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 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.



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Supported Operating System(s):

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

76 Reviews of Remedy 9

Average User Ratings

Overall

4.16 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(25)

4 stars

(40)

3 stars

(9)

2 stars

(2)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 76 reviews

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August 2015

Shayne from Manitoba Public Insurance

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

5 of 5

August 2015

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

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.

July 2015

Sandra from CACI

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

4 of 5

July 2015

Love Remedy ITSM 8.1.01

I have been a Remedy developer since 1998. I was an early deplorer of 7.6 and 8.0 AND love ITSM 81.01. I deployed 8.1.01 in January 2015. Installing email to use Outlook was missed because the install was not clearly understood. The same happened with Web Services. Correcting these deficits caused an outage shortly after Go Live. Incident, Change, Knowledge, Asset & Release Management are deployed. DMT worked well for the foundation data with one exception - it is no longer possible to import Categorizations as Global; all categorizations are Company specific. SRM deployed quickly using the export/import method; painless and a big win for my customer. Incident, Work Order & Change Templates were created using data mining were included in IOC deployment. I love the People Management Console; it too, was a standard customization I added to previous apps. Multi-tenancy was simple to configure and deploy. While Work Orders are now a stand-alone form, the app is not as well structured as Incident or Change Management, i.e. there is no "Print" button on the WOI:Work Order form. With the ITSM Email Engine & Rules of 8.x, Remedy has nailed it! This used to be a huge development effort that took several months to complete, often delaying application deployment. The incoming email rules are well written and meet most customer needs. We have all of our tickets create Service Requests. We had to add some customizations because when the "Requested For" user is changed, all of the new customer info does not write to the SR completely. This is a big deal when the customer has access to the Request Entry Console because the new customer does not have access to the REQ. The Survey is confined to tickets created using SRDs which does not work for my customer. A custom Survey is in the works because the customer for every resolved Incident must receive a survey solicitation. The TMS:Task form still uses the "Classic" view. It would be nice to have this view updated to match the "Best Practice" view of other ITSM forms. The same for CTM:People. It would be great to have the option of having the last Task close a Work Order or Change Request part of application rules. This is a big issue with customers who always get caught unaware of the behavior.

March 2018

Antonio from GB Advisors, Inc.

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

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.

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.

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.

February 2018

shaik from Loyalty Methods

Company Size: 201-500 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

February 2018

One of best tool that tracks the status of the tickets that are being raised as part of request

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

February 2019

Jorge from Sykes Enterprises, Incorporated

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

4 of 5

February 2019

Great ITSM Tool!

Remedy ITSM has been great to implement our Service Desk Service from Scratch. With it we can keep track of the ticket´s progress, and improve our Support Platform 100%.

Pros

Remedy ITSM is great for Service Desk administration due to it´s great flexibility and customization.
It has everything you need to fine tune your Support Service, and keep track of the process with all the Reports functions it offers.
It being design for Backlog Management, Problem, Knowledge, Incident and Request Managing with a very reliable platform and server

Cons

At this point, Remedy ITSM could feel outdated along the amount of others ITSM options out there.
It´s not very easy to use therefore it needs a Learning curve.
When the ammount of tickets on the database gets huge, it could be somewhat slow to pull out old tickets and to process some reports.

April 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

April 2018

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

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.

November 2017

Nilesh from New York University School of Engineering

Company Size: 201-500 employees

Review Source


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

4 of 5

November 2017

A simple change management tool

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.

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

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.

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.

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.

September 2017

Robert from Arizona State University

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

September 2017

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

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.

December 2017

Adarsh from Tata Consultancy Services

Company Size: 10,000+ employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

December 2017

Excellent ticketing tool

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.

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 2017

Prabhdeep from Capgemini

Company Size: 51-200 employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

November 2017

Review of Remedy 9

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.

December 2017

Srajan from Tata Consultancy Services

Company Size: 10,000+ employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2017

BMC Remedy

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

November 2017

Harsh from Fidelity Investment

Company Size: 10,000+ employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

November 2017

Remedy 9 Review

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.

January 2015

Kelly from Unisys

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

4 of 5

January 2015

Remedy ITSM - Kelly's view point

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 * Data driven configuration/business rules allows for less customization to need to be done * Data load capabilities are getting stronger * Default configuration of system variables works for 90% of companies * Continues to add new sizzle in each release 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 * Limited Mobility solution - ability to show reports/charts on mobile devices. I think Smart Reporting in 9.0 will help with this. Ability to work tickets - you have Smart IT for the Service Desk. We need it for the resolvers. * Upgrade is a bear if you have done any customizations. * No support for multiple overlays. Unisys has done a lot of overlays for our improvements. If a customer wants to change something then it goes in our overlay, not a second level overlay. Consequently, when we do an update to our overlay, their customization goes away. Overall General Impression - Remedy ITSM is the most feature complete yet flexible tool on the market. Time to implement is far less with Remedy than the competitors. The open ability to integrate is a huge plus because in today's world everyone wants all the tools form multiple vendors to work together.