G2 Crowd builds the world's largest business commerce platform fueled by $100M in funding 馃殌

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.

Work for BMC Remedy?

Learning about BMC Remedy?

We can help you find the solution that fits you best.

BMC Remedy Reviews

Ask BMC Remedy a Question
Write a Review
Filter Reviews
Filter Reviews
  • Ratings
  • Company Size
  • User Role
  • For Category
  • Industry
Ratings
Company Size
User Role
For Category
Industry
Showing 215 BMC Remedy reviews
LinkedIn Connections
BMC Remedy review by Michael B.
Michael B.
Validated Reviewer
Verified Current User
Review Source

"Remedy with Smart IT "

What do you like best?

Remedy gives us a single place to track all incoming requests from users, has features to perform the quick creation of issues, integrates with other central services, and incorporates items like change management and asset management. Also, the ability to link various kinds of information together in the system is valuable (for example, issues related to changes, issues related to users/ devices, etc). API's are also available for use with other systems you may have.

What do you dislike?

There is a large amount of information available and sometimes it can be hard to report out on that data in any way other than the standard way. The development of their mobile solutions do not appear to be a priority and sometimes they have lingering issues with the newest releases of iOS and Android.

Recommendations to others considering the product

Like other software, if you are buying it for s specific reason think about what else you could incorporate into it to consolidate systems/ processes. For example, change management and asset management.

What business problems are you solving with the product? What benefits have you realized?

Tracking incidents, change management, and asset management. The ability to have all this information in one central place, all linked together, and available for different support groups to interact with has been the most valuable for how we use this software.

Sign in to G2 Crowd to see what your connections have to say about BMC Remedy
BMC Remedy review by Timothy S.
Timothy S.
Validated Reviewer
Verified Current User
Review Source

"Advanced IT Service Management Solution"

What do you like best?

BMC Remedy makes it easier to follow up on incidents and change requests. I can check on the progress of an incident or change order and see its status, who is in charge and what approvals are still required. It also builds a knowledge base, where you can go back and check previous issues how they were resolved.

What do you dislike?

BMC Remedy interface has numerous options and tab. This makes it harder to navigate. We need to spend at least a day to train new personnel to get acquainted with the application.

Recommendations to others considering the product

BMC is providing free trails now, which I believe is a good opportunity to test the application.

We have Remedy cloud based. The application is reliable, secure and customizable.

What business problems are you solving with the product? What benefits have you realized?

After installing Remedy, the IT service has been more efficient. We have gained time in the approval process flow. The load was better distributed among the administrators, technicians, and engineers. We also had better insights and improved KPIs.

What Service Desk solution do you use?

Thanks for letting us know!
BMC Remedy review by Jimi N.
Jimi N.
Validated Reviewer
Verified Current User
Review Source

"The Remedy"

What do you like best?

It is a simple application, and with a fairly friendly graphical interface.

What do you dislike?

in certain moments the application has difficulties to update some other information.

Recommendations to others considering the product

It is a really useful tool that will make your life much easier, so you can take the help tables to another level taking advantage of the novel ways to keep your clients informed of what is happening in terms of their cases in management.

What business problems are you solving with the product? What benefits have you realized?

With this application is carried out the update of the tables of help of the company, in this they are updated as they go the cases that are managed and in this way the information is sent to the client so that they go giving an idea of 鈥嬧媓ow the management goes of their cases.

BMC Remedy review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"La herramienta mas complenta para tu servicedesk"

What do you like best?

Lo mejor es que integra todos los procesos de ITIL en una sola herramienta, tienes gestion de problemas, gesti贸n de cambios, gesti贸n de la configuraci贸n, gesti贸n de incidencias, gesti贸n del conocimiento, un todo en uno integrado para el service desk.

Ademas su f谩cil uso para el servicedesk, para que gestione las incidencias, asoci谩ndolas a problemas comunes o a la base del conocimiento, para que el operador pueda resolver en un menor tiempo la incidencia o escalarla al nivel adecuado.

Por otro lado tambi茅n cuenta la integraci贸n de informes en tiempo real Smart Reporting el cual ayuda a trabajar con la informaci贸n que se reporta de la herramienta con gran flexibilidad.

What do you dislike?

La interfaz resulta poco amigable, y bastante tosca, es uno de los aspectos que deben de trabajar. El modulo de gesti贸n del conocimiento, es muy b谩sico y pobre, necesitar铆a un editor mas potente.

Necesitas una gran infraestructura para trabajar con la aplicaci贸n, no esta recomendada para organizaciones peque帽as.

Recommendations to others considering the product

Mejorar la interfaz, mejorar el modulo del conocimiento para poder ofrecer una mejor experiencia al tecnico. Mejorar el sistema de notificaciones para que sean mas agradables y vistosas para el usuario, ya que son en texto plano.

What business problems are you solving with the product? What benefits have you realized?

Hemos conseguido integrar todos los procesos de ITIL en la herramienta, ademas de los de la ISO 20000, consiguiendo as铆 la certificaci贸n de calidad ISO 20000.

BMC Remedy review by Dorian Patricia T.
Dorian Patricia T.
Validated Reviewer
Review Source

"excellent tool to generate indicators. Little visually friendly and unfriendly for its navigability."

What do you like best?

It is a tool that can be adapted to the needs of the business, it is robust, it prints reports that facilitate audit work. It is a reliable and robust tool. Generates report number without saving changes, this allows improvement in response times, has the necessary capacity to attach evidence for optimal documentation.Generates report easily and accurately.The knowledge base allows sharing data about other experiences with other users.

What do you dislike?

It has an unfriendly interface which interferes with navigability. It has very high costs taking into account that there are zero cost applications that perform the same functions.

Recommendations to others considering the product

The primordial serial increase the storage capacity. Allows to attach more files to each bitacora would help with the correct documentation of cases and therefore facilitates all types of audits.

What business problems are you solving with the product? What benefits have you realized?

It is an application that generates a report in an easy and precise way which allows access to the information in a quick way and allows to speed up statistical tasks.

BMC Remedy review by Lenny W.
Lenny W.
Validated Reviewer
Review Source

"BMC ITSM, BMC Atrium CMDB, SRM, Smart Reporting, SmartIT, and Digital Workplace"

What do you like best?

The flexibility of the product. I have taught others, developed, administered and used the product for over 20 years. I have seen other products and still could not break away from BMC Remedy and what it has to offer. I love the product so much that I have co-founded the five years of WWRUG conferences, one year of T3-SMAC and now 2018's SMAC Conference (URL: https://www.smac-conference.com/).

What do you dislike?

Not much outside of more and more installation requirements are put into place because of added functionality with the web, cloud, and the standard API processes.

Recommendations to others considering the product

If you are looking for a great Change Management process, a break/fix system, a service catalog tracking system, or just something to keep up with all of the resources that one owns from start to finish, then BMC Remedy is the way to go.

What business problems are you solving with the product? What benefits have you realized?

If you know what you are doing in the tool then you know what you can gain from all of the applications. I train customers how to squeeze every ounce of data from the system in order to get the most out of the product for their dollars. Great product but you need to know how it ticks, how it needs to be fed the right amount of data, and how to minimize the applications by knowing your own processes to incorporate it.

BMC Remedy review by Gustavo M.
Gustavo M.
Validated Reviewer
Review Source

"Great tool but it needs to improve the speed of launching and working"

What do you like best?

I like the way it manages and shows the incidents.

I also like that is possible to arrange the incident tickets by date, by name, type, etc.

It has several items to follow up any incident (start date, update time, end date, binnacle space.

It is possible to know who received and handled the tickets for the first time.

It has a record of changes made in tickets,

What do you dislike?

The version I currently use doesn't have a row to attach any file, so it's very difficult to upload emails, pictures or some other supporting documents.

Sometimes it is slow, above all when you're trying to open a ticket to review its contents.

It's not so easy to recover the password when you forget it.

Recommendations to others considering the product

It's a very functional tool above all if it's used for following up incidents in IT industries.

What business problems are you solving with the product? What benefits have you realized?

The main problem is management of incidents reported by customers or internal incidents.

BMC Remedy review by Leidy E.
Leidy E.
Validated Reviewer
Review Source

"Incident management tool"

What do you like best?

This is an application that allows you to manage incidents, problem management, change management and knowledge base, asset management and administration of service agreements (SLAs) as well as the management of a CMDB (database for administration of configurations) in a single data model and with a single user interface.

What do you dislike?

It contains a lot of information when choosing the Items, to register the incident which is confusing. machines this should be improved to be more specific when starting to record the incidence.

Recommendations to others considering the product

As indicated, it is a tool which has the capacity to link diverse, and improves the attention times of incidence and give a more effective solution.

What business problems are you solving with the product? What benefits have you realized?

Guarantee the coverage of essential tasks such as incident and problem management, sorting them in such a way that it allows you to reduce the volume of incidents and speed up the resolution of problems.

BMC Remedy review by Jothikumar J.
Jothikumar J.
Validated Reviewer
Review Source

"Intelligent Ticketing Tool"

What do you like best?

The most effective feature I admire about this tool is it's seamless integration with PPT (People, Process & Technology). Astounding UI and user friendly layouts to carryout the tasks without any difficulty.

What do you dislike?

