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

74 Reviews of Remedy 9

 

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Software Advice Reviews (11)
More Reviews (63)

Showing 1-11 of 11

Greg from Medical Devices
Specialty: Healthcare / Medicine
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

December 2018

December 2018

Works nicely as an incident management system

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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.

Review Source
 
 

Jake from CIE Tours International
Specialty: Hospitality / Travel
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2018

December 2018

Expanded Tool - Not User Friendly

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

jesus from Telefonica venezolana
Specialty: Telecommunications
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

August 2018

August 2018

incident management tool

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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
 
 

Adnan from Atos India
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

July 2018

July 2018

Decent SD tool

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

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
 
 

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 63

Mati from CapGemini
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

December 2018

December 2018

Remedy ITSM

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

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

Cons

Customization is complex and costly. Should be easier.

Review Source: Capterra
 

Rekha from IBM
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2018

November 2018

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

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 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.

Review Source: Capterra
 

Josh from Walmart, Inc.
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2018

November 2018

One of the Best Incident Trackers!

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 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.

Review Source: Capterra
 


October 2018

October 2018

Remedy Good but not Great

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

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
 


October 2018

October 2018

Enterprise Incident and Change Tracking Software

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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 Employees number: 501-1,000 employees

September 2018

September 2018

I love this software

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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 Employees number: 1,001-5,000 employees

August 2018

August 2018

Great product

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

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
 


August 2018

August 2018

Remedy Review

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

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
 

Jose from GB Advisors, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

All-in-one asset management under a single app

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 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
 


July 2018

July 2018

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

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

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
 


June 2018

June 2018

Prior job, used this in high level gov agency.

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

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

June 2018

June 2018

Complete Helpdesk and IT service management 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

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
 


June 2018

June 2018

Service 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
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

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