Remedy IT Service Management

Remedy IT Service Management

4 / 5 47 reviews


Average Ratings

47 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

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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.


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Remedy IT Service Management Reviews Recently Reviewed!

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
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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.

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
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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.

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
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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.

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.

Its good software to capture asset information and Tracking devices

Sep 12, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to capture asset information and helpful at audit timing. Easy to split site, department, user wise

Cons: Its taking long time to generate and fetch asset information's and Some time applications are not responding

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.

asset management

Feb 25, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: I want to see this product which is used for asset management system in software management . I think is a good software.

Best service management tool on the market?

Jan 18, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: With 20 years of ITSM implementation experience over a variety of tools including IBM, HP, BMC, AXIOS, and Service Now I can say that this tool has above average leadership in terms of implementation. Key qualities are;
1. simplicity of OOB installs
2. completeness of ITIL processes and functions
3. flexibility of configuration without coding.
4. excellent user interfaces

Potential pitfalls of the solution are that you can easily get into coding, create a customized system and damage your upgrade path. At all costs, you do not want to code customizations.

Very robust ITIL Compliant solution

Jan 06, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Very robust and covers most things very well. Highly customizable as well.

Cons: The over cost is rather steep and it requires some robust hardware to truly be performance savvy.

Overall: The ITSM suite takes an 80/20 approach. It will certainly cover most of your needs and in some cases, all of your needs. There are aspects of it that will not be applicable to some as they strive to give something to everyone. We used it out of the box for a while but also heavily customized areas that didn't quite match up with our business cases.

It ties things like incident and problem and change management together nicely. Due note that the licenses can get quite expensive when you bring more and more modules on.

Recommendations to other buyers: Don't be afraid to customize it to meet your needs that do engage experienced devs as you can easily break something down the chain.

CMDB Solution

Nov 03, 2016
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: We used Asset Management to help organize our CMDB into something that could be managed and provide real value, this helped us accomplish that.

Solid ITSM Application with a platform to grow on

Nov 03, 2016
4/5
Overall
3 / 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: Using Remedy ITSM gave us the flexibility to use some out of the box features to launch quickly while combining an intuitive platform to develop our custom needs. Having the rest of the BMC suite available for easy integration was helpful as well.

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

BMC ITSM is a great software and moneysaver

May 18, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I have been using BMC ITSM apps for last 6 years in few companies and my general experience is very good. Starting with user interface and end user experience, then with admin and developer environments but with customization tasks as well, I can compare those ITSM application with many others I have tried to work with. BMC ITSM covers all needed ITIL processes and offers lot of functionalities. Also, BMC ITSM software is always involved in business processes improvement but also improves it's tools for admins, developers and end users.
I would definitely like to continue to use BMC ITSM software and recommend it to other companies.

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.

Outstanding software that greatly enhances our business effectiveness

Mar 13, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We rely on this software for a variety of customer support areas including incident management, problem management, and reporting. We will soon move into asset management (CMDB) and change management.
Software has been easy to train new users, easy to search for information within the Remedy system, and straightforward for developing reports.
We have not had many incidents with the software itself becoming unavailable due to software issues such as Tomcat services hanging or other issues.

A robust suite for all types of businesses

Feb 21, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I have worked on Remedy ITSM and found it robust and secure which can offer huge benefits to organisation investing in this solution either for their own use internally or when serving other clients. The suite is bundled with Incident Management, Change Management, Release Management, Problem Management, Knowledge Management, Asset Management et where you can take control of all your infrastructure. The tool offers onsite and remote access so you could basically access it from any where with the advantage of access via smart devices. A total solution which is highly recommended, easy to learn and configure.

Complex product but lots of features

Jan 08, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Customer Support

Comments: Pros - very easy to customize, tons of features,

Cons - very complex asset management, lots of admin duties

Easy to create new fields/modules

Dec 09, 2015
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: It was easy to create new fields and modules, and integrate our systems with other systems.

Be it via email, web service, or integrator, its easy!

Complex product with a lot of flexibility

Nov 05, 2015
4/5
Overall
3 / 5
Ease of Use
4 / 5
Customer Support

Comments: The State of Minnesota has owned the product for 3+ years. One of the agencies implemented 3 years ago. My agency was onboarded this year. We used BMC consulting. The consultants were very knowledgeable. The implementation of the change and asset management pieces went very smoothly. The implementation of the incident piece has been more difficult, mostly because we are not using SRMs. We could have planned better to make the transition go more smoothly, but overall, I am happy with how Remedy is working. One of my biggest pain points is that the system is in the cloud, so we are not able to make changes that we need.