Almost nothing to go with a negative feedback.

Recommendations to others considering the product

Enterprise users without any second thought could deploy the BMC Remedy software for the business operations. The tool has a seamless integration with the help desk as well as the core team members.

Tool is outstanding with respect to its competition in the global arena. Has been well built and designed to handle the incident raised for the partner team, vendor management and also to provide a quick-wick solution for the ongoing business seamlessly.

What business problems are you solving with the product? What benefits have you realized?

1. Providing solutions for L1, L2 & L3 categories of SLA's.

2. Receiving the same from Help desk and allocating them to the consultants as per SLA's.

3. Prioritizing the same to meet the SLA's.

BMC Remedy review by User in Telecommunications
User in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"Terrible Program"

What do you like best?

If I had to switch to another program to submit tickets or change orders, there is no way that it would be worse that BMC Remedy, so I feel prepared for anything now.

What do you dislike?

It is horrible. The absolute worst thing is that it will give you error messages when trying to submit a ticket, but not let you know what the error is. Instead is will just say something like: " Error 2334516" and you have to go back through the whole ticket to see what might be wrong.

It is not a user friendly program at all. It requires you to enter redundant information way too many times.

Recommendations to others considering the product

Find a more user friendly product. Your IT desk and customers will thank you.

What business problems are you solving with the product? What benefits have you realized?

I use this for submitting tickets to various departments as well as submitting charge requests for major projects.

BMC Remedy review by User
User
Validated Reviewer
Verified Current User
Review Source

"A quite flexible product, but irreplaceable"

What do you like best?

Remedy's modularity allows it to be implemented in a simple and practical way in different departments of the company. This is one of the most efficient product that I have had the pleasure to work with.

What do you dislike?

It is difficult to make the main platform to interact with other tools for, for example, intelligent reporting. It is complex and not easy to use, and its interface is not pleasant.

Recommendations to others considering the product

If it is the first development, you can consider another vendor. If it already exists in your company, it is almost impossible to move to another platform.

What business problems are you solving with the product? What benefits have you realized?

Our company is using BMC Remedy to manage Incidents (Tickets), Service Requests, Change Requests, Tasks, and Problems, and has allowed us to have a database on incidents with a great deal of information.

BMC Remedy review by Anurag Y.
Anurag Y.
Validated Reviewer
Verified Current User
Review Source

"Perfect tool for change management"

What do you like best?

Easy to use. Easy to learn. User friendly and flexible.

The PAC2000 requires developers to raise a Change request or a Work request and that is how a code is implemented into production and used by customers. Problem tickets also can be raised with this and can be assigned to people. it is a perfect tool for change management which describes high risk dates or lockdowns which could potentially impact an organisation . Hence we can make sure no code can go through during code freeze.

What do you dislike?

Can be complicated sometimes. Needs experience to handle. I had to get a knowledge transition in order to use this tool. As it was my first job and first time in corporate culture it took time for me to get accustomed to such new tools such as PAC2000 a.k.a BMC remedy tool. Also it requires a special security and compliance permissions in order to get through with an approval for requests which is frustrating. Also i was not able to attach any documents to the related items of a Change request when accessing from Citrix receiver. I was not able to make out the root cause of it but i got it installed on my Work station and thats when i was able to access it. Also for closing certain problem tickets there are way too many tabs to fill and close a certain problem ticket. Also

Recommendations to others considering the product

Would recommend 10/10.

What business problems are you solving with the product? What benefits have you realized?

There are many business problems that can be solved

BMC Remedy review by Michael D.
Michael D.
Validated Reviewer
Verified Current User
Review Source

"BMC Remedy Review"

What do you like best?

We use this product for Work order assignment and review. I like that it is available via a web portal so that our techs can be on site to get information about the work ticket and also search the knowledge base that we built, we are able to post "How to" document for all of our technicians in the field. Just incase the come across an issue that has been resolved in the past. This software can be modified to suit your environment.

What do you dislike?

Working on it from the technician side of the product, closing work order can sometime be a bit cumbersome. The work order screen are so packed with menus and tabs that some of the easy open, easy closed work orders take more time to complete than it should.

Recommendations to others considering the product

This is a very robust Suite and can cover many different aspects of ones environments.

What business problems are you solving with the product? What benefits have you realized?

One of the biggest problems we are solving with this product is the ability to have a mobile work force. Having the ability to login any time any where. We can now have real time reporting on work order information. Such as number of WO, Time to close, Wait time for response and that is just to name a few.

BMC Remedy review by Nellie H.
Nellie H.
Validated Reviewer
Verified Current User
Review Source

"Very Difficult to use"

What do you like best?

I suppose it is good for extracting reporting and dashboards on the data once it is there. Other than that there is nothing that I like about Remedy. The font is tiny and very hard to read.

What do you dislike?

Once again, the font is tiny and very hard to read. Sorting and drilling into data is impossible. The refresh feature does not work. Most of the formatting does not save with a template and needs to be inputted manually. Remote login is painful. The workflow emails sent are excessive and clog up with the inbox. It is not user friendly at all.

Recommendations to others considering the product

Would NOT recommend.

What business problems are you solving with the product? What benefits have you realized?

I have processed BW and other financial reporting for dashboards. The executive team relies on this information every month end.

BMC Remedy review by User in Insurance
User in Insurance
Validated Reviewer
Verified Current User
Review Source

"Does it's job well! Very "

What do you like best?

It's powerful and simple. Remedy isn't flashy. It doesn't have all the bells and whistles of some other systems. But it makes life easy! At my company we use Remedy for service requests. The tool makes this process simple and straightforward.

What do you dislike?

The User Interface is lacking somewhat in its design. I appreciate the simplicity of Remedy but feel like it could provide more in terms of user experience. It feels somewhat like I'm using a system that's maybe 5-7 years behind in terms of look and feel.

Recommendations to others considering the product

This is a solid product and something that we use everyday! It does it's job well!

What business problems are you solving with the product? What benefits have you realized?

Tracking and opening service requests. Remedy does a great job at this simple task. All service requests are initiated and closed in Remedy at our company. It's the one stop shop for entering and tracking requests.

BMC Remedy review by Pamela G.
Pamela G.
Validated Reviewer
Review Source

"BMC Remedy is a great business tool"

What do you like best?

Remedy is a great tool for the enterprise that can be configured to whatever needs the organization is looking for. Remedy is great for tracking changes and projects and had numerous features like methods to notify additional staff for approvals, areas to add comments and notes, and customizable drop down menus that can assist with eForms for whatever change request you are needing

What do you dislike?

Remedy can have a new and improvement interface. The interfaces seems a bit outdated and small to look at

What business problems are you solving with the product? What benefits have you realized?

Remedy is helping to solve business issues of proper documenting of changes and approvals. With remedy, everything is tracked in a centralized area and a use could see who previously approved something, notes, and more

BMC Remedy review by Jeff B.
Jeff B.
Validated Reviewer
Verified Current User
Review Source

"Old school tracking program that hasn't kept up with the times."

What do you like best?

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.

What do you dislike?

It's a very simple interface, meaning no bells or whistles, and that makes it a pain to work with information from more than one user. Aggregating data stored in Remedy is painstaking and brutally inefficient. I've been using it for years, so it makes me want to cry each time I have to open it and log in.

Recommendations to others considering the product

Please do your research on alternatives. Purchasing this solution is like purchasing a 1972 Gremlin. It's not going to last long without some serious upgrades, but you might be able to limp it around to and from work for a couple years before it finally gives up the ghost.

What business problems are you solving with the product? What benefits have you realized?

Trouble ticket management system. Benefits are that it is a central repository for tracking issues and recording important information. Overall, I would avoid this at all costs. The creators must change their software quickly if they want to keep up with the times.

BMC Remedy review by Ryan F.
Ryan F.
Validated Reviewer
Verified Current User
Review Source

"Great ticketing website"

What do you like best?

I like the user interface on the site a lot.

What do you dislike?

I don't like that it is a bit hard to learn. For example, some categories have a ... before them and you need to remember that when typing. Also, exclamation points are used before names.

What business problems are you solving with the product? What benefits have you realized?

We use this site to track our projects and assign them to workers. It works really well and we noticed a huge increase in productivity and we can assign projects to those who are best suited for them.

BMC Remedy review by Michael G.
Michael G.
Validated Reviewer
Verified Current User
Review Source

"Excellent Inventory & Ticketing System"

What do you like best?

I enjoy the convenience of accessing Remedy using the Web front end. Furthermore, no seperate client means one less thing to patch in our environment. Searches are easy to execute and report creation is very intuitive. Where I work, we use Remedy for hardware inventory (among other things) and have been able to clean our inventory up considerably by making key fields mandatory when new entires are created and/or when certain changes are made.

What do you dislike?

Although data can easily be exported from Remedy by creating reports, it would be nice if it were possible to export search results. I was also disappointed to find that there is no option to convert a search into a report (at least not one that I could find) and I have been unable to figure out how to schedule my reports to automatically run at intervals of my choosing with the reults either emailed or dumped to disk as a CSV.

What business problems are you solving with the product? What benefits have you realized?

At my workplace, Remedy is used to track hardware inventory and customer reported issues. Our hardware inventory is much more accurate than it was in the past due to mandatory fields and the abillity to generate reports. Issues are highly trackable in Remedy and it is easy to determine who is handling tickets, how quickly they are being resolved, and what was done to resolve them.

