Remedy 9 Software


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.

Report creation
Report creation

Report creation

Formless data entry

Formless data entry

Mobile views

Mobile views

Supported Operating System(s):

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



69 Reviews of Remedy 9

Overall rating

4.0 / 5 stars

Write a review

Showing 1 - 20 of 69 reviews

Start your review of Remedy 9

Write a review
LinkedIn icon
Verified Reviewer

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

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Remedy Good but not Great

Pros

Has mobile tools to help be productive anywhere.

Cons

The customer self service portal isn’t as friendly & well laid out as it could be.

Review Source: Capterra
LinkedIn icon
Verified Reviewer

Number of employees:  10,000+ employees

Ease-of-use

Functionality

October 2018

Enterprise Incident and Change Tracking Software

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.

Review Source: Capterra

Brian from HCL Technologies

Number of employees:  501-1,000 employees

Ease-of-use

Functionality

September 2018

I love this software

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

Review Source: Capterra

Arram from American Public University System

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

Ease-of-use

Value for money

Customer support

Functionality

August 2018

Great product

Pros

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

Cons

It’s an older base format that needs some work

Review Source: Capterra
LinkedIn icon
Verified Reviewer

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

Ease-of-use

Functionality

August 2018

Remedy Review

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.

Review Source: Capterra

jesus from Telefonica venezolana

Industry:  Telecommunications

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

Ease-of-use

Functionality

August 2018

incident management tool

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%

Review Source

Jose from GB Advisors, Inc.

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra
LinkedIn icon
Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

July 2018

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

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

Review Source: Capterra

Adnan from Atos India

Industry:  Software / IT

Number of employees:  10,000+ employees

Ease-of-use

Functionality

July 2018

Decent SD tool

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.

Review Source
LinkedIn icon
Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

June 2018

Prior job, used this in high level gov agency.

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.

Review Source: Capterra

Timothy from The George Washington University

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra
LinkedIn icon
Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

June 2018

Service Management

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

Review Source: Capterra

Ashish from Infosys Limited

Ease-of-use

Value for money

Customer support

Functionality

May 2018

Easy to navigate interface but lags in load and search.

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.

Review Source: Capterra

Patricia from CANTV

Ease-of-use

Value for money

Customer support

Functionality

April 2018

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

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.

Review Source: Capterra
LinkedIn icon
Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra
LinkedIn icon
Verified Reviewer

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

Ease-of-use

Functionality

April 2018

Good ITSM tool

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.

Review Source: Capterra
LinkedIn icon
Verified Reviewer

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

Ease-of-use

Value for money

Customer support

Functionality

March 2018

I really struggle Remedy ITSM.

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.

Review Source: Capterra

Antonio from GB Advisors, Inc.

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

shaik from Loyalty Methods

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

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

Review Source: Capterra

Riccardo from SITE

Industry:  Utilities

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

February 2018

Easy to use!

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

Review Source

Displaying 1 - 20 of 69 reviews