worth the pain.

Overall: It is a single repository/database for incidents, assets, change requests and knowledge

You can easily track old tickets as well as you can figure out the approval chain, pending tickets and followup on tasks done and has to be done.

Capterra loader

All-in-one asset management under a single app

Jul 27, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Remedy Asset Management handles the complete IT lifecycle of endpoints and IT devices in general. What makes it more comprehensive is that, unlike other asset managers, it includes literally the COMPLETE lifecycle, including non-IT processes such as Procurement, Inventory, up to Depreciation and EOL (decommission or disposal). Being part of the BMC Remedy family, it also seamlessly integrate and expadn its capabilities with other related products such as Remedy ITSM and Remedy CMDB.

Having said that, what I Iike most of it is the integration of all ITAM (IT Asset Management) steps in a single suite, and the representation, mapping and auditing of all assets in a single place. Normally you would resource to several different tools to achieve this.

Cons: One thing definitely open to imporvement is the reporting module. The reporting module could be definitely improved to add more options of building and scheduling reports.

Overall: We have consolidated all our ITOM operations under a single app, readily accessible across the organization.

Capterra loader

One of best tool that tracks the status of the tickets that are being raised as part of request

Feb 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: The remedy tool is very cool and helpful in tracking the problem resolution status on various tickets that are being raised. It keeps holds of all the members that are being worked on this it provides us the space to comment on the satisfactory level of problem resolution.Overall this has a very powerful features like tracking the status of year back old tickets and it has graphical representation of the ticket status.The BMC is linked with various MNC's who are using this now.

Cons: There is nothing least about this but if BMC can concentrate on the UI make the components which are required keep available on the screen which are not much needed please locate them in seperate location and help us in navigating to it

Capterra loader

Great ITSM Tool!

Feb 20, 2019
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Remedy ITSM is great for Service Desk administration due to it´s great flexibility and customization.

It has everything you need to fine tune your Support Service, and keep track of the process with all the Reports functions it offers.

It being design for Backlog Management, Problem, Knowledge, Incident and Request Managing with a very reliable platform and server

Cons: At this point, Remedy ITSM could feel outdated along the amount of others ITSM options out there.

It´s not very easy to use therefore it needs a Learning curve.

When the ammount of tickets on the database gets huge, it could be somewhat slow to pull out old tickets and to process some reports.

Overall: Remedy ITSM has been great to implement our Service Desk Service from Scratch.

With it we can keep track of the ticket´s progress, and improve our Support Platform 100%.

Best tool for Resolving Dockets - Customer support

May 04, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It is very helpful for resolving the dockets, almost all the attributes are self explanatory, easy to use, what i like the most is reports are generated with all the details like when the docket is raised, when it is resolved, average time duration, and also we can customize the reports...It makes life easy

Cons: So far everything is useful and good about Remedy

Overall: We are using Remedy on a daily basis to resolve customer tickets...very easy to keep track of the issues, customer can revert back as well , so that we can provide optimum solution to the issues raised through remedy dockets..

I missed it, once we migrated to a different system. I still do. Great software!

Apr 16, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It was bulletproof. Rarely overloaded. Always running smoothly.

Remedy is for people who value professional work. It's almost impossible to make mistakes when routing. Data extraction is also possible and is actually pretty good, although a bit complex.

Cons: Exchanged with other systems is always flawed for some reason. I worked so far with 3 different systems exchanged with Remedy and the exchange was always problematic.

Overall: Work satisfaction and quality in performing daily tasks.

Great Tool for Large Datacenter

May 01, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: easy management for my team's incident ticket queue. can access from anywhere without a client app now

Cons: we frequently need to print incidents and change tickets to get all the info so we can travel to the datacenter and troubleshoot issues

Overall: we use Remedy incident and change management every single day as my team is a the datacenter support staff. It's crucial that we get notified immediately about incoming tickets and can access them quickly. Remedy does this for us and keeps our response time very low!

A simple change management tool

Nov 17, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: Use the 80/20 rule. It does meet most needs, however you will spend 80% of your time reaching the last 20% of your needs if you let it. Think outside the box and use integrations.