BMC Remedy review by Administrator
Administrator
Validated Reviewer
Review Source

"The Most complete IT Service Management Suite "

What do you like best?

It is the most complete tool I have used to manage incidents, problems, changes, and most ITIL processes.

Easy and agile use to generate ticket, manage problems, manage changes, manage CIs with the CMDB, job scheduling, real-time reports and a long ect offered by the BMC tool.

It allows you to modify it and adapt it to your needs and those of your service, modifying its forms or creating new forms.

What do you dislike?

The interface is unfriendly for both the user and the technician who uses the application, and forces you to use other BMC tools or develop your own to make it more user-friendly and user-friendly.

It is an infrastructure for large organizations, if you have a small organization it is better to use free software such as Mantis.

Recommendations to others considering the product

As I said before, if you have a small organization, maybe Remedy is too big for your organization, since Remedy needs a great IT infrastructure for its operation.

This needs to improve its reporting tool ("Smart Reporting") to make it more powerful, since sometimes it is very colorful, it needs to cross data from different tables and perform complex queries that the application does not support.

What business problems are you solving with the product? What benefits have you realized?

We can manage all ITIL processes from Remedy, measure them and process the information they provide to improve these processes.

BMC Remedy review by Zoltan L.
Zoltan L.
Validated Reviewer
Verified Current User
Review Source

"Not the faint of heart, but not a bad way to manage change and service incidents for a large firm"

What do you like best?

-The relative robustness of the service in that it doesn't matter whether you have 10 users or 1000 (like our clients), it serves up all modules with the same speed.

-Scaleability is very good with not much additional IT resources required for larger user-bases.

-Provides good long-term change and incident records for auditors to be able to trace the development and changes to the IT infrastructure of your business.

What do you dislike?

-Relatively steep learning curve for users at first

-Even steeper learning curve for administrators

-Limited customization and not much in the way of making it fit for existing processes of your organization.

-Definitely not the most state of the art solution, there are lighter-weight SaaS products out there

-Fickle with floating license keys for large user-base. Handing over keys between different user's sessions isn't entirely as robust as it should be.

Recommendations to others considering the product

Later version of Remedy are even harder to become used to than earlier ones, so see if you can try an older (still supported) version and get it at a discount for your company if it meets your requirements. Later versions allow plugins to AppDynamics to be implemented with BMC Remedy, but it is almost too much hassle to be worth it.

What business problems are you solving with the product? What benefits have you realized?

It allows us to have a decent way to monitor, schedule, and approve changes for the change management team and a good way to track incidents for the incident management team within the IT operations department.

BMC Remedy review by Shelby S.
Shelby S.
Validated Reviewer
Review Source

"Just started using this software. Seems very comprehensive so far."

What do you like best?

I like that it is a complex program, with a lot of customizable options. For our large company it fits all of our unique needs.

What do you dislike?

Extra Pop-up windows that are a new window totally. Would prefer not to have to go back or exit out of extra windows. Additionally sometimes the errors do not fully explain the issue.

Recommendations to others considering the product

I would say that it may take a little bit to get it set up for you specific needs, but once it is set up it is fairly easy to use.

What business problems are you solving with the product? What benefits have you realized?

Customer service support and overall problem management. It is very versatile and customizable. We are using this organization wide so our tickets and issues are in one place.

BMC Remedy review by Kelly D.
Kelly D.
Validated Reviewer
Review Source

"Everyting You Need and Maybe More"

What do you like best?

Richness of the solution. There is prebuilt mechanisms to perform any function you would consider it the Service Management space, all you have to do is check boxes and add data such as your people, places, support groups, and your rules for when something like an approval or notification should happen. Once you've configured your business rules, all the engines/workflows are in place to management.

SmartIT is a big step in the right direction for the Support User. MyIT is coming along as a good front end.

What do you dislike?

Some of the more advanced configuration options are not well documented. This makes it hard for a novice to configure and may lead to a misunderstanding that the tool isn't working correctly, The product may be feature overload for a company that is not working to mature their processes.

What business problems are you solving with the product? What benefits have you realized?

One cohesive common system to manage all Service Management functions across a global enterprise.

BMC Remedy review by Mallesh K.
Mallesh K.
Validated Reviewer
Verified Current User
Review Source

"Remedy force Management"

What do you like best?

We are using remedy force for our ticketing system for salesforce technical related issues where as we are using salesforce cases for actual Aspect product based issues. I liked auto update the information in the ticket when we respond the email and looks and feel also really good. And also there are many different sections like Incident details, Clinet details, Staus details, Assignment details, date details so on which really looks good to there directly instead of searching with in whole page.

What do you dislike?

There is no advanced case management in remedy force like auto closer and escalation process where as we have in salesforce which i dont like.

Recommendations to others considering the product

I recommended salesforce case system but we already using salesforce case system for actual Aspect software product support services so we are using remedy force CPQ related issues and other technical issues. SO i dont recommend this BMC remedy as we have salesforce case system which has more advanced features.

What business problems are you solving with the product? What benefits have you realized?

I am solving all kind of Apttus CPQ issues for our business and enhancing our CPQ solutions.

I can track all issues with in remedy force and i can differentiate the issues and enhancements in remedy force with different categories.

BMC Remedy review by Jim C.
Jim C.
Validated Reviewer
Verified Current User
Review Source

"BMC Remedy 9.1 Comes of Age"

What do you like best?

They have modernized the user interface using a intuitive persona based approach for support personnel (SmartIT). On the customer side a similar approach in UI was used which makes it easier for customers to find what they need. Both UIs are now mobile friendly as well. On the integration side, the implementation of the REST api has simplified integration to other systems as well as many of our processes that need to create support incidents programmatically.

What do you dislike?

They are still challenged in the area of QA and partnering with their customers when defects are found in the product. It is getting better, but still could use some work.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

Service Desk, Change Management, Problem Management, Service Request, Inventory/CMDB

BMC Remedy review by Jonathan K.
Jonathan K.
Validated Reviewer
Verified Current User
Review Source

"A Go-To System for Many Roles"

What do you like best?

How well everything is integrated into a rather basic looking interface and yet it's very powerful in what all this program can do!

What do you dislike?

The version we have deployed in my company could use a general facelift to the interface for a more modern appearance but I am sure that more updated versions have received that.

Recommendations to others considering the product

I have used this in a number of technical support and administrative positions throughout my career. BMC Remedy seems to have a nice user base established with many well known enterprise organizations. If you want to purchase one of the most widely used applications with experience that will easily transfer to almost anywhere you should strongly consider BMC Remedy for your needs.

What business problems are you solving with the product? What benefits have you realized?

We used it for almost everything related to enterprise ticket management, change management, trouble tickets, network management, escalations tracking and general customer record keeping.

The benefits we realized is that once you have been trained in how to use it, most of the different sections or features (tabs) work in a similar way with many common commands shared throughout when applicable.

BMC Remedy review by Anuj A.
Anuj A.
Validated Reviewer
Review Source

"Super Easy to use"

What do you like best?

I have been using the tool for more than 7 years and super easy to use. You can easily fetch the information you want for every aspect. Be it Incident Mangement, request management. tracking, CMDB, customer profiles, problem management it will fit your needs.

What do you dislike?

Sometimes I feel it become slow after uses. I am not aware if it's recommended way or not but I usually archive data after a particular period of time and then it runs much faster. Also, Search needs to be improved.

Recommendations to others considering the product

There are other tools available in the market which are quick competitive and cheap. They provide all the functionality and much more responsive and cloud based.

What business problems are you solving with the product? What benefits have you realized?

Service Desk, Incident Management, Change Management, Problem Management, Service Request, Customer Information Management, CMDB. For example, I also liked the product from Swift Alm like Digite.

BMC Remedy review by User in Industrial Automation
User in Industrial Automation
Validated Reviewer
Verified Current User
Review Source

"BMC Remedy"

What do you like best?

BMC Remedy simplifies incident and change management. I can check on the progress of an incident or change order and see its status quickly, who is in charge and what approvals are still required. It also has a great knowledge base, where you can check knowledge relationship to previous incidents, etc.

What do you dislike?

BMC Remedy interface has numerous options and tabs which makes it difficult to navigate. We need to spend at least a day to train new personnel to get acquainted with the application.

Recommendations to others considering the product

Review lower cost options first

What business problems are you solving with the product? What benefits have you realized?

Our IT service has been more efficient and Customer Experience improved. Reduced overall approval process time. We also had better insight with Service Level Management (SLM) improving our SLA's / KPI's

BMC Remedy review by User
User
Validated Reviewer
Verified Current User
Review Source

"Quick way of reporting "

What do you like best?

It's easy to report any problem to our Help Desk service, they receive the incident and start the workflow until the problem has been finally solved.

What do you dislike?

If a problem is not solved, I don't get any reminder that I still have a pending issue. Then, if it wasn't an important issue I don't remember it again until I have that same problem again, and it's a bit a waste of time on my side.

Recommendations to others considering the product

BMC Remedy is a software easy to configure and to use.

Services can be categorised by anything you deem necessary in your company and users can be assigned different roles depending on the way they interact with the program.

