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.



75 Reviews of Remedy 9

Overall rating

4.15 / 5 stars

Filters:

Showing 1 - 20 of 75 reviews

January 2019

Razvan from Atos IT Solutions and Services A/S

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

5 of 5

January 2019

Works OK, but has some flaws

I used Remedy in the last 3 years to process automatic generated incidents and changes. Overall it was a good experience, but you always have the feeling that you are using an older, obsolete software.

Pros

- A lot of features and options.
- Good (logical) interconnections between fields/tables etc

Cons

- The user interface could be better
- Some unexpected errors
- Horrible web interface (e.g.: multiple scroll bars in the same window, sub-windows larger than the screen size)

December 2018

Greg from Medical Devices

Company Size: 5,001-10,000 employees

Review Source


Ease-of-use

3 of 5

Functionality

3 of 5

December 2018

Works nicely as an incident management system

Pros

Simple to use, nice interface, and helps me keep on top of all of my incoming and in progress jobs. I think once the SLA's are properly defined then it will check a lot of the boxes for ITIL standards.

Cons

As mentioned. If the SLA's are not configured properly then you can feel as if you are underperforming until you read that your SLA was breached at 4 in the morning on a Sunday. Also the change request can be cumbersome if you have not used the process previously.

December 2018

Jake from CIE Tours International

Company Size: 51-200 employees

Review Source


Ease-of-use

2 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

December 2018

Expanded Tool - Not User Friendly

Pros

Remedy can be a great tool in the right hands but it's a bit difficult to use. You can manage both tickets and assets all in one place.

Cons

Not user friendly, needs A LOT of training to even use the basic functions. Wish it was easy to use, training new engineers takes a long time.

December 2018

Mati from CapGemini

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

December 2018

Remedy ITSM

Pros

Organizes your incidents and changes. Allows you to search history and run customized queries.

Cons

Customization is complex and costly. Should be easier.

November 2018

Rekha from IBM

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

Nice product, however out of the box options are not ready solutions available

I use it for Ticketing sytem of IT services,

Pros

module wise purchasing options, good cost wise, however this allows us to buy only specific modules, which might not give complete ITSM work module

Cons

The look doesnt seem catch at times. Remedy on Premise doesnt allow easy reporting.

November 2018

Josh from Walmart, Inc.

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

One of the Best Incident Trackers!

I worked 3.5 years for 1-800-WAL-MART and used this software to track every single customer incident that happened in Walmart stores in the U.S. and beyond.

Pros

I love how intuitive it is. The software flows just like you'd expect.

Cons

It was something I used at Walmart corporate office when I worked there. No complaints at all ... even from a user at the largest company in the world.

October 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

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.

October 2018

Anonymous

Verified Reviewer

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

2 of 5

Functionality

3 of 5

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.

September 2018

Brian from HCL Technologies

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

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

August 2018

Arram from American Public University System

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

3 of 5

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

August 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

2 of 5

Functionality

3 of 5

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.

August 2018

jesus from Telefonica venezolana

Company Size: 5,001-10,000 employees

Review Source


Ease-of-use

4 of 5

Functionality

4 of 5

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%

July 2018

Jose from GB Advisors, Inc.

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

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.

July 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

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

July 2018

Adnan from Atos India

Company Size: 10,000+ employees

Review Source


Ease-of-use

4 of 5

Functionality

4 of 5

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.

June 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

1 of 5

Value for money

1 of 5

Customer support

1 of 5

Functionality

4 of 5

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.

June 2018

Timothy from The George Washington University

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

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.

June 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

4 of 5

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

May 2018

Ashish from Infosys Limited

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

3 of 5

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.

April 2018

Patricia from CANTV

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

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.