Pros: It has a simple interface.Easy to navigate around.We can access it via a web portal which makes it all the more easy and Id say more accessible anytime anywhere.You can trace the change easily which is a huge plus unlike some complex interfaces.

Cons: At times if we have a complex process i.e dealing with multiple user information can get a bit tedious.I wish I could export search results too since i always had a problem of copying and pasting stuff which was annoying.

incident management tool

Aug 05, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: It is a very good tool to manage incidents within your company, very useful when it comes to putting details in each affectation, even if you want to download the data already stored for a while and the details you want

Cons: It really is an excellent tool, but at the time of programming and managing it can be a bit complicated for the end user, that is, you will need a specialist to be able to start up your tool 100%

Decent SD tool

Jul 06, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Comments: Room for improvement for User experience and interface for making it simple to new or non technical work force

Pros: Decent Service desk tool for logging, tracking and monitoring of incident, change and problem tickets in a IT service management environment

Cons: It could be more user friendly and intuitive in terms of the user interface and user experience for non technical workforce who are new to ITSM or service desk environment.

Provides complete lifecycle management of your IT assets, from procurement to end-of-life.

Apr 20, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Pros: Software licenses management helps you avoid audit costs.

Proactively identify contract infringements and purchasing opportunities.

Know where your assets are located, who is using them, and how many there are.

Make informed decisions about IT changes.

Cons: It is possible that there are areas where it is not applicable, but in general it will cover the needs of the company.

Capterra loader

One of the Best Incident Trackers!

Nov 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love how intuitive it is. The software flows just like you'd expect.

Cons: It was something I used at Walmart corporate office when I worked there. No complaints at all ... even from a user at the largest company in the world.

Overall: I worked 3.5 years for 1-800-WAL-MART and used this software to track every single customer incident that happened in Walmart stores in the U.S. and beyond.

I have used Remedy to track Tech Help Desk requests for years.

Sep 19, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The tech user interface is intuitive and follows a logical thought process. Remedy is feature-rich, and can be configured to do exactly what I want, when I want it done. The reporting is capable, and has commonly needed reports as defaults. My techs spend a minimal amount of time documenting, and therefore most of their time helping customers. Remedy creates tech reminders, sends progress notification email to customers and generally does what a great managerial assistant would do.

Overall: automation of documentation and communication from my help desk. They have resolved with the new versions what complaints I had about scalability between multiple help desks and user groups, and the reporting required.

Industry Standard for a reason

Jun 25, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: This product takes care of all parts of the IT Lifecycle

Great service management module with SLAs and ticket tracking

Cons: This product doesn't have issues that couldn't be fixed with a little customization

Overall: Used this in the Air Force and as a Civilian and the program has been the best at tracking tickets and assets by far.

Remedy the best ticketing tool

Apr 02, 2019
4/5
Overall

2 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Its very nice tool for logging ticket and raising incident. Change, outage management can be used with remedy. Its best and most used in IT industry

Cons: its typically slow. It should be fast to use like Jira. rest all feature are very good

Overall: I am using this tool from last 7 years and happy with this ticketing tool.

Excellent ticketing tool

Dec 10, 2017
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I used it extensively for trouble tickets and asset management, and I both worked well for me. I like the asset management portion the more because it provided very valuable information if properly used. I also like being able to create queries to filter out criteria of my own choosing.

Cons: I did not like the way task were added to a ticket. I found it to be confusing, and if I was not told that a task was attached sometimes it would get overlooked.

Nice product, however out of the box options are not ready solutions available

Nov 13, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: module wise purchasing options, good cost wise, however this allows us to buy only specific modules, which might not give complete ITSM work module

Cons: The look doesnt seem catch at times. Remedy on Premise doesnt allow easy reporting.

Overall: I use it for Ticketing sytem of IT services,

Review of Remedy 9

Nov 17, 2017
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It's a very simple interface, meaning no bells or whistles, and that makes it easy to pull out the information you want for individual users if you're targeting something specific. I've been using it for years, so it's relatively easy to navigate.

Remedy Service Desk

May 21, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: It's instant.

It's very easy to use.

Ability to edit and add templates, to customize them to ones' need.

Cons: Get's too slow when the Tickets are many.

Overall: Especially in an organisation that involves customers and a back office, this is a must have.