Reports can be downladed and see a lot of statistics.

What business problems are you solving with the product? What benefits have you realized?

You don't have to go personally to the technicians in order to solve an IT problem. Also, they get to have a report of any incident that has occured in the company and can be sorted.

BMC Remedy review by Matt O.
Matt O.
Validated Reviewer
Review Source

"Used for years but migrating to a different product"

What do you like best?

It has served our needs for years but we have migrated to another product because of the difficulty to upgrade our customized version

What do you dislike?

We have customized the application and it was difficult to do and it made the software un-supportable. This has caused us major problems and we have had to migrate to a new platform.

Recommendations to others considering the product

Our version is not current, but we had issues updating the product due to customization; so it was not without effort or lack of trying.This product makes customization difficult and you could limit your upgrade path in the future, Be aware of how you modify the product

What business problems are you solving with the product? What benefits have you realized?

We currently only use it for Change Management. Our solution is basic and out-dated, but it does allow us to process changes

BMC Remedy review by Mohit S.
Mohit S.
Validated Reviewer
Verified Current User
Review Source

"It's no a remedy to our needs"

What do you like best?

It's ok for reporting and dashboards on the data once it is there. Other than that there is nothing that I like about Remedy. The font is tiny and very hard to read. It does not work with all browsers.

What do you dislike?

The font is tiny and very hard to read. It does not work with all browsers. It's is not at all intuitive.

What business problems are you solving with the product? What benefits have you realized?

Ticketing system.

BMC Remedy review by Hugo A.
Hugo A.
Validated Reviewer
Verified Current User
Review Source

"Great for support tickets management, slow as a turtle!"

What do you like best?

great way to organize the panels to have a better performance as a support agent

What do you dislike?

it can get too slow, in average it takes 5 - 10 seconds to load after every click, some processes take way more. Plus, there are some huge bugs that can affect the SLA of agents

Recommendations to others considering the product

Probably a great option if you don't want to start a huge development project for a new ticket management tool

What business problems are you solving with the product? What benefits have you realized?

a great benefit is the reports feature

BMC Remedy review by Shaun S.
Shaun S.
Validated Reviewer
Verified Current User
Review Source

"Remedy Review"

What do you like best?

I love how easy it is to make anything meet your requirements in Remedy. Either customizing something that was OOTB or just creating something unique and integrating it. The product makes life very easy for our users.

What do you dislike?

The old clunky look and feel of the mid tiers, SmartIT/MyIT is changing that but its a long way to go before we can move away from the traditional forms.

Recommendations to others considering the product

Its a great product, cost used to be a factor but it is now dropping in price making it a really good choice for medium to large business. I think it may have a little way to go for the smaller businesses.

What business problems are you solving with the product? What benefits have you realized?

Service delivery to our customers and working with multiple teams. Keeping your applications as server side as possible will help with this.

BMC Remedy review by Shivakumar G.
Shivakumar G.
Validated Reviewer
Review Source

"BMC Remedy Review_Shivakumar"

What do you like best?

User friendly, Tab management of issues is a good functionality. Pulling reports helps a lot to keep track of issues to set priority of resolving issues and reporting also helps to distribution work across the team. and I like the two part system, upper half has your tickets and lower half has all the tickets (associated to you) assigned to the groups. I like the Change management Console tab too (to keep track of the change controls).

What do you dislike?

Can work on improvising the UI. Keep up the good work!

Recommendations to others considering the product

Very good product for any Organization/User to keep track of their records in terms of issues management!

What business problems are you solving with the product? What benefits have you realized?

Health care IT issues management and Reports distributions. Keeping the documentations clear and concise!

BMC Remedy review by Administrator in Telecommunications
Administrator in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"Easy to Use and Administer"

What do you like best?

This is a straight forward ticketing system that is easy to setup and administer. The features offer all the search and support capabilities you could want.

What do you dislike?

The interface is a little "old-fashioned" and does not have all the best bells and whistles as far as visual appeal. However, don't let that stop you from using this software. It offers great search features, email notifications, etc.

Recommendations to others considering the product

Great product to use for a ticketing system. Easy for users and administrators.

What business problems are you solving with the product? What benefits have you realized?

This is a great ticketing system for any internal or external ticketing processes you might have. Easy for users to submit a ticket and easy to administer.

BMC Remedy review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"PK's BMC Remedy REview"

What do you like best?

I like the fact that Remedy's UI is concise but relays an abundance of information. The tabbed view of information pertaining to an incident can be very helpful without actually taking me to a different page or having to scroll a lot.

What do you dislike?

The UI feels older and can definitely be updated. The tabbed view can also result in a busy UI that will have me clicking on all the tabs without reading their title in order to find one datapoint I want.

Recommendations to others considering the product

There is a back-end to Remedy called OPAS Explorer. I'm not sure if it comes bundled with Remedy but this allows for a SQL connection to Remedy's Incident data which can translate to reporting benefits such as Incident tracking in Tableau or query-able data.

What business problems are you solving with the product? What benefits have you realized?

Incidents are a big part of my team's operations. Incidents are how problems and defects are identified and tracked. Remedy allows for a very quick search using an Incident ID for all the information associated with that Incident.

BMC Remedy review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source

"Remedy to create changes"

What do you like best?

I have been using remedy for past 2 years and its easy to learn.you just have to know the template of the group whom you have to assign the task. it also has template defined task for the teams to be assigned via active directory group. You can also copy an existing change and push it to next stage which saves a lot of time in drafting new one. You can create work orders,incident and CRQ's for different teams in remedy.

What do you dislike?

The only thing i dislike in remedy it the site uses cache memory and if you are using it on a particular browser for long time, then sometimes it wont work for you until you clear you cache memory and close the browser and reopen it to make it work smoothly again.

Recommendations to others considering the product

Use it as its easy to use and has great benefits to mange change controls in your office.

What business problems are you solving with the product? What benefits have you realized?

I am working for Walmart and using remedy. All the changes that goes for my project in Walmart have to be approved via CRQ,incidents created in remedy. this helps us in keeping track of what changes went into which production servers.

BMC Remedy review by User in Transportation/Trucking/Railroad
User in Transportation/Trucking/Railroad
Validated Reviewer
Verified Current User
Review Source

"Using it for managing my teams work tickets "

What do you like best?

Easy to track and manage work tickets. The software allows my team to check/update any work tickets assigned to us and also forward tickets to users with resolution.

What do you dislike?

UI screen needs a lot of improvements, it is sometimes hard to refresh or reload the ticket when you attach a file or screen shot. Also, creating templates is not as straight forward as it should be.

Recommendations to others considering the product

I would use the template based designs for tickets/incidents for tickets assigned to your team.

What business problems are you solving with the product? What benefits have you realized?

Stream lining creating incidents and resolution with business visibility. Tickets can be searched for by user or assigned to. The features are there if you know how to use it.

BMC Remedy review by Antonio L.
Antonio L.
Validated Reviewer
Verified Current User
Review Source

"BMC Remedy"

What do you like best?

Tener centralizado todas las incidencias de los usuarios asi como el stock de la empresa

What do you dislike?

La lentitud de la herramienta al hacer informes densos

What business problems are you solving with the product? What benefits have you realized?

Para mi trabajo es muy importante ya que se reciben todas las incidencias de los usuarios a traves de esta aplicacion

BMC Remedy review by Shvetha S.
Shvetha S.
Validated Reviewer
Review Source

"A simple change management tool"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

It your change management process is not too complex, this too would be good for you.I haven't personally experienced it, but i heard the tech support is good.

What business problems are you solving with the product? What benefits have you realized?

Used it to take and manage changes in our system.

BMC Remedy review by Consultant
Consultant
Validated Reviewer
Review Source

"BMC Remedy is intuitive and sensible"

What do you like best?

I have found Remedy to be-By far-The easiest and most "common sense" ticketing system. We used it for both incident & change tickets and compared to something like Service Now-Which I found incredibly clumsy and not at all intuitive-Remedy is great and easy and quick for the team to add codes-Or make quick changes on the back end to simplify & expedite things on the front end

What do you dislike?

Not much-Things can always be steamlined-But, nothing specific

Recommendations to others considering the product

I would definitely suggest Remedy over some of the other ticketing SW out there. It seems to work well in a large environment

What business problems are you solving with the product? What benefits have you realized?

It is used for submitting both incident tickets & change tickets for project management-The benefits are what I have mentioned-This tool is so much easier-which makes it quicker to properly submit a change ticket for projects

BMC Remedy review by Brendan W.
Brendan W.
Validated Reviewer
Review Source

"Very useful tool"

What do you like best?

I like BMC Remedy. It鈥檚 been very useful for me as a ticketing system. Honestly l, it may be more robust than I even need. There are cool little scripts you can write to streamline some processes.

What do you dislike?

Perhaps it could be a little prettier, sleeker, and graphical. However, that would probably bog performance.

Recommendations to others considering the product

Give it a shot. Couldn鈥檛 hurt.

What business problems are you solving with the product? What benefits have you realized?

I solve end user problems with technology. Tickets are assigned to me and then I close them out when fixed. The benefit is remembering everything in my workload and being able to make notes.

BMC Remedy review by Ken B.
Ken B.
Validated Reviewer
Review Source

"BMC Remedy 8"

What do you like best?

