BMC Remedy Reviews & Product Details


What is BMC Remedy?

Remedy 9 is a powerful service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes everybody more productive.

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BMC Remedy Profile Details

BMC Remedy Profile Details

Vendor
BMC
Description
BMC is a global leader in software solutions that help IT transform traditional businesses into digital enterprises for the ultimate competitive advantage.
Company Website
Year Founded
1980
HQ Location
Houston, TX
Phone
713 918 8800
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
6,780
Twitter
@bmcsoftware
Twitter Followers
55,261
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Companies Using BMC Remedy

Cisco
Microsoft
IBM
General Electric
Adobe
Google
Amazon
Intuit
ADP
Accenture
Hewlett-Packard
Target

BMC Remedy Reviews

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1-25 of 241 total BMC Remedy reviews
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Intership Student
Construction
Enterprise
(10,001+ employees)
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Verified Current User
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"The best software for control all tickets type"

What do you like best?

This software is very easy for use, it has a very friendly interface.. It helps the company to control the attendance and provide the types of tickets that happen most. It also shows the client's satisfaction when the employee terminates the ticket. I also like to have the function to export to excel.

What do you dislike?

Until the moment of use, I did not find anything in this tool that I do not like. It has many features that I do not yet know.

Recommendations to others considering the product:

I recommend using this program, it has several tools that help in day to day life and has an easy to use and very friendly interface. In addition, each call terminated, an email is sent to the requester to respond to a satisfaction survey.

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

This program helps you control all types of requests and incidents. It helps to keep the goal of tickets met on time, and in addition, it shows which types of problems are most recurring within the company.

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IT Analyst
Enterprise
(10,001+ employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Excellent program to control activities!"

What do you like best?

I like this program because it is very practical and easy to use. In addition to being via the web, which does not require a robust machine to run it. I also like the exported reports that can be converted to excel, being able to monitor all the type of request / request that occurs in the company.

What do you dislike?

There are still a lot of tools I do not know how to use, but so far, I have not found anything I do not like.

Recommendations to others considering the product:

I recommend everyone to use the remedy, it is easy to understand and very practical. It is also cheap and you can monitor all type of request that occurs in the company.

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

It helps in the agility of solving the problems of the company, besides being able to count on any type of report.

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Theacher for Department of Electronics, Systems and Computing (DESI)
Enterprise
(1001-5000 employees)
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"Complete ITSM tool"

What do you like best?

The way you can relate all relevant information to any type of ticket, it's a powerful and must-use capability within Remedy. You can have any number of related tickets, for example, set a bunch of incidents as child incidents of another one, then set a change record as the cause for the parent incident, and another one as the change that resolved such incident. Finally, you can set a problem record as the one in which all investigation is being done to prevent the incident from happening again.

The related records enable a breadcrumb trail that allows to navigate thru all the tickets related to any issue. Instead of trying to piece together things like a puzzle, you have all the information relevant to a record at the reach of your fingertips.

What do you dislike?

Most of the time, Remedy is slower than the average application, the response time for the searches, action buttons, filters, is a test of patience. Even with decent hardware, the response time doesn't show much of improvement.

Recommendations to others considering the product:

You will need to have all your processes in place first. The old computer saying about 'garbage in, garbage out' applies to the dot with ITSM tools, if you don't have you house clean and working smoothly before implementing Remedy (or any other ITSM tool for that matter) you'll have a rough time sorting it out and you won't get the best of it.

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

With Remedy, my company handles most of our customers business IT. Most of the customers have all their processes handled by Remedy, and it has been a robust, reliable tool.

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Enterprise
(10,001+ employees)
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"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 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.

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JTO
Enterprise
(10,001+ employees)
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"Best tool for resolution of Dockets"

What do you like best?

It is very helpful for resolving the tickets..almost all the attributes are self explanatory and easy to use, what i like the most is the reports generated with all the details, when the docket was raised, when it was resolved, by whom etc...it has all the details clearly...it makes life easy...

What do you dislike?

So far everything is good about Remedy tool

Recommendations to others considering the product:

Please go ahead with BMC Remedy...life is made easy with it...best at taking reports, count,average time duration etc.

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

We are using remedy to solve customer issues with BMC remedy, it is easy to keep track of the issue and provide optimum solution to the ticket raised through remedy

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IT Project Manager
Information Technology and Services
Enterprise
(5001-10,000 employees)
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"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 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.

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System Engineer
Computer Networking
Enterprise
(5001-10,000 employees)
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"BMC Ticketing tool"

What do you like best?

Easy interface with some good features and there are lots of good features such as categories where you can find the exact category related to your product easy to manage the ticket and at the same time you have many options such as you can put the ticket or case ID in progress if you are working if it is taking tie then you can pending the ticket so your SLA time will be stopped and you can manage multiple tickets at a time

What do you dislike?

Sometimes too slow with hanging issue and if you do not refresh it will be log out automatically i have mentioned that above about category but they need more improvement in that features also

Recommendations to others considering the product:

If you are looking for good IT ticketing tool for resolving IT infra issues then go for it

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

We are solving IT related quaries and issues in my company

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Consultant
Information Technology and Services
Mid-Market
(201-500 employees)
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"Good ticketing tool"

What do you like best?

Tracking and linking with multiple systems.. even this is tracked to SAP solution manager. So what ever the values in Solution manger are created then this is helpful.

What do you dislike?

Not so user friendly and should have good knowledge to understand the tool. Suppose if there is a save button then i need to keep on searching the save button where it is. So this is not helpful.

