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.

 

Remedy 9 - Report creation
 
  • Remedy 9 - Report creation
    Report creation
  • Remedy 9 - Formless data entry
    Formless data entry
  • Remedy 9 - Mobile views
    Mobile views
Supported Operating System(s):
Windows 7, Web browser (OS agnostic), Windows 8

58 Reviews of Remedy 9

 

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Software Advice Reviews (7)
More Reviews (51)

Showing 1-7 of 7

Riccardo from SITE
Specialty: Utilities
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

February 2018

February 2018

Easy to use!

Ease-of-use

Functionality

Product Quality

Customer 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

Review Source
 
 

Adarsh from Tata Consultancy Services
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

December 2017

December 2017

Excellent ticketing tool

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Srajan from Tata Consultancy Services
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

December 2017

December 2017

BMC Remedy

Ease-of-use

Functionality

Product Quality

Customer 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

Review Source
 
 

Harsh from Fidelity Investment
Specialty: Banking
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2017

November 2017

Remedy 9 Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

That enterprise level ITSM software. Who are looking to implement ITIL practices, This will will help you do so, With module like asset, incident, management etc..Will give you confidence across the business vertical.

Cons

There is no advanced case management in remedy force like auto closer and escalation process where as we have in salesforce which i don't like.
Not easy to configure.

Review Source
 
 

Prabhdeep from Capgemini
Specialty: Engineering
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

Review of Remedy 9

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

It's a very simple interface, meaning no bells or whistles, and that makes it easy to pull out the information you want for individual users if you're targeting something specific. I've been using it for years, so it's relatively easy to navigate.

Review Source
 
 

Nilesh from New York University School of Engineering
Specialty: Engineering
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2017

November 2017

A simple change management tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Maria from Epsilon
Specialty: Banking
Number of employees: 10,000+ employees Employees number: 10,000+ employees

August 2017

August 2017

Pros and Cons

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Consistent UI makes it easy to navigate. Fully ITIL Compliant and easy to explain how using SMPM. Easily customizable to meet company needs and business processes

Cons

No end to end data model so when you do have to do a configuration or customization change you don't know all the places impacted. Upgrade are tough if you have done any customizations.

Review Source
 
 
 
Showing 1-20 of 51

Ashish from Infosys Limited

May 2018

May 2018

Easy to navigate interface but lags in load and search.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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

April 2018

April 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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
 


April 2018

April 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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
 


April 2018

April 2018

Good ITSM tool

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

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
 


March 2018

March 2018

I really struggle Remedy ITSM.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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 Employees number: 11-50 employees

March 2018

March 2018

Former RAC and BMC Accredited Administrator AR System

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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 Employees number: 201-500 employees

February 2018

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

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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
 

Robert from Arizona State University
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2017

September 2017

I have used Remedy to track Tech Help Desk requests for years.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

automation of documentation and communication from my help desk. They have resolved with the new versions what complaints I had about scalability between multiple help desks and user groups, and the reporting required.

Pros

The tech user interface is intuitive and follows a logical thought process. Remedy is feature-rich, and can be configured to do exactly what I want, when I want it done. The reporting is capable, and has commonly needed reports as defaults. My techs spend a minimal amount of time documenting, and therefore most of their time helping customers. Remedy creates tech reminders, sends progress notification email to customers and generally does what a great managerial assistant would do.

Review Source: Capterra
 

Siva from ON Semiconductor

September 2017

September 2017

Its good software to capture asset information and Tracking devices

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Easy to capture asset information and helpful at audit timing. Easy to split site, department, user wise

Cons

Its taking long time to generate and fetch asset information's and Some time applications are not responding

Review Source: Capterra
 

kundan from ncorp

February 2017

February 2017

asset management

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I want to see this product which is used for asset management system in software management . I think is a good software.

Review Source: Capterra
 

Tim from PSPC

January 2017

January 2017

Best service management tool on the market?

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Greg from BlackBerry
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

January 2017

January 2017

Very robust ITIL Compliant solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Pros

Very robust and covers most things very well. Highly customizable as well.

Cons

The over cost is rather steep and it requires some robust hardware to truly be performance savvy.

Advice to Others

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.

Review Source: Capterra
 

Ted from OTIP

November 2016

November 2016

CMDB Solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We used Asset Management to help organize our CMDB into something that could be managed and provide real value, this helped us accomplish that.

Review Source: Capterra
 

Ted from OTIP

November 2016

November 2016

Solid ITSM Application with a platform to grow on

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

nitzan from MedOne
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2016

October 2016

manageing IT with Remedy Force

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Pros

good reporting system, easy to use, many 3th party apps and add-ons

Cons

encoding issues with hebrew

Review Source: Capterra
 

Mario from Seavus

May 2016

May 2016

BMC ITSM is a great software and moneysaver

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Review Source: Capterra
 

Lenny from Consultant Department

March 2016

March 2016

Primary consultant in installing, configuring, customizing, health checks, and custom training.

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Review Source: Capterra
 

Jim from CSRA

March 2016

March 2016

Outstanding software that greatly enhances our business effectiveness

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Review Source: Capterra
 

Eva from PEN tech

February 2016

February 2016

A robust suite for all types of businesses

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Review Source: Capterra
 

Charles from Contractor

January 2016

January 2016

Complex product but lots of features

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Pros - very easy to customize, tons of features,

Cons - very complex asset management, lots of admin duties

Review Source: Capterra