Remedy 9 software


68 reviews(4.0/5)
68 reviews(4.0/5)

Remedy 9 is a cloud-based digital service management solution that combines a service desk manager, a change manager, a service delivery manager and an IT director into one suite. It is also available for on-premise deployment.

The solution provides 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 catalog for both internal and external customers. Its admin panel facilitates management of servers, email integrations, applications and security preferences.

Support is available via phone and email.

Supported Operating System(s):
Windows 7 , Web browser (OS agnostic) , Windows 8

68 Reviews of Remedy 9

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  • Brian from HCL Technologies

    Number of employees: 501-1,000 employees

    September 2018

    I love this software

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Arram from American Public University System

    Number of employees: 1,001-5,000 employees

    August 2018

    Great product

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    This product is great if u want to log your tickets in

    Cons

    It’s an older base format that needs some work

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    August 2018

    Remedy Review

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    Remedy hasn't been the best service management software I have used, but it's also not the worst. Cluttered, very unfriendly to new users, slow, and overall lacking features that other software provided

    Pros

    Gives users a lot of power to view cases and different tickets.

    Cons

    Cluttered interface.
    Cannot have multiple cases open at once.
    Cannot have multiple comments open at once.
    Not user friendly and too many hard stops.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • jesus from Telefonica venezolana

    Specialty: Telecommunications

    Number of employees: 5,001-10,000 employees

    August 2018

    incident management tool

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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%

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Jose from GB Advisors, Inc.

    Number of employees: 11-50 employees

    July 2018

    All-in-one asset management under a single app

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    July 2018

    Feature rich, but only if you're experienced with it

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Easier ticket tracking and management, makes IT helpdesk job a lot more manageable.

    Pros

    Remedy is filled with features and the ability to customize it to fit your organization is really helpful. Even their old software till now is pretty useful for my organization

    Cons

    Complexity is high, you really got to be trained to use this software, and it's not for people with the faint of heart. Tho you might also want to update to their latest software, because legacy support for older software is pretty sparse

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Adnan from Atos India

    Specialty: Software / IT

    Number of employees: 10,000+ employees

    July 2018

    Decent SD tool

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    June 2018

    Prior job, used this in high level gov agency.

    Ease-of-use
    Functionality
    Quality
    Support
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Timothy from The George Washington University

    June 2018

    Complete Helpdesk and IT service management solution

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    June 2018

    Service Management

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Ashish from Infosys Limited

    May 2018

    Easy to navigate interface but lags in load and search.

    Ease-of-use
    Functionality
    Quality
    Support
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Patricia from CANTV

    April 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    April 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Work satisfaction and quality in performing daily tasks.

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    April 2018

    Good ITSM tool

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

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

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    March 2018

    I really struggle Remedy ITSM.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    It allowed all requests to come through a single point of entry.

    Pros

    It allows requests and work orders to all come in through a single front door and be monitored and tracked.

    Cons

    It is clunky, it is slow, it is hard to use, it is not at all user friendly and if there was any better tool available in out app catalogue I would use that instead.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Antonio from GB Advisors, Inc.

    Number of employees: 11-50 employees

    March 2018

    Former RAC and BMC Accredited Administrator AR System

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • shaik from Loyalty Methods

    Number of employees: 201-500 employees

    February 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Riccardo from SITE

    Specialty: Utilities

    Number of employees: 501-1,000 employees

    February 2018

    Easy to use!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Adarsh from Tata Consultancy Services

    Specialty: Software / IT

    Number of employees: 10,000+ employees

    December 2017

    Excellent ticketing tool

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source
  • Srajan from Tata Consultancy Services

    Specialty: Software / IT

    Number of employees: 10,000+ employees

    December 2017

    BMC Remedy

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This review was submitted organically. No incentive was offered
    Review Source
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