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 procure...


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Supported Operating System(s):

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

100 Reviews of Remedy 9

Average User Ratings

Overall

4.14 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(36)

36

4 stars

(49)

49

3 stars

(14)

14

2 stars

(4)

4

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 100 results

March 2018

Antonio from GB Advisors, Inc.

Verified Reviewer

Company Size: 11-50 employees

Time Used: More than 2 years

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.

November 2019

Jacqua from Retail

Company Size: 10,000+ employees

Industry: Banking

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Functionality

4.0

November 2019

Overall Adequate Functionality

Remedy enables our organization to track incidents and change requests in a single system of record.

Pros

I like that change requests can be linked to incidents and tasks. This is very helpful when quantifying impact.

Cons

Reporting is quite difficult, at least in our organization. Also extracting data is not easy and adding additional fields to assist with data analysis of incidents does not appear to be easy to accomodate.

May 2019

Bala Jyothi from BSNL

Company Size: 10,000+ employees

Industry: Telecommunications

Time Used: More than 2 years

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

July 2019

Anonymous

Verified Reviewer

Company Size: 10,000+ employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Functionality

3.0

July 2019

Remedy Review

Overall, I wouldn't recommend Remedy for IT Service Management. I believe there are better solutions available that are user friendly while also being visually appealing.

Pros

This software has a very simple layout that makes tracking information down an easy task. The filtering within the application is great and allows for extremely specified results. I like the priority emails that are given based on open tickets. This process allows teams to stay on track to complete requirements and continuously close open tickets.

Cons

I don't enjoy how the UI visually looks. The application has a very outdated look that doesn't appeal to you visually. I have found difficulty when trying to close Incidents because of status issues. This has been my biggest issue because Remedy will want me to enter twenty different status boxes in order to close a ticket or I will receive multiple errors.

May 2019

Tony from Newstech LLC

Company Size: 1,001-5,000 employees

Industry: Newspapers

Time Used: More than 2 years

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