Remedy 9 Software


 

Remedy 9 is a digital service management platform that combines a service desk manager, a change manager, a service delivery manager and an IT director into one solution. It provides both web-based and on-premise deployment.

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

 

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):
Web browser (OS agnostic)

44 Reviews of Remedy 9

 

Start your review of Remedy 9

Click to start
https://www.softwareadvice.com/crm/remedy-9-review/
Software Advice Reviews (1)
More Reviews (43)

Showing 1-1 of 1

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.

 
 
 
Showing 1-20 of 43

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.

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

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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

Source: Capterra
 

Patrick from Manitoba Public Insurance

December 2015

December 2015

Easy to create new fields/modules

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

It was easy to create new fields and modules, and integrate our systems with other systems.

Be it via email, web service, or integrator, its easy!

Source: Capterra
 

Stefanie from State of Minnesota

November 2015

November 2015

Complex product with a lot of flexibility

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

The State of Minnesota has owned the product for 3+ years. One of the agencies implemented 3 years ago. My agency was onboarded this year. We used BMC consulting. The consultants were very knowledgeable. The implementation of the change and asset management pieces went very smoothly. The implementation of the incident piece has been more difficult, mostly because we are not using SRMs. We could have planned better to make the transition go more smoothly, but overall, I am happy with how Remedy is working. One of my biggest pain points is that the system is in the cloud, so we are not able to make changes that we need.

Source: Capterra
 

Oliver from NTT DATA

October 2015

October 2015

State of the art ITSM solution

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Improved a lot with new mobile features and functions in the latest Version 9

Source: Capterra
 

Patrick from Tyson Foods, Inc.

August 2015

August 2015

ITSM Review

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Have been using the solutions for 15+ years, they are constantly improving. This has historically been good for the end users, not always for the tool admin side. This has been getting better with the last few releases, there is certainly room to improve. We have good staff internally that execute well, would like to see solutions to make their jobs easier without use of consultants. We have been using the CMDB (ADDM & SCCM feeds) for the past few years and am big fan of the solutions. Would like to see their usability with ITSM simplified. Perhaps simpler relationship creation. This is always a complaint from our service staff that it is too cumbersome, even though it's not difficult.

Source: Capterra
 

Shayne from Manitoba Public Insurance

August 2015

August 2015

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

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Source: Capterra
 

Ryan from LMC

July 2015

July 2015

ITSM out of the box or tailored, Remedy will get you there.

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

BMCs Remedy platform has long been a core in service desks everywhere. "Platform" is the proper term, not "application". Most people hear Remedy and think 'help desk tickets'. While this is certainly the heritage and one of the strongest things Remedy does, it barely scratches the surface. Remedy ITSM provides an out of the box ITIL based solution ready to run by any organization that needs or wants to employ full lifecycle management for services. It is not just 'tickets' any more. Everything from baseline (Change) management, Problem Management, Release Management, to full Asset Management can be done in the ITSM suite out of the box. Just fill in the basics of your organization and you are good to go (this isn't a small task mind you, thinking out how to layout the organization in the beginning will leverage even more from the platform in the long run - a smart plan would be 3 months at least). Add to it BMC discovery (ADDM) and you have live asset data to feed Incidents, Change, and Assets.

As your organization matures, customization to do just about anything you can think of in a 'ticket' fashion is possible. Recent updates in the core of the platform have made preservation of customization much easier - something that had been very difficult in the past. So whether you need ITIL from the start or have custom ideas to develop, the Remedy platform can handle it all.

Source: Capterra
 

Ray from GoA

July 2015

July 2015

ITSM 8.x has some great features and capabilities

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

The concepts and processes behind the ITSM application are very useful and intuitive, but as a developer of Remedy there are a lot of disconnects in the code which make the application somewhat inefficient. Just as the user interface is being streamlined for ease of use (such as MyIT and Smart IT), so should the underlying code/workflow to improve performance and customizability.

Source: Capterra