It is a great tool fro tracking calls and problems that can be accessed when needed. It is good that it sends our customer an email with their Remedy ticket number for their reference.

What do you dislike?

That it seems to hang when you are using it and it runs slow a lot of time on our Network impacting the speed of creating the ticket in order to move to our next call.

Recommendations to others considering the product

I would suggest to make sure it will run smoothly on your network and to make sure you are able to get the tech support as quick as possible when you need to use it.

What business problems are you solving with the product? What benefits have you realized?

Our in house Remedy is constantly tweaking the system in order to get maximum benefit from the software and to make it more reliable. The tweaking is helping out as far as being slow on the Network but stil has a ways to go before being stable.

BMC Remedy review by David M.
David M.
Validated Reviewer
Verified Current User
Review Source

"Herramienta de ticketing "

What do you like best?

Asignar incidencias a un departamento concreto para el tratado m谩s r谩pido de la misma.

What do you dislike?

Tarda bastante en sacar los reportes de los inventarios.

Recommendations to others considering the product

danip_@hotmail.com

What business problems are you solving with the product? What benefits have you realized?

Se resuelven incidencias con esta herramienta y se genera una base de datos con todas ellas, para consultarlas en un futuro.

BMC Remedy review by User in Hospital & Health Care
User in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"Great tool for helpdesk and tracking issues"

What do you like best?

This is very helpful for tracking issues and change management. It helps to make sure the right people are handling problems and it helps to prioritize those problems.

What do you dislike?

The user interface is a little clunky. Sometimes when updating a ticket, some fields are locked until you manually save the ticket.

I found that it was not that intuitive to learn; it took a little while to get the hang of it.

Recommendations to others considering the product

BMC, while a little clunky and not aesthetically pleasing gets the job done in our IT department. It serves its purpose for issue tracking and change management.

What business problems are you solving with the product? What benefits have you realized?

I use BMC as an applications analyst. It is used to track and prioritize customer issues, track and prioritize optimization requests, and change management. In such a large organization, it is crucial to keep management and different departments aware of what is going on, and this helps a lot.

BMC Remedy review by Kenneth P.
Kenneth P.
Validated Reviewer
Review Source

"Change management in a box"

What do you like best?

I like that all of the incidents, change requests, and requests are all in one location. This makes it easy for upper management to see everything that is going on in the environment.

Also BMC remedy has a very robust reporting system. This makes reporting on tickets and ticket times a straight forward process that management loves to see.

What do you dislike?

I dislike that all of the changes/incidents/requests all look similar. At quick glance is not easily to tell the tickets apart from one another.

Recommendations to others considering the product

BMC is an all in one ticketing system product with robust reporting. After getting an understanding of the UI, the console is responsive and quick.

What business problems are you solving with the product? What benefits have you realized?

We used BMC remedy as an all in one for ticketing and change management system. This helped streamline tickets from the helpdesk up to the engineers. This also help collaborate teamwork between all of the teams in the corporation.

BMC Remedy review by Administrator in Consumer Goods
Administrator in Consumer Goods
Validated Reviewer
Verified Current User
Review Source

"Great tool for Asset Management"

What do you like best?

The ability to create custom layouts is a very nice feature. It allows us to make company specific search and landing pages. It is very easy to use and is very user friendly. The default layout is easy enough that a beginner can pick it up very quickly.

What do you dislike?

I dislike the macro feature. Sometimes they are very hard to write and even execute properly. I do not find this tool very useful because of the complexity of it. The interface, all be it, functional, could use an update to feel more modern.

Recommendations to others considering the product

Although I believe Remedy user has been discontinued, it is still a great functional asset management tool. I have used it also for tracking call center tickets, but I feel SAP CRM is more robust for doing so. Remedy is great because you can generate custom layouts and generate custom reports.

What business problems are you solving with the product? What benefits have you realized?

We use Remedy to log all company assets and keep track of their life span. It also is great for tracking historical data regarding assets, SLAs, and warranties.

BMC Remedy review by User in Hospital & Health Care
User in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"BMC Remedy"

What do you like best?

Lots of information available, if you or your management is into that sort of thing. No frills.

What do you dislike?

Nothing is fluid about the interface or process of opening and closing service requests. Much of the information available is redundant and adds to the cumbersome usage. I prefer several free service requests solutions over BMC Remedy, but Remedy does fit better into a corporate environment.

Recommendations to others considering the product

I'd encourage you to look at all of your available options before purchasing Remedy.

What business problems are you solving with the product? What benefits have you realized?

Closing support requests, incident tracking, and historical reporting for multiple technical teams.

BMC Remedy review by Lakshmana K.
Lakshmana K.
Validated Reviewer
Review Source

"Remedy review"

What do you like best?

Remedy is good to report an incident and open a change request and maintain the incident tickets. its the best place to have incidents tracked

What do you dislike?

cannot open in multiple browser. in some case we wanted to clone a change and that needs to be compared we cannot do it.

Recommendations to others considering the product

definitly reccomend the system that runs on production enablement environment

What business problems are you solving with the product? What benefits have you realized?

Tracking the incident tickets and it always keeps track of the projects installed and upcoming projects to be installed

BMC Remedy review by Ralph M.
Ralph M.
Validated Reviewer
Review Source

"I have interfaced with Remedy as a systems administrator for trouble tickets."

What do you like best?

One of the features like best about Remedy is the portability of the program throughout the domain. The programs ability for quick queries and responsiveness leads to ease of use.

What do you dislike?

That it has remained very much a block like design. If it had a look and feel more like the Service now trouble ticket system it would be more fun to use. More of a dashboard appearance and feel would make it more approachable. Users would feel more connected to the software.

Recommendations to others considering the product

Try using Service Now instead of Remedy for greater fluidity and for keeping stride with the current expected face of technology.

What business problems are you solving with the product? What benefits have you realized?

The Remedy software allows for the creation of child ticket creation, and the collation of data for the resource management. Use of that aggregated data help the IT service to save on it resources and redistribute workloads evenly. The Remedy system help us to plan for good transitional data capture.

BMC Remedy review by Harshal M.
Harshal M.
Validated Reviewer
Review Source

"BMC ARS"

What do you like best?

BMC ARs is best part of BMC IT management suite. Almost all organization you can find this as their key option for ARS and we are one of them. New popular request option added is one of the good feature which makes it easy to new request. It also allows to manage known issue docs so user can take look at it before raising any incident.

What do you dislike?

Slow to run and user interface need much much improvement.

What business problems are you solving with the product? What benefits have you realized?

We use it as request system. Easy to generate request and use. You can track your request that's best. I think they should provide mobile updates as well.

BMC Remedy review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
Validated Reviewer
Review Source

"Strong product, with may functionalities"

What do you like best?

It's easy to report any problem to service Desk , they receive the incident and start the workflow until the problem has been finally solved.

New popular request option added is one of the good feature which makes it easy to new request.

Embedded ITIL v3 processes, with industry best practice reports and KPIs available out-of-the-box

Drag-and-drop change calendars, automated collision detection, and visual impact analysis graphs

What do you dislike?

The performance is very slow sometimes

Having to fill in so many fields for a single ticket can be a huge task sometimes

Recommendations to others considering the product

We are very satisfy and in teh process of migration to a newer versio

What business problems are you solving with the product? What benefits have you realized?

tickets can be added to a root cause analysis to better understand what's needed to improve performance and customer satisfaction.

BMC Remedy review by User in Telecommunications
User in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"Nice, well designed, detailed experience"

What do you like best?

The differentiation between CM and TM, the details about the tickets before closing and asset details + checking for conflicts are the best options I love about this tool

What do you dislike?

The performance is very slow sometimes. Nothing apart from it's performance

Recommendations to others considering the product

It gives an ability to have a central repository gives an immense help while creating end of the month reports for the business and more insights on the ticket resolution process.

What business problems are you solving with the product? What benefits have you realized?

Trouble ticket management system. Benefits are

1. Central repository for tracking issues

2. Ability to record important information.

BMC Remedy review by Shayne F.
Shayne F.
Validated Reviewer
Verified Current User
Review Source

"The "Remedy" for ITIL"

What do you like best?

The ability to customize Remedy with your own business logic and rules to match your ITIL processes.

What do you dislike?

For a brand new user, it can be VERY overwhelming. Having to fill in so many fields for a single ticket can be a daunting task. Using BMC Smart IT makes it MUCH more easy to digest, but then you cannot customize it for business logic and workflow rules.

What business problems are you solving with the product? What benefits have you realized?

We use this as our complete ITIL solution. Change, Incident, Asset and Problem Management. We use it for Work Orders and customer self service via Service Requests. We also have various automated solutions for capturing and reporting issues.

BMC Remedy review by Mar铆a  G.
Mar铆a G.
Validated Reviewer
Review Source

"Aplicaci贸n de gesti贸n de incidencias profesional "

What do you like best?

Lo f谩cil que resulta trabajar con esta herramienta. La gesti贸n en tiempo real es r谩pida y permite un trabajo eficiente.

What do you dislike?

En ocasiones al trabajar en equipo accediendo desde m煤ltiples cuentas a la herramienta resulta algo lenta en respuesta.