State of the art ITSM solution

Oct 07, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Improved a lot with new mobile features and functions in the latest Version 9

ITSM Review

Aug 31, 2015
5/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Have been using the solutions for 15+ years, they are constantly improving. This has historically been good for the end users, not always for the tool admin side. This has been getting better with the last few releases, there is certainly room to improve. We have good staff internally that execute well, would like to see solutions to make their jobs easier without use of consultants. We have been using the CMDB (ADDM & SCCM feeds) for the past few years and am big fan of the solutions. Would like to see their usability with ITSM simplified. Perhaps simpler relationship creation. This is always a complaint from our service staff that it is too cumbersome, even though it's not difficult.

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.

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.

ITSM 8.x has some great features and capabilities

Jul 27, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: The concepts and processes behind the ITSM application are very useful and intuitive, but as a developer of Remedy there are a lot of disconnects in the code which make the application somewhat inefficient. Just as the user interface is being streamlined for ease of use (such as MyIT and Smart IT), so should the underlying code/workflow to improve performance and customizability.

This is really cool software and manages us not only for ITSM but for Network Management

Jul 27, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: We have used ITSM for IT service management as well as for network service management. This helps our Customers in many ways like reducing support cost, managing support activites, maintaining CIs etc.

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.

Remedy 7.5 ITSM Review

Jun 01, 2015
4/5
Overall
3 / 5
Ease of Use
4 / 5
Customer Support

Comments: Pro's are that it is completely customizable, we do this a lot, it implements ITIL which most companies would like to follow. Support for us has been really good from our BMC support vendor.
Cons:- Usability is really bad and not modernized at all. We ran into a lot of Memory ceilings with it being a 32 bit system. Way too many clicks
Version 8 that we are upgrading to did not improve screens much and SRM(Request Console) is a disaster with the amount of Clicks required to scroll through Categories(We have many).
Really looking forward to trying MYIT and SMARTIT. I think the efforts for thew above have been applied in these 2 products as apposed to the actual Module screens which I understand. I hope they are as impressive as they look.

Breaking the mold!

May 18, 2015
4/5
Overall
3 / 5
Ease of Use
4 / 5
Customer Support

Comments: For the first time BMC Remedy has a proven track record and a cutting edge "Head Turner" software. The design has been rethought and had a complete face lift. Typically you don't see a software suite of this magnitude make this many changes and improvements in one version.

Like: The long awaited Smart Reporting which provides extensive reporting capabilities into your environment. A interface that used to resemble Filemaker pro now looks like Facebook providing intuitive user interaction.

The only thing I see development wise still remaining is for SmartIT to support all customizations and workflows.

Deliver great improvements with BMC Remedy

Mar 18, 2015
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We're using the on-premise version of Remedy. As we don't allow (and the good thing is, it's also not needed) any customization, we're saving a lot of money in Remedy operations and can easy participate from every new release.
The reliability is outstanding, we don't had any outage for 4 years in a row now.
Process maturity is very high and we have ISO 20000 auditors who check this every second year.
The end-user experience (self-service) could be improved. Even that the process flow and option are very good, the UI is not state of the art.
Some out-of-the-box reportings could be improved / be more flexible.

ADDM upgrades, CMDB and Remedy ITSM Support

Mar 17, 2015
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: Good ADDM upgrades and support documentations available.
Need more information and training regarding CAM.
More information and support needed for SWLM in Asset.
Remedy upgrades support to be included

ITSM 8 - Slowly getting there

Mar 13, 2015
3/5
Overall
3 / 5
Ease of Use
4 / 5
Customer Support

Comments: BMC Remedy ITSM has made some great progress towards a platform that allows a support user to easily navigate around the application. Once can easily say that great progress has been made in usability in ITSM which has increased adoption of the application. Personally, I think we need to do more. Countless times I get told that the BMC applications look very old school, this is in relation to field layouts and table fields.
We need HTML based Table fields that make our applications look smarter and updated. While we could potentially use view fields to show the HTML code and some fancy javascript to move data from a HTML cell to a remedy field, it needs to be easier.

I am however loving the simplicity that has been built into ITSM 8. Another great feature would be if the various modules could stretch to fit a users screen size.

ITSM REview

Feb 02, 2015
5/5
Overall
4 / 5
Ease of Use
3 / 5
Customer Support

Comments: BMC ITSM is a great product and follows ITIL processes VERY well.
On the downside though, the forms tend to be a bit busy, and there are many required fields delaying quick submission of tickets. Note: SmartIT is doing VERY well at addressing this issue.

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.

