BMC Remedy

3.6
(214)

BMC Remedy IT Service Management, now with Smart IT, revolutionizes enterprise service management. Delivered on-premises or in the cloud, Remedy ITSM is a configurable and extensible platform radically redesigned to meet the needs of any transformative IT organization.

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BMC Remedy Features

Administration

Change Management

Tools to track and implement required IT changes in a system.

Not enough data available

Asset Management

Tools to organize and manage all IT assets within an organization.

Not enough data available

Reports & Analytics

A means to view and analyze a large amount of data in order to gain business insights.

Not enough data available

Incident Management

Automate Ticket Routing

Routes tickets automatically to the appropriate user.

n/a

Ticket Prioritization

Prioritizes tickets based on factors configured by the user.

87%
(Based on 76 reviews)

Ticket Notifications

Notifies the IT team when a ticket needs action.

85%
(Based on 77 reviews)

Knowledge Base

Provides a forum for answers to common questions.

80%
(Based on 61 reviews)

Knowledge Base/Ticket Integration

Integrates knowledge base articles into a ticket.

81%
(Based on 63 reviews)

Service Desk

Help Desk

A place for users to submit tickets when they require IT help.

Not enough data available

Incident Reports

Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur.

Not enough data available

Process Workflow

The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met.

Not enough data available

Reporting

Dashboards

Displays important metrics relating to performance.

80%
(Based on 65 reviews)

Time Tracking

Tracks time worked on a ticket.

81%
(Based on 62 reviews)

Surveys

Provides surveys to measure employee satisfaction.

n/a

Access & Usability

Mobile

Enables access to service desk features via mobile device.

67%
(Based on 33 reviews)

Self Service

Enables employees to view the status of their tickets.

79%
(Based on 58 reviews)

Active Directory

Provides a directory of all users within an organization.

82%
(Based on 52 reviews)

Multi-Channel Access

Enables access to service desk features through multiple channels such as email, phone, or the portal.

79%
(Based on 40 reviews)