BMC Remedy

Dec 10, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Really like the tool and works good for cross vendor communciations. It has various flexi features with good integrations with emails and managing tickets reporting works really good and helps maintain all changes for production and non production environment.

Cons: Slow response, lack of integration with new tools (or may be our org done have that), Not so easy Reporting configuration

Remedy 9 Review

Nov 17, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: That enterprise level ITSM software. Who are looking to implement ITIL practices, This will will help you do so, With module like asset, incident, management etc..Will give you confidence across the business vertical.

Cons: There is no advanced case management in remedy force like auto closer and escalation process where as we have in salesforce which i don't like. Not easy to configure.

Remedy ITSM - Kelly's view point

Jan 22, 2015
4/5
Overall

4 / 5
Ease of Use

4 / 5
Customer Support

Comments: Pros -

* Consistent UI makes it easy to navigate.

* Fully ITIL Compliant and easy to explain how using SMPM

* Easily customizable to meet company needs and business processes

* Data driven configuration/business rules allows for less customization to need to be done

* Data load capabilities are getting stronger

* Default configuration of system variables works for 90% of companies

* Continues to add new sizzle in each release

Cons -

* No end to end data model so when you do have to do a configuration or customization change you don't know all the places impacted

* Limited Mobility solution - ability to show reports/charts on mobile devices. I think Smart Reporting in 9.0 will help with this. Ability to work tickets - you have Smart IT for the Service Desk. We need it for the resolvers.

* Upgrade is a bear if you have done any customizations.

* No support for multiple overlays. Unisys has done a lot of overlays for our improvements. If a customer wants to change something then it goes in our overlay, not a second level overlay. Consequently, when we do an update to our overlay, their customization goes away.

Overall General Impression -

Remedy ITSM is the most feature complete yet flexible tool on the market. Time to implement is far less with Remedy than the competitors. The open ability to integrate is a huge plus because in today's world everyone wants all the tools form multiple vendors to work together.

Good ITSM tool

Apr 15, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: It gathers Incident, problem and knowledge management in one software and it doing it good. Tickets can be assigned ongoing change management items.

Cons: There is quite high entry level, so it takes some extra time to use it quickly and efficiently to support your business needs.

Overall: I use this software withing ITSM and we use it to track tickets, problems and trends within service and its impact on business.

Easy to use!

Feb 08, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Excellent IT ticketing software Excellent reporting Able to get reviews right from the software (from end users)

Cons: Not very customizable Very expensive Not very end-user friendly It can become very slow as more people use it

Robust but Ruthless

Mar 02, 2019
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: Remedy encompasses almost anything and everything you would need in an ITSM solution. Feature rich to the core.

Cons: There is somewhat of a learning curve here. Training is not only suggested but STRONGLY suggested

Easy to navigate interface but lags in load and search.

May 12, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Pros: Overall Interface.

Wild Card searches for key items.

Approval flow for Change Request.

Task effort tracker.

Cons: Load time for the software.

Restrictions on CRQ update post approval.

Lack of seamless CMDB integration.

ITSM out of the box or tailored, Remedy will get you there.

Jul 28, 2015
5/5
Overall

4 / 5
Ease of Use

4 / 5
Customer Support

Comments: BMCs Remedy platform has long been a core in service desks everywhere. "Platform" is the proper term, not "application". Most people hear Remedy and think 'help desk tickets'. While this is certainly the heritage and one of the strongest things Remedy does, it barely scratches the surface. Remedy ITSM provides an out of the box ITIL based solution ready to run by any organization that needs or wants to employ full lifecycle management for services. It is not just 'tickets' any more. Everything from baseline (Change) management, Problem Management, Release Management, to full Asset Management can be done in the ITSM suite out of the box. Just fill in the basics of your organization and you are good to go (this isn't a small task mind you, thinking out how to layout the organization in the beginning will leverage even more from the platform in the long run - a smart plan would be 3 months at least). Add to it BMC discovery (ADDM) and you have live asset data to feed Incidents, Change, and Assets.

As your organization matures, customization to do just about anything you can think of in a 'ticket' fashion is possible. Recent updates in the core of the platform have made preservation of customization much easier - something that had been very difficult in the past. So whether you need ITIL from the start or have custom ideas to develop, the Remedy platform can handle it all.