Recommendations to others considering the product

Es una herramienta perfecta para la resoluci贸n y gesti贸n de incidencias a nivel de usuario. La agilidad y eficacia del proceso de utilizaci贸n es magn铆fica.

What business problems are you solving with the product? What benefits have you realized?

Pues la resoluci贸n de incidencias t茅cnicas en tiempo real.

BMC Remedy review by Ravi S.
Ravi S.
Validated Reviewer
Verified Current User
Review Source

"Good but heavy on system"

What do you like best?

Incident Management, Problem management all at one place

What do you dislike?

Slow response, lack of integration with new tools (or may be our org done have that), Not so easy Reporting configuration

Recommendations to others considering the product

Overall a nice tool. BMC needs to work on improving response time for the application and can add better dashboard for easy reporting. Integration with new tools needs to be explored - like - Pagerduty, slack etc

What business problems are you solving with the product? What benefits have you realized?

Incident and Problem management

BMC Remedy review by Mark O.
Mark O.
Validated Reviewer
Review Source

"Remedy is a clunky yet powerful way to store customer service calls"

What do you like best?

I like the ability to search through current and previous calls whether they have been resolved or not.

What do you dislike?

Some of the fields are limited and cannot be customized. It would be nice to be able to customize it more for our particular department.

Recommendations to others considering the product

Be sure and take advantage of whatever customization is provided.

What business problems are you solving with the product? What benefits have you realized?

We are tracking the thousands of calls that come in every week, and are able to generate reports about individual stores so they can be rated and make improvements.

BMC Remedy review by Brittany W.
Brittany W.
Validated Reviewer
Review Source

"With the right support Remedy is a great go to!"

What do you like best?

Remedy is a robust system that is able to be designed to support very large scale operations.

What do you dislike?

Despite using several browsers and a newer system the application requires a lot of memory and crashes if I鈥檓 doing too much multitasking.

Recommendations to others considering the product

Must have someone well versed in Remedy to support teams if implementing on a large scale.

What business problems are you solving with the product? What benefits have you realized?

We use Remedy as a ticketing system for our IT help desk. We are able to help users across teams get their IT needs taken care of.

BMC Remedy review by User in Telecommunications
User in Telecommunications
Validated Reviewer
Review Source

"Smart ITSM suite if you need a strong ITIL framework in your organization"

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

BMC Remedy review by User in Telecommunications
User in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"Organized Chaos"

What do you like best?

BMC Remedy provides a lot of flexibility to its users. There are endless amounts of custom reports and possibilities within the tool.

What do you dislike?

The developers must have a great understanding of the tool's potential as well as the exact requirements of its user.

Recommendations to others considering the product

Make sure your app development team is trained and prepared for integration.

What business problems are you solving with the product? What benefits have you realized?

BMC Remedy is used for a ticketing system in my business. This allows us to move tickets between groups and keep an account for time to close.

BMC Remedy review by Timothy N.
Timothy N.
Validated Reviewer
Review Source

"Excellent for what it offers"

What do you like best?

User defined queues in addition to defaults. Ticket assignment is clear and simple. Automatic escalations after certain thresholds. Ability to reopen tickets if necessary.

What do you dislike?

software can seem clunky at times. Doesn't easily play well with monitoring suites.

What business problems are you solving with the product? What benefits have you realized?

We've used remedy for change management and incident management/ ticketing. The benefits we've gained are enhanced visibility into issues and being able to track issues to their point of origin.

BMC Remedy review by Sunshine M.
Sunshine M.
Validated Reviewer
Review Source

"Used by Fortune 500 companies"

What do you like best?

I've been using this product for over 15 years. The software is one of the best I the industry. Easily customizable, but most features needed for a Service Desk is out of the box functionality. To configure the applications is easy except for creating CIs and relationships for their CMDB.

What do you dislike?

The Atrium CMDB and integrator. Not very intuitive and the documentation isn't very helpful. Also, CI classes aren't really for the Telecom industry.

What business problems are you solving with the product? What benefits have you realized?

Change Management and Problem Management helps us track our Problems and change requests easily.

BMC Remedy review by Rolando G.
Rolando G.
Validated Reviewer
Verified Current User
Review Source

"Nice tool to handle incidences and more"

What do you like best?

It is a good and easy to use tool to handle incidences, manage planned jobs, set work orders and so on. It is user friendly and customize to your needs. Support from BMC is really good.

What do you dislike?

Sometimes the GUI is a little bit slow, but it depends on the servers where it relays. In addition to that I have nothing to complain about.

Recommendations to others considering the product

Go for it, it's a great tool from a big experimented company (BMC) with great support.

What business problems are you solving with the product? What benefits have you realized?

Incidence handling, work orders. The benefit is do everything in a proper order and hierarchically.

BMC Remedy review by User in Civil Engineering
User in Civil Engineering
Validated Reviewer
Review Source

"Well designed help desk solution"

What do you like best?

Remedy has a really easy to use interface with a simple to follow layout that even nontechnical users could get to grips with quickly.

What do you dislike?

This may have only been an issue with the setup at my previous job but when searching for certain criteria you had to preface with either an @ or ! depending on the search. Obviously not an end of the world issue but it is annoying to have to refuse the search when you use the wrong symbol or forget altogether.

Recommendations to others considering the product

Defiantly worth looking into, makes monitoring tickets for potential impacts much easier.

What business problems are you solving with the product? What benefits have you realized?

Very effecting helpdesk solution particularly when grouping multiple related issues together in the case of major impacts.

BMC Remedy review by Nicholas H.
Nicholas H.
Validated Reviewer
Review Source

"Ticketing.."

What do you like best?

I like being able to create queries to filter out criteria of my own choosing.

What do you dislike?

There is a lack of flexibility as far as customizing layout or exporting data to other databases for use in app development

Recommendations to others considering the product

Skip and go to service now

What business problems are you solving with the product? What benefits have you realized?

Some of the problems I solve include finding patterns in open tickets and seeing what we can do to resolve them. Remedy allows us to search tickets put in with specific criteria

BMC Remedy review by User in Retail
User in Retail
Validated Reviewer
Review Source

"BMC Service DeskPlus"

What do you like best?

ease of use great support ability to tie in other BMC products to service desk Great way to track help tickets and set up changes for review and maintain parameters and procedures for making changes and ability to verify and get others to approve and keep track of this Ability to tie in IBM notes to automatically create tickets and use Service desk to send emails that automatically save in ticket for better record keeping of communication between technician and end user

What do you dislike?

No ability to bulk close multiple tickets relating to a single solution. No true solution database cant really set up keywords making it difficult to use as a knowledge base

What business problems are you solving with the product? What benefits have you realized?

tracking and maintain helpdesk ticketing system Ability to setup procedure for implimenting chages with templates and making sure approval for changes are tracked

BMC Remedy review by Industry Analyst / Tech Writer in Market Research
Industry Analyst / Tech Writer in Market Research
Validated Reviewer
Verified Current User
Review Source

"BMC Remedy Review "

What do you like best?

Integration between client, user, and internal is virtually seem less.

What do you dislike?

There are a LOT of options for littlest detail. With the different tabs to select from in the dashboard, it at times can become confusing if not used on a regular basis.

Recommendations to others considering the product

If you're looking for a comprehensive software platform to track multiple issues, this is for you. Just keep in mind that the interface is cluttered, and can be confusing if not used on a regular basis.

What business problems are you solving with the product? What benefits have you realized?

Errors in data. Whether the client or anyone for that matter find an error, a Remedy ticket is added, then vetted.

BMC Remedy review by Mark V.
Mark V.
Validated Reviewer
Verified Current User
Review Source

"Remedy"

What do you like best?

Remedy is best used for creating help-desk tickets and new work requests from user community. Also a good way to keep track of work for auditing.

What do you dislike?

It can be less than intuitive in its use compared with other similar products.

Recommendations to others considering the product

Great software for handling issues and segregating problems into severity.

What business problems are you solving with the product? What benefits have you realized?

We use it to keep track of application outages or issues.

BMC Remedy review by Mark C.
Mark C.
Validated Reviewer
Review Source

"Not the best tool for this job"

What do you like best?

I like that is has switched to a web app/web interface.

What do you dislike?

So many things. Basically, it is just hard to use. The features are not intuitive, at all. When I search for a record, it is most likely I won't find it without the Incident number. It has all the right search fields and such; it just doesn't find any records. That is the worst part. What good is a system if you can't find the records you need?

Recommendations to others considering the product

Pick something else.

What business problems are you solving with the product? What benefits have you realized?

It enables the tracking of 'incidents' for record keeping, colaboration and knowledge base purposes.

BMC Remedy review by User in Hospital & Health Care
User in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"BMC Remedy Review"

What do you like best?

Used to process help desk tickets. Very detailed oriented. Easy to update and for end user's to understand. Helped improve customer satisfaction.

What do you dislike?

The only issue is sometimes it is a little slow moving from page to page.

Recommendations to others considering the product

Any product that can help improve customer satisfaction is a must.

What business problems are you solving with the product? What benefits have you realized?

BMC Remedy has helped solve customer satisfaction issues. One main benefit is user's can put in a remedy ticket themselves without needing to contact the service desk direct.

BMC Remedy review by Marc V.
Marc V.
Validated Reviewer
Verified Current User
Review Source

"Overly complicated software "

What do you like best?

