Remedy 9 is a digital service management platform that combines a service desk manager, a change manager, a service delivery manager and an IT director into one solution. It provides both web-based and on-premise deployment.
The solution provides smart reporting features that enable users to create custom reports and convert them into dashboards. It offers incident and problem management, which can detect recurring incidents. Its self-service application is connected with social media and provides virtual and live chat help for resolving customer queries.
Remedy 9 keeps track of changes in IT configuration and identifies change collision in advance. Through its asset management capabilities, the solution can manage the lifecycle of IT assets from procurement to end-of-life.
Remedy 9 enables users to define a service catalogue for both internal and external customers. Its admin panel facilitates management of servers, email integrations, applications and security preferences.
kundan from ncorp
I want to see this product which is used for asset management system in software management . I think is a good software.
Tim from PSPC
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.
Greg from BlackBerry
Employees number: 1,001-5,000 employees
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.
Very robust and covers most things very well. Highly customizable as well.
The over cost is rather steep and it requires some robust hardware to truly be performance savvy.
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.
Ted from OTIP
We used Asset Management to help organize our CMDB into something that could be managed and provide real value, this helped us accomplish that.
Ted from OTIP
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.
nitzan from MedOne
Employees number: 11-50 employees
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
good reporting system, easy to use, many 3th party apps and add-ons
encoding issues with hebrew
Mario from Seavus
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.
Lenny from Consultant Department
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.
Jim from CSRA
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.
Eva from PEN tech
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.
Charles from Contractor
Pros - very easy to customize, tons of features,
Cons - very complex asset management, lots of admin duties
Patrick from Manitoba Public Insurance
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!
Stefanie from State of Minnesota
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.
Oliver from NTT DATA
Improved a lot with new mobile features and functions in the latest Version 9
Patrick from Tyson Foods, Inc.
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.
Shayne from Manitoba Public Insurance
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.
Ryan from LMC
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.
Ray from GoA
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.
Nitin from British Telecom
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.
Sandra from CACI
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.