At the organization I work for, BMC Remedy is primarily used by the Division of Information Technology. The main usage scenario is incident management, work orders, and change requests. Remedy facilitates the flow of approvals through the organization hierarchy. Remedy integrates the change management calendar and workforce load. KPI (key performance indicators) are easily exported from the Remedy system.
The system includes a notification system to issue email and SMS alerts based on the level of criticality. We integrated Remedy with other IT monitoring system, where alerts are translated to work orders and assigned to the specific team.