Remedy 9 Software

4.09 / 5 (89)

About Remedy 9


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.



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Supported Operating System(s):

Windows 7, Web browser (OS agnostic), Windows 8

89 Reviews of Remedy 9

Average User Ratings

Overall

4.09 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(29)

4 stars

(44)

3 stars

(11)

2 stars

(5)

1 stars

(0)

Likelihood to Recommend

Not likely

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Showing 1-20 of 89 reviews

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August 2015

Shayne from Manitoba Public Insurance

Review Source: Capterra


Ease-of-use

4.0

Customer support

5.0

August 2015

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

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.

July 2015

Sandra from CACI

Review Source: Capterra


Ease-of-use

4.0

Customer support

4.0

July 2015

Love Remedy ITSM 8.1.01

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.

March 2018

Antonio from GB Advisors, Inc.

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

March 2018

Former RAC and BMC Accredited Administrator AR System

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.

June 2018

Timothy from The George Washington University

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

June 2018

Complete Helpdesk and IT service management solution

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.

July 2018

Jose from GB Advisors, Inc.

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

July 2018

All-in-one asset management under a single app

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.

February 2018

shaik from Loyalty Methods

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2018

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

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

February 2019

Jorge from Sykes Enterprises, Incorporated

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3.0

Value for money

5.0

Customer support

3.0

Functionality

4.0

February 2019

Great ITSM Tool!

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%.

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.

May 2019

Bala Jyothi from BSNL

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

May 2019

Best tool for Resolving Dockets - Customer support

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..

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

April 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

April 2018

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

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.

May 2019

Tony from Newstech LLC

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4.0

Functionality

4.0

May 2019

Great Tool for Large Datacenter

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!

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

November 2017

Nilesh from New York University School of Engineering

Company Size: 201-500 employees

Review Source


Ease-of-use

4.0

Value for money

3.0

Customer support

3.0

Functionality

4.0

November 2017

A simple change management tool

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.

August 2018

jesus from Telefonica venezolana