Remedy Review

Jul 03, 2019
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 4.0/10 Not
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Pros: This software has a very simple layout that makes tracking information down an easy task. The filtering within the application is great and allows for extremely specified results. I like the priority emails that are given based on open tickets. This process allows teams to stay on track to complete requirements and continuously close open tickets.

Cons: I don't enjoy how the UI visually looks. The application has a very outdated look that doesn't appeal to you visually. I have found difficulty when trying to close Incidents because of status issues. This has been my biggest issue because Remedy will want me to enter twenty different status boxes in order to close a ticket or I will receive multiple errors.

Overall: Overall, I wouldn't recommend Remedy for IT Service Management. I believe there are better solutions available that are user friendly while also being visually appealing.

Primary consultant in installing, configuring, customizing, health checks, and custom training.

Mar 23, 2016
4/5
Overall

4 / 5
Ease of Use

3 / 5
Customer Support

Comments: PRO: ITSM is an easy application to work with as long as training is provided beforehand to the customers. CON:Too many End Users are not using the full capability of the product as they are not taught the finer pieces of using the tool to help in their daily business. PRO: The product provides a lot of detailed connections to information that is helpful in performing one's responsibilities, making business decisions with correct information, running valid reports, and keeping an eye out for the customer based on the backend capabilities. PRO/CON: The applications are constantly changing based on the cosmetic capabilities and functionality provided; however, the past couple of updates has not been a major change to the End User's way of performing their work, which has been very helpful. Moving from one version to another makes it difficult for customers to jump on the bandwagon of changes as they took 12 to 18 months to get to the next to the highest version possible. So to move to the latest version is not a very smooth transition and results in insignificant down time for the customer. But the products are great to work with and provides all the necessary options available for the companies to be successful. CON: The challenge is getting the End Users to use the tool correctly and to use it based in its fullest capabilities.

Capterra loader

Great Tool

Jun 12, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This tool is very helpful in managing alerts & can be nicely sync with monitoring tools.

Cons: I never faced any issues & used this in my previous organization too.

Works nicely as an incident management system

Dec 08, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: Simple to use, nice interface, and helps me keep on top of all of my incoming and in progress jobs. I think once the SLA's are properly defined then it will check a lot of the boxes for ITIL standards.

Cons: As mentioned. If the SLA's are not configured properly then you can feel as if you are underperforming until you read that your SLA was breached at 4 in the morning on a Sunday. Also the change request can be cumbersome if you have not used the process previously.

Remedy ITSM

Dec 04, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Organizes your incidents and changes. Allows you to search history and run customized queries.

Cons: Customization is complex and costly. Should be easier.

Great backend and with MyIT/SmartIT a better product

Jan 21, 2015
5/5
Overall

3 / 5
Ease of Use

4 / 5
Customer Support

Comments: Having played with ITSM since the 5.x days, and the 7.x release since the beta, I have always felt that this product is the leader that other companies would rip off.

The backend of ITSM cannot be beat by any vendor, one can almost make it do anything and captor any data, any manager could use in a report.

For example we have BPPM and BAO, tied to our ITSM system. So we auto-create, auto-rout and even auto-close incidents. ADDM populates our CMDB, so can keep track of what is in our environment. I wonder what is out there that can do all of that seamlessly.

However, the long standing issue with ITSM is how complicated it was and still is. Not just to install, but to use.

The first versions had mutable pages of data that needed to be entered, just to create an incident. As the product matured the number of data items reduced, however, not to the degree that our customers needed or wanted.

The first attempt to reduce this was SRM. However, way too many SRD (service requests) were created without thinking of the end user. This is where MyIT (for the end user) and SmartIT for the support user came in.

Having been playing with MyIT for a few months and a much shorter time on SmartIT, these two items will be what now gives a great backend a face one could love.

Remedy

Jan 22, 2015
4/5
Overall

3 / 5
Ease of Use

4 / 5
Customer Support

Comments: I have been a user of Remedy for about 14 years and have done integrations for the past 10 with products like Atrium Orchestrator and Opalis. Remedy is a very powerful forms tool that is extremely customizable. Performance can vary widely based on load. It complements an ITIL approach or organization very well. Of the products that I have used, it is certainly the most complex, but also the most feature rich.

