My team used Remedy IT Service Management during project and deployment planning for a very large payroll centralization project. Because we were facilitating a large enterprise deployment with multiple phases/waves (subject matter expertise did not exist in the legacy systems), my team drove the majority of the post-live support model design elements, as well as overseeing the change management activities as we planned to bring not only the customer live on the new product, but had to prepare the Help Desk to support the new systems and understand the diagnostic process for support inquires. Review collected by and hosted on G2.com.

I noticed during a post-live volume spike that there seemed to be problems or process gaps linking enterprise tickets to the parent ticket (example: the team learned of a global configuration setting problem in the payroll system we were supporting, and after receiving the first set of calls, we continued to get inundated with new calls for the same global issue. The help desk staff seemed to have difficulty linking all calls to the parent issue, and this seemed to be an ongoing continuous education issue, because the steps were not always clear and/or intuitive in the tool directly. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

From the time Remedy moved to cloud its one of the best ITSM tool ever, from fetching the reports to the Incident and Change from everything is perfect and as per the need. Review collected by and hosted on G2.com.

The reporting part could be better which I like in ServiceNow. Otherwise everything is good. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

BMC Remedy software is slow and it is difficult to send emails to the customer through the software itself. Review collected by and hosted on G2.com.

We have used Remedy as a bug tracking tool both internally within our company and also from clients. Helps us to read the clients notes for better understanding of failed examples and also gives us a flexibility to let clients see internal notes or not. Review collected by and hosted on G2.com.

Charts on the home page would take lot of time to load, performance is slow when it comes to displaying the dashboard on home page. Doesn't integrate within HP ALM, since Remedy is legacy application that we have used for long time we didn't use HP ALM for defect tracking which gave us hard time to switch back between HP ALM and Remedy for creating new defects while executing test cases. Review collected by and hosted on G2.com.

- Configured out of the box for common service desk scenarios.

- ITIL standard complaint

- Robust and reliable

- Compatible across all web browsers Review collected by and hosted on G2.com.

- Administration could be difficult due to a legacy indexing system

- Technical Support from BMC needs improvement. Review collected by and hosted on G2.com.

Really easy way to track and submit tickets for a large org. Review collected by and hosted on G2.com.

User interface is outdated and often confusimg Review collected by and hosted on G2.com.

* 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. Review collected by and hosted on G2.com.

* 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

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* Review collected by and hosted on G2.com.

Customization through shell scripting works great. This opens doors for automation. The regular update emails of the tickets is a big plus point. Review collected by and hosted on G2.com.

Slow and complex UI makes it difficult to use. The complexity makes it overwhelming at the start. Review collected by and hosted on G2.com.