The amount of features and functionality

What do you dislike?

The convoluted user interface is complicated for both admins and end users to use. Drop downs and categorization should be simplified.

Recommendations to others considering the product

I would recommend looking at a solution like service now.

What business problems are you solving with the product? What benefits have you realized?

It service desk and ticket resolution

BMC Remedy review by Pedro C.
Pedro C.
Validated Reviewer
Verified Current User
Review Source

"Best ITSM for the Enterprise"

What do you like best?

I like so much the mobile features, the new consoles

What do you dislike?

Until current version, the migration process between version and even between environment is very manual

What business problems are you solving with the product? What benefits have you realized?

Integrations with other information sources, out-of-the-box ITIL compliance..

BMC Remedy review by User in Hospital & Health Care
User in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"Remedy Service Queue Management"

What do you like best?

It tracks the ticket queues and give you an efficiency way to manage the services requests, and the templates would give you a good method to standardize services.

What do you dislike?

Some redundant fields even you have simple requirements. The applications could be a little bit overwhelming when you first start to use the services.

Recommendations to others considering the product

It's good product and should meet your majority service needs.

What business problems are you solving with the product? What benefits have you realized?

Services requests, tickets queue management, change management. Tracking the co-relations of requirements and steps taken to archive the results.

BMC Remedy review by Akhil R.
Akhil R.
Validated Reviewer
Review Source

"BMC Remedy"

What do you like best?

It's a good ticketing tool with good fibercation between incidents change tickets work orders and problem management. Also it can be used as a good supplement as a Reporting tool.

What do you dislike?

The things which I dislike about the software is sometimes when you fill the information and click on save it's not saved completely and also sometimes it gets hanged.

Recommendations to others considering the product

It's a good ticketing tool very easy to use.

What business problems are you solving with the product? What benefits have you realized?

We were using BMC Remedy as a ticketing tool for different types of business requirements.

BMC Remedy review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"BMC Remedy for Incident management"

What do you like best?

Its one of the favourate software ever I use for my production support. Now (A few years back) its been modified such that no remedy client is needed to install in the system.Its great step for being competitive product.

What do you dislike?

Problem ,Incidents and service requests management links are given separately. Though single sign on available, we may have to log again to update.

What business problems are you solving with the product? What benefits have you realized?

Hassle free Incident Management and service request Management

BMC Remedy review by Aaron H.
Aaron H.
Validated Reviewer
Verified Current User
Review Source

"Information Overload"

What do you like best?

Simple designs assists with keeping everything uniform and correct

What do you dislike?

Depending on who designs the ticketing software, it can be overloaded with information that is unnecessary.

What business problems are you solving with the product? What benefits have you realized?

Ticketing software to keep track of open and assigned tickets in our queue.

BMC Remedy review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"It works as it should, but experiences may vary."

What do you like best?

Remedy can be configured to be very simple or very complex. It mostly depends on who your Remedy admin is. I've seen it used to point to a knowledgebase and configured to keep track of assets.

What do you dislike?

Sometimes Remedy could be very laggy, but it depends on the server configuration and network infrastructure.

What business problems are you solving with the product? What benefits have you realized?

It allows you to keep track of common issues, assets, and determine technician workload.

BMC Remedy review by Ameer K.
Ameer K.
Validated Reviewer
Review Source

"BMC Remedy review"

What do you like best?

Looking at my assignments keeps me on task. Keep track of obnoxious specifics.

What do you dislike?

Feels clunky, load time, sometimes feels archaic. Only works in Mozilla Firefox! Huge issue. also all the annoying email notifications I didnt necessarily need.

What business problems are you solving with the product? What benefits have you realized?

Customer service management, incident management. Being able to share other team members on the specifics of a task when they actually need to know about it.

BMC Remedy review by Scott W.
Scott W.
Validated Reviewer
Review Source

"good with limited functionality"

What do you like best?

Easy to track tickets and issues that are assigned to individuals. Relatively user friendly interface and decent ability to provide metrics

What do you dislike?

Not a lot of features for a ticketing system. It is very limited in its use and is not adaptable without major changes to the backend or running a bunch of different add ons.

Recommendations to others considering the product

Footprints, Jira, or any other ticketing system can be used in place of Remedy.

What business problems are you solving with the product? What benefits have you realized?

Remedy allows us to provide metrics for management as well as easily assign ticket to members of the IT team. Remedy is also used amongst other teams other than IT for metrics.

BMC Remedy review by Sami H.
Sami H.
Validated Reviewer
Verified Current User
Review Source

"Dated interface"

What do you like best?

I can't say that there is anything good to say about Remedy. It performs basic functions as far as ticketing and inventory management.

What do you dislike?

The interface and the convoluted menus is the worst part. It makes it difficult to work with the information presented.

What business problems are you solving with the product? What benefits have you realized?

Trouble ticket management system. Benefits are that it is a central repository for tracking issues and recording important information.

BMC Remedy review by Jeremy S.
Jeremy S.
Validated Reviewer
Verified Current User
Review Source

"A highly customizable product for ITSM and other needs"

What do you like best?

BMC Remedy provides a great interface via Eclipse to create your own custom forms (tables) & functionality or customize OOTB (out of the box) forms & functionality. The interface allows many different options and though we didn't do much with it, allows CSS to really give a dynamic view of the data. We recently transitioned to the web interface for all customers (the old desktop tool is no longer supported). While some functionality that used to exist is no longer there, you can recreate it using the new tools provided. The logging capabilities assist in troubleshooting issues (though the desktop logging was much better).

The ability to overlay OOTB workflow and be able to still reference the original functionality was a great improvement. It allowed us to upgrade and not lose the changes we had made and still gave us a method to look at the workflow as it originally was to compare. This may sound complicated, but the way it works is great and easy to use.

What do you dislike?

The transition to web only was a little difficult due to some features no longer being available. For instance, you could no longer refresh a record on your screen. Instead, you had to create workflow to perform this operation so you could have the "newest" updates to that record. Any time you remove functionality, it is a negative and I believe some of the functionality should have been provided OOTB instead of having to be created by developers. At times, the Eclipse development tool would act "buggy" and not function correctly along with a memory leak that would eventually consume too many resources and become unresponsive. Hopefully these issues have or will be fixed in the near future. The interface of the development tool is miles beyond what it used to be when it was the "Administration Tool".

Recommendations to others considering the product

You don't have to know "coding" like some other development tools. The interface is intuitive and once you have the basic concepts down, you will be able to create your own modules and functionality. A very good tool for growing companies and established companies alike.

What business problems are you solving with the product? What benefits have you realized?

We were able to have a custom ITSM solution built from the ground up. This allowed us to have an edge on the competition that was using other products where the customization was limited or there was none altogether. As new customers came to us, we could add/modify features and even allow different customers to pick & choose how they wanted to use the system. As long as your company has a vision and lays out all the pieces needed, you will be able to build it in Remedy (this is my belief). The flexibility is key as it does not limit you from creating what is needed.

BMC Remedy review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"BMC Review "

What do you like best?

It has all the below in a consolidated area

1) Incident Mgmt

2) Service requests

3) Problem Mgmt.

4) Change Mgmt

What do you dislike?

It is very slow and times never respond and hangs all together.

Recommendations to others considering the product

Have to make the tool a light weight one a it loads lot of stuff and reporting out of that is a great concern

What business problems are you solving with the product? What benefits have you realized?

Integrated tool for Run Ops and Production upport activities.

BMC Remedy review by User in Accounting
User in Accounting
Validated Reviewer
Verified Current User
Review Source

"BMC Magic"

What do you like best?

I don't know if there is anything I like best. Maybe the number of options.

What do you dislike?

The flow of the options. The tool is powerful and has many features, but the ease of use is poor. It doesn't flow.

Recommendations to others considering the product

Consider you options, make sure you need everything this tool has to offer compared to the ease of use.

What business problems are you solving with the product? What benefits have you realized?

This is service desk software. The benefit of having this over nothing is great. Although we are switching to a tool that is easy to work with.

BMC Remedy review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
Validated Reviewer
Review Source

"Best in automating the ITIL Processes"

What do you like best?

Capable service management for the digiital enterprise that deliver collaboration services between IT support and IT operations.

What do you dislike?

The license cost is quite high compared to other. having said that, it stills provide flexible and competitive pricing.

Recommendations to others considering the product

as a a large scale enterprises should consider this BMC Remedy for their IT Service Management where integration to your system is a must and have easy access in accessing, tracking and reporting every incidents or problems.

What business problems are you solving with the product? What benefits have you realized?

It help in managing and resolving incident faster, track the service levels, and even integrate to mobile apps. Hence, it improve the IT activities, decisions, and services support and increases productivity with less people

BMC Remedy review by David F.
David F.
Validated Reviewer
Review Source

"Transitioning to BMC"

What do you like best?

The transition so far to remedy has been smooth and well supporter. The community as well has been extremely helpful in resolving issues.

What do you dislike?

The program feels a little cluttered and hard to navigate at times. It has also shown to be difficult to explain to some users.

What business problems are you solving with the product? What benefits have you realized?

It is a much more centralized and powerful engine to manage our company.

BMC Remedy review by Sanjeev C.
Sanjeev C.
Validated Reviewer
Review Source

"Nice Incidence management tool"

What do you like best?