The issues that I have with it are mainly in two areas. Upgrades are difficult and very time consuming especially if there have been several customizations done. Depending on how these customizations were implemented, each one may have to be redone post upgrade.

The second major issue is the user interface itself. I have heard it described as being written by developers for developers. When first exposed, many things are not intuitive and require "end user training" to stay consistent. I hope that this is enhanced and streamlined in future releases as I find the user experience lacking.

Overall, I am pleased with the Remedy ITSM product from a user and integration prospective. It does what we need it to do, and we get good support. Products can always be streamlined and user experiences continue to evolve.

Service Management

Jun 23, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Gather, analyze, store and share information to resolve any previously known issues. Self- and Service Catalog.

Cons: Lack of integration with client management to show details of end users machines and automated remediatio

Great IT Support Tracker

Mar 26, 2019
3/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We can easily track all tickets resolved. Also, track any particular behavior in case we face any bug or virus on multiple users reporting the same issue.

Easy categorization for tickets.

Cons: GUI looks pretty slow.

Sometime users report some slowness in the tool and this affects users experience.

There are a few fields mandatory that for some users are annoying since there is no like an option for a quick ticket to report a particular emergency that wants our support ride away.

Overall: We are using this tool to manage all report for each user that is requesting assistance from IT support by creating a ticket. They are are to copy all relevant information about the issue that users is experiencing with the device and any of the peers from IT support can go directly to the users that is facing the problem and provide the correct support. We already know what we need to have in order to solved users issue since there is an initial description for that. We can also track who has resolved previous ticket and easily provide report and have a history for each of electronic product we internally provide support on the company.

manageing IT with Remedy Force

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: good reporting system, easy to use, many 3th party apps and add-ons

Cons: encoding issues with hebrew

Overall: i have been using Remedy Force to manage all of my IT organisasion (incident and Service request for some weeks. the system is very easy to use and offerces a self service portal and knowladge managment that are very usefull to my costumers.

the reporting system is very good and allows me to pull out top heaters and known issues that i can escalaite to my IT org

Pros and Cons

Aug 18, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Consistent UI makes it easy to navigate. Fully ITIL Compliant and easy to explain how using SMPM. Easily customizable to meet company needs and business processes

Cons: No end to end data model so when you do have to do a configuration or customization change you don't know all the places impacted. Upgrade are tough if you have done any customizations.

Capterra loader

Incident management application

May 30, 2019
2/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: The tool has an extensive database. And I can also look at recent or future changes, open Pkes and incidents.

Cons: Software architecture needs an urgent rework. Shows constant application failures. Information disappears, access flips intermittently, errors in querys, in HTML. It becomes a time consuming job to use the tool

Overall: I have worked with remedy for more than 5 years. Initially it worked in application installed in the machine, it fulfilled its functions with competence. Since the access was changed and the platform became web the problems started. Since then the tool has become a problem, I hope the development team can intervene one day;

Mercator review of Remedy IT Service Management

Jan 23, 2015
3/5
Overall

3 / 5
Ease of Use

2 / 5
Customer Support

Comments: PROS:

- big community of users,

- generally lots of best practices are incorporated into the tool,

- listed as ITIL compliant (but see below coment...),

- offers lots of ITIL processes,

- well-connected OOTB with CMDB, BPPM, ADDM, other BMC tools,

- mostly well accepted among users (if we ignore product defects).

CONS:

- very difficult to understand process steps in Remedy and SMPM and relate them to ITIL process steps. SMPM, Remedy and ITIL have 3 different versions of the process, with not obvious relationship between them. None of the consultants knew the answer to this...

- the tool has lots of issues, some of them are very serious (e.g. server hangs and crashes every 2-3 days, some of our users cannot log onto SRM console, ...)

- support by BMC is generally poor. Very difficult to get people who understand what the problem is and even more difficult to find the ones able to resolve it. Unsatified almost 100%.

- Remedy is generally very slow for people doing lots of updates in the tool. I have seen 2 different installations and both have slow response times

- some easy things are actually a science in Remedy. E.g. how to add a column to Overview or Incident Console.