Recommendations to others considering the product:

This is a good tool for ticket tracking. Have a good interlinking

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

Ticket tracking and change requests tracking . This is also linkigng be with solution manger . Also the CRQ and change management untill the maintainance part is completed this is better.

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Analista del centro de operaciones de red
Enterprise
(10,001+ employees)
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"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 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 ​​how the management goes of their cases.

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A
Mid-Market
(501-1000 employees)
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"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, gestión de cambios, gestión de la configuración, gestión de incidencias, gestión del conocimiento, un todo en uno integrado para el service desk.

Ademas su fácil uso para el servicedesk, para que gestione las incidencias, asociándolas 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 también cuenta la integración de informes en tiempo real Smart Reporting el cual ayuda a trabajar con la información 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 gestión del conocimiento, es muy básico y pobre, necesitaría un editor mas potente.

Necesitas una gran infraestructura para trabajar con la aplicación, no esta recomendada para organizaciones pequeñas.

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 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 así la certificación de calidad ISO 20000.

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Coordinador de Monitoreo y Control
Telecommunications
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"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 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.

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Enterprise
(10,001+ employees)
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"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 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.

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Operation Analyst
Telecommunications
Enterprise
(10,001+ employees)
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"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 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.

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Diogo Thawan
Enterprise
(5001-10,000 employees)
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"Incident and problem management application"

What do you like best?

It is a tool that manages the incidents and problems within the ITIL concept. It is possible to consult GMUD's; PKE's, ars, request for repairs. Integrates almost all IT services

What do you dislike?

Tool presents recurring and serious problems in architecture and optimization. Constants log out of account, java and html errors, which makes the job slow.

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

We solve almost all of the company's demands for REMEDY. However, it should go through a total REWORK in the application architecture together with the development team

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Supervisor NOC Venezuela
Enterprise
(10,001+ employees)
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"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 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.

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Helpdesk
Mid-Market
(51-200 employees)
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"Incident Handling Tool"

What do you like best?

It is a very important tool in the company. All the demands are recorded through the software, it is possible since the opening of the mouse exchange, how to follow changes in the architecture and SLA monitoring.

What do you dislike?

There are many architectural problems. Many errors in java. Request that return constant errors. Which makes all the work slow.

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

Every incident of the company goes through the tool. It is essential for the management of t.i

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Sr. SAP BW/HANA Consultant
Information Technology and Services
Small-Business
(2-10 employees)
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"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 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.

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UT
Enterprise
(1001-5000 employees)
Validated Reviewer
Verified Current User
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"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 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.

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U
Enterprise
(10,001+ employees)
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"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 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.

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Senior Analyst
Financial Services
Enterprise
(10,001+ employees)
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"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 problems are you solving with the product? What benefits have you realized?

There are many business problems that can be solved

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Network Administrator Senior
Industrial Automation
Enterprise
(1001-5000 employees)
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"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 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.

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U
Mid-Market
(51-200 employees)
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"BMC Remedy software Review"

What do you like best?

The thing that I like best about BMC Remedy software is that the main window is organized nicely. It is easy to sort by user or time last opened which can come in handy when you are dealing with a lot of requests or incidents. It also gives you the option to set a refresh interval which will automatically refresh the system and it will then not log you out.

What do you dislike?

BMC Remedy software is slow and it is difficult to send emails to the customer through the software itself.

Recommendations to others considering the product:

When considering remedy, understand that it is good for a starting software, however, it is missing some key tools that are needed in a more wide-spread information technology group.

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

BMC Remedy software helped solve the workspace problem in the information technology field at a university help desk, reports were sent in by students and staff and faculty and then reviewed, troubleshooted, and resolved by our IT employees.

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Financial Analyst
Wholesale
Mid-Market
(201-500 employees)
Validated Reviewer
Verified Current User
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"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 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.

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UI
Enterprise
(10,001+ employees)
Validated Reviewer
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"Reasonably good tool for Incident/ Problem and Change Management"

What do you like best?

* Unified systems to manage Incidents, Problems, Change requests, Technical requests

* Ability to generate reports is in-built in the tool. Provides visibility in tracking tickets.

* Helps integrate Incidents and problems with Changes to be implemented

* Integration with other systems like Crystal Reports, etc is useful.

* Adheres to most of the ITIL principles which is good

* Implementation time are shorter as compared to other products.

What do you dislike?

* It takes longer to truely understand the usage of tool. Lot of training is required.

* Tool is not intuitive/ easy to use for beginners.

* CRQ creation is a cumbersome task. Editing CRQ already submitted is very time consuming affair. Errors shown are difficult to comprehend. Identifying and correcting mistakes is not easy.

* Customizing application is difficult at times

*

*

Recommendations to others considering the product:

Without proper user training, adaption of this tool could be difficult. Follow a structure process while creating/ submitting requests via this tool as mistakes are not easy to rectify.

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

Issues associated with below are primarily resolved using BMC Remedy ITSM tool

* Service Request Management

* Change Management

* Incident/ Problem Management

Benefits:

* Effective Segregation of Incidents, Problems, Service Requests and Change requests for better management

* Provides visibility in to tracking and closing requests.

* Helps define and capture SLAs for each type of request.

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UI
Enterprise
(10,001+ employees)
Validated Reviewer
Verified Current User
Review Source
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"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 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 Features

  • Change Management
  • Asset Management
  • Reports & Analytics
  • Ticket Prioritization
  • Ticket Notifications
  • Knowledge Base

BMC Remedy User Ratings

7.1
Ease of Use
Average: 8.3*
7.3
Quality of Support
Average: 8.5*
6.9
Ease of Setup
Average: 7.8*
* Service Desk Category
Do you work for BMC Remedy?