What do you like best?
End to end management of incidents, problems from ITIL perspective
Comprehensive package to manage entire enterprise requirements.
Ability to manage Incidents, Problems, Change Requests & Service Requests
Able to execute searches and custom queries and generate reports
What do you dislike?
The performance sometimes deteriorates and makes the software unusable at time.
Web interface does not feel very robust.
Advanced reporting functions are not available.
The entire interface itself is boring. Needs an immediate face lift. Even the newer 8.1/8.5 have almost the same look as the previous one. The blunt look makes training to newer people very boring.
Recommendations to others considering the product
Remedy is the good option available in the market which will help you manage your complete requirements.
It has some level of customization available. However, if you are looking for very specific customization, you should discuss with the vendor first before purchasing.
Check your requirements and accordingly purchase the product and licenses.
There are some more options available in the market now which you should check.
However, I feel Remedy is very easy to deploy and implement.
Though there are some challenges, I would still recommend this product because it carries many other good features and benefits.
What business problems are you solving with the product? What benefits have you realized?
End to end management of problem life cycle.
Integration with other tools for automatic incident creation
Auto assignment to appropriate support groups
Correlation of incidents and clubbing similar incidents into one with parent child relationship
Complete change and release management
Maintain centralized CMDB