- old and clumsy interface, looks like it was built at the beginning of internet

- unpredictable system, sometimes works nice for days, and then it just starts behaving strangly (flush-cash becomes a regular thing to do, both server-side and client-side)

- there is practically no support nor consultants in our area, which makes us dependent on near-shore consultants, which is not practical

- upgrade is a nightmare, even with small amount of customizations that we had. It took us 2 months to perform it, and we still haven't resolved all the issues occured during upgrade

OVERALL IMPRESSION:

- good tool, but that volume of bugs leaves a really bad taste in the mouth...

Capterra loader

I love this software

Sep 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: This is the first ticketing system i have ever used. I love it

Cons: Great software, only issue is it times out from time to time

Enterprise Incident and Change Tracking Software

Oct 05, 2018
2/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: Remedy works well in modern web browsers which is something anyone can appreciate. Specifically browsers that handle advanced web applications well such as Google Chrome. The general layout is relatively intuitive and a lot of organizations will use their development framework to customize.

Cons: The application feels extremely bloated even for a web application. I find myself often spending more time waiting for a screen to load than I do resolving the issue, documenting the incident, or logging the change request.

Capterra loader

Great product

Aug 21, 2018
5/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This product is great if u want to log your tickets in

Cons: It's an older base format that needs some work

Complex and Complete

Jan 29, 2015
4/5
Overall

3 / 5
Ease of Use

4 / 5
Customer Support

Comments: PROS

- when you setup Remedy ITSM you are able to work as ITIL says. ITSM brings you the ITIL standard process.

- all the applications inside the ITSM suite are connected natively: You can open a Change from an Incident. You can configure your SLA and measure it on Incident and Change. You configure your foundation data (about people, site, company and so on) once, and then your data are available to all the applications (incident, change, problem etc.)

- based on the famous BMC Remedy ARS Platform: it takes few days to understand how to develop on this framework, without know any programming language. After this, you are able to customize ITSM applications to fit your process needs.

- powerfull CMDB

- recently integrated with MyIT and SmartIT, two apps used to manage ITSM process through a new grafic interface and from any device

CONS

- sometimes the interface is not so easy-to-use, and it looks like a 90's software

- it's hard to tune the performance because ITSM architecture is based on a lot of components: network, db, os, midtier.

Prior job, used this in high level gov agency.

Jun 26, 2018
2/5
Overall

1 / 5
Ease of Use

4 / 5
Features & Functionality

1 / 5
Customer Support

1 / 5
Value for Money

Pros: Great at storing a bunch of data.

**See cons for why this isn't optimal**

***Hint, data storage isn't issue, data discovery is***

Cons: What a behemoth! Pure entreprise bloatware. We paid very large sums of money to have specialized contractors develop custom forms... and then realized it was so rigid/compartmentalized we could never find the data.

And as to customer support? You paid through the nose... only for them to recommend a service contract person.

Junk.

Capterra loader

Works OK, but has some flaws

Jan 09, 2019
3/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: - A lot of features and options.

- Good (logical) interconnections between fields/tables etc

Cons: - The user interface could be better

- Some unexpected errors

- Horrible web interface (e.g.: multiple scroll bars in the same window, sub-windows larger than the screen size)

Overall: I used Remedy in the last 3 years to process automatic generated incidents and changes. Overall it was a good experience, but you always have the feeling that you are using an older, obsolete software.

Remedy as a tool for change request and incident management is useful

Jan 26, 2019
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Extremely
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Pros: * Supports Change Management

* Facilitates Incident Management

* Request Management is embedded within the tool

* Implementation timeframe is extremely less

* Helps standardization by eliminating multiple legacy tools

* Workflows can be defined to track the request/ incident management process

Cons: * It is not very intuitive

* It takes time to get hands-on with the tool

* Some features like searching for group could be simplified. If there are hundreds of groups user has to scroll using a small arrow which is highly cumbersome.

* Creating change request requires lots of practice

Overall: Organization has adopted ITSM Remedy tool a few years ago. It was difficult in the initial few months. However, experience members are use to this tool now. New team members take time to understand the tool.