Configurable interface, Layout customisations, Provides systematic hierarchy to follow up the incidence. We can find all incidents and change requests at one location.

What do you dislike?

Very dense layout/cells, multiple sections looks same.

Recommendations to others considering the product

Remedy needs to work more on better user experience but I will recommend as this certainly provides an infrastructure of incidence when you start using it.

What business problems are you solving with the product? What benefits have you realized?

Incidence management

BMC Remedy review by John G.
John G.
Validated Reviewer
Verified Current User
Review Source

"Adequate product for daily use of ticket entry"

What do you like best?

The search is quite fast. I'm able to pull up historical tickets in an extremely short amount of time.

What do you dislike?

The interface is a little on the antiquated side, but I'm not using it for looks.

What business problems are you solving with the product? What benefits have you realized?

Keeping track of customer tickets to minimize duplication of effort.

BMC Remedy review by Consultant in Media Production
Consultant in Media Production
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"BMC for ticketing events"

What do you like best?

Ability to customize ticket fields and monitor events all within one application. Ability to create an API from other tools to ticket directly to BMC. Multiple groups can have tickets added to a specific queue for their functional area which can be used as the one place for the team to go to manage their workload. Fields can easily be added to ticket flows to adjust for new products or changes in the business and process.

What do you dislike?

Software could use an upgrade as it often has a slow query and response time. The GUI is not user friendly as the interface is antiquated. It would be helpful if the layout was more user friendly and match the process flow for a specific ticket entry. Difficult to toggle between two different events as updates can only be made on one event at a time. This makes it nearly impossible to multi-task more than one event at the same time.

Recommendations to others considering the product

An overhaul of the software is needed to make it user friendly and easy to adapt to changes in the business. The ability to run reports and fast queries would it make it an every day useful tool.

What business problems are you solving with the product? What benefits have you realized?

One place to house all network event tickets and run reports based on KPI's. Can easily identify specific events where service level performance was not met. These tickets can be added to a root cause analysis to better understand what's needed to improve performance and customer satisfaction.

BMC Remedy review by User in Medical Practice
User in Medical Practice
Validated Reviewer
Verified Current User
Review Source

"Work Orders are easy with BMC"

What do you like best?

BMC helps to create work orders and tickets from the users and address them efficiently. It also makes it possible to keep track of the already performed tickets for house keeping purposes.

What do you dislike?

I hate the interface, sometimes there are pop ups that pop out of different tabs. Inconsistent design, hope they change that in the new version. Sometimes the application crashes as well.

What business problems are you solving with the product? What benefits have you realized?

Create Work Orders for IT and keep track of the service problems.

BMC Remedy review by Jean G.
Jean G.
Validated Reviewer
Verified Current User
Review Source

"BMC is a detailed ticketing system but is extremely slow and laggy."

What do you like best?

The best thing about BMC was the ton of information that we can gather when we would create a report or when we would just look for tickets request.

What do you dislike?

BMC was extremely slow and laggy. It would sometimes take up to 15 minutes before the next page would load. Even when using the lighter web version.

Recommendations to others considering the product

Try it out with a trial if possible to see if you would like the system. The system might be faster since they rebuilt the newest version.

What business problems are you solving with the product? What benefits have you realized?

Problems that we were trying to solve-

We were trying to organize the way we would resolve issues in KellerISD.

Streamline services provided.

Benefits we realized-

Able to somewhat organized and streamline any services we provided.

BMC Remedy review by Ebrima (EJ) J.
Ebrima (EJ) J.
Validated Reviewer
Review Source

"BMC Remedy"

What do you like best?

I found BMC Remedy user friendly and very informative.It can make your organization more productive by revolutionazing your ticketing system and increase more collaboration between technicians using the same system.I used it with a big organization that used lotus notes and it made my job very easy to find the data i needed to set up my user.

What do you dislike?

I really did not find any dislike about the software , the only inconvinient is that with BMC, you have to use a user name and password which is security in book. I am thinking it has to be a away to bypass it.

Recommendations to others considering the product

I definetly recommend others to use BMC remedy as their ticketing software. It is very easy to use and it can improve your company's productivity and efficiency.

What business problems are you solving with the product? What benefits have you realized?

I was using BMC Remedy to access the information such as user id and password to set up Workstations and to configure my users email access. As i said for big enterprises, most of the time you have technicians all over the world working for the same company and BMC Remedy is the tool that can facilitate your work as a IT Technician.

BMC Remedy review by Jill B.
Jill B.
Validated Reviewer
Review Source

"Remedy is extremely slow, UI is not intuitiv., simple What, When, Who, Where info is buried. "

What do you like best?

I have used quite a few "service ticket" systems in my career and this is hands down the most cumbersome. Our Remedy system slows down my response time and buries the details of each case making support more difficult than it has to be daily for hundreds of people here!

What do you dislike?

User Interface, speed, unnecessary popups that lock other applications, tedious search tools, workques that are slow to load. Menu labels that are unclear. Too many lists to choose from and too many items to scroll through to find your selection. Poor information design and user interface design.

What business problems are you solving with the product? What benefits have you realized?

Healthcare IT support. Electronic Health Record (EHR) support. I personally have not realized any benefits using Remedy.

BMC Remedy review by Prateek S.
Prateek S.
Validated Reviewer
Review Source

"The best tool for incident, problem and change management."

What do you like best?

The best tool for incident, problem and change management. The best tool for incident, problem and change management.

What do you dislike?

The best tool for incident, problem and change management. but can be a bit fast. An offline version will be much appreciated.

What business problems are you solving with the product? What benefits have you realized?

The best tool for incident, problem and change management. The best tool for incident, problem and change management.

BMC Remedy review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Highly Configurable Ticketing and Asset Tracking System"

What do you like best?

This is software is widely used by many government agenies so admins, developers, and users are familiar with the product. It is highly configurable with proper development. Ticketing Service works great!

What do you dislike?

The Asset Tracking Service and Reports is very time consuming. Everything has to be configured manually. Reports can be saved to be rerun later, but not very user-friendly on setup.

Recommendations to others considering the product

More Plug-n-Play fields with Asset Tracking (i.e OS versions, etc).

What business problems are you solving with the product? What benefits have you realized?

Ticketing Service and Asset Tracking. Easy inventory review if assets are updated.

BMC Remedy review by Ankit J.
Ankit J.
Validated Reviewer
Verified Current User
Review Source

"Excellent ticketing tool for change management and release mangement"

What do you like best?

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 prod and non prod env

What do you dislike?

mobile integration is not that much and should focus on getting it more comprehensive as the nature of today demand s

Recommendations to others considering the product

no

What business problems are you solving with the product? What benefits have you realized?

change management

cross vendor communication

BMC Remedy review by Simone M.
Simone M.
Validated Reviewer
Review Source

"Remedy"

What do you like best?

I like the layout of Remedy and how easy it is to access tickets, easy to learn about the product

What do you dislike?

I didn't like how long it would take for tickets to come in at times. Especially urgent requests.

Recommendations to others considering the product

n/a

What business problems are you solving with the product? What benefits have you realized?

Other than the speed of tickets, nothing was wrong with the application.

BMC Remedy review by User in Education Management
User in Education Management
Validated Reviewer
Review Source

"An archaic ticketing system in desperate need of an update."

What do you like best?

Searching for tickets and reporting on them is smooth and easy to do.

What do you dislike?

The UI and general ticket making process is tedious and has been vastly improved upon by systems like ServiceNow

Recommendations to others considering the product

This software fits the bare minimum requirements for a functioning service desk. If you want to be able to go above and beyond for your customers, albeit with a bit more setup work, go with service now of a system like it.

What business problems are you solving with the product? What benefits have you realized?

We used BMC Remedy to take tickets and escalate them to other teams, as well as for call reporting.

BMC Remedy review by Raghavendra M.
Raghavendra M.
Validated Reviewer
Verified Current User
Review Source

"System Architect"

What do you like best?

Change Management Module/CMDB/Smart Reporting

What do you dislike?

Change Approvals - Needs improvements on removal of unwanted adhoc approvals

Recommendations to others considering the product

Strong in ITIL Concepts.

What business problems are you solving with the product? What benefits have you realized?

Change Management Module/CMDB/Smart Reporting

BMC Remedy review by Consultant in Telecommunications
Consultant in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"BMC Remedy USer"

What do you like best?

Ease of use of this software is amazing. So robust and flexible that it can be merged with any other application

What do you dislike?

User interface can be improved. Currently its too complex.

Recommendations to others considering the product

Best ticketing support Application

What business problems are you solving with the product? What benefits have you realized?

Ticketing support system. We create tickets in BMC remedy for the issues and problems encountered by end users and then address and track them using BMC remedy software

BMC Remedy review by Lisa F.
Lisa F.
Validated Reviewer
Verified Current User
Review Source

"BMmc remedy"

What do you like best?

Historically can view information on past issues.

What do you dislike?

Workflows too complex and too many user settings

Recommendations to others considering the product

Too complex

What business problems are you solving with the product? What benefits have you realized?

Delivering tickets to managed vendors

Kate from G2 Crowd

Learning about BMC Remedy?

I can help.
* We monitor all BMC Remedy reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.