ITSM Application Review

Jan 27, 2015
3/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support

Comments: Pros:
A good ITSM tool for any company to implement ITIL practise in the system. Provides lot of functionality.
Cons,
Need to make the UI more simpler and easy to navigate.
Have to improve the dashboard and reporting functionality available OOB.

Review for ITSM

Jan 26, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: We are currently using 7.6.04 of ITSM. So, I will give my comments based on that version:

Pros
ITIL-based
Not as many tabs as in previous versions
Ease in getting between modules
Ease of moving between statuses
Making relationships is easy

Cons
Difficulty in getting to the categorizations
No Task Console for the IT Home page
Wish the screen was even more concise
Should be easier to get to Tasks for an Incident or Change

While I have listed some of the pros and cons on ITSM, my overall impression is that it is getting better. I look at what is coming with SmartIT and am really excited to see how my company will respond to the changes there. I am ready to see even more personas moved over to SmartIT so it would make it easier to make the switch over to that. Thanks to the BMC team for continually improving to make ITSM better within Remedy!

Process Flow Bar is fantastic

Jan 25, 2015
4/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support

Comments: A grt product to use. I think we, and our customers like the process flow at the top of each module as this reduces requirements to fully understand an end-to-end process,

As a reseller, I think BMC could do better with the data-load spreadsheets. Feedback from customers is that they are not that intuitive and therefore we (and them) spend a long time ensuring they understand what is required, and the implications of getting this wrong.

ITSM - Prime Time

Jan 23, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: After reviewing ITSM 8.X I am impressed, it is easier to use, has better performance and is more intuitive. Much improvement over previous versions, will be rolling out pilot this year, looking forward to using it and additional things in the pipeline for next release.

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...

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.

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.

Remedy ITSM Review

Jan 21, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: The Remedy ITSM Suite has enabled our organization to accomplish a lot in the Incident, Service Request, and Change spaces. The tool is incredibly flexible which allows us to meet our particular business needs. On the downside, a lot of times it feels like there are a lot of different tools involved but little in the way of instruction on proper use. The new Smart IT interface has done a lot to fix that issue, but it has the trade-off of reducing flexibility to adapt our own business processes.

Comprehensive Solution Flexible to Meet Unique Demands

Jan 21, 2015
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: Remedy features a solid set of ITSM functions. One can use straight out of the box or customize to meet the most demanding requirements. It is easy to get loss in all the possibilities of the product. We are now showing how IT provides value to the business.

I have enjoyed the support from BMC in developing a robust ITSM solution. They have able to revolve various challenges we have encountered.

The one area that has been a challenge is integrating Remedy AR into RemedyForce. The tools have not been perfect as would be expected. They are resolved eventually but would expect better coordination between the two products.

Remedy ITSM

Jan 21, 2015
4/5
Overall
4 / 5
Ease of Use
3 / 5
Customer Support

Comments: Pros: Ease on integration, development, configuration.

Cons:
Slow Performance of Web interface as compare to other tools
Incident, Change Problem UI are too bulky, most of the attributes are not used.
Upgrades are reall
Admin dont have thick client now
No Pre-built maintenance page or similar kind of pages.
Report creations are not to easy for end user prespective

Remedy

Jan 21, 2015
4/5
Overall
4 / 5
Ease of Use
3 / 5
Customer Support

Comments: I guess there a lot of changes to make Remedy better.

The first one, migrations, delta data, between environments, upgrades, all can be simplified, Why not use some log o sql querys capture to reply in others environment. So you can take you sql querys and update info, developments, etc.

Support, Centralized some ticket number around world, including partners, so BMC also can track and keep an eye on how partner attends.

Communications, Inform everybody about fix, common mayor issues, no to wait we face the problem.

Customization, Allow to add, or change some behavior thru parameter settings, no only thru development.

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.

itsm review

Jan 21, 2015
4/5
Overall
3 / 5
Ease of Use
2 / 5
Customer Support

Comments: Great product without good support

ITSM Upgraded

Jan 21, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Firstly, let me start off my saying that the ITSM suite is extremely powerful. After working in remedy for over 14 years I know the power that it has. That being said I do feel that we need to make the application look and feel new. If you look at the table fields or character fields in ITSM out-the-box they look old. Why do we not have HTML tables that when you select a row on push the row selection to a remedy field? Or use more HTML in view fields to present the information to the end user?
I love the clean white background and when I first saw it I loved it. You guys have definitely come a long way in the upgrading of the ITSM application and I cannot wait to see what ITSM 9 will bring along.

Overall I still believe the Remedy ITSM application suite is the best in the market and that is something that I have proudly defended. Good job guys.