BMC Remedy is the backbone for process maturity and capability.
April 14, 2016
BMC Remedy is the backbone for process maturity and capability.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with BMC Remedy IT Service Management Suite
Our IT organization uses Remedy to manage our incidents, work requests and changes. In addition our business partners use Remedy Change Management and Work Orders to manage business processes. The processes and workflow in Remedy allow us to build repeatable IT and business processes but also provide us the tools and flexibility to modify and improve those processes over time.
- Rigid enforcement of processes rules and the ability to audit and report on them.
- Out of the box alignment with ITIL processes.
- Remedy is easy to customize to meet specific business needs.
- It is much better today, but I still think there is room to improve the upgrade and installation--it just seems to take forever.
- I'd like to see BMC provide more real world configuration out of the box. It is a little overwhelming to someone who is new to the system to have to configure it from scratch.
- BMC ITSM has allowed us to focus on improving our incident resolution process and reduce our incident backlog significantly.
- The Change Management application makes it possible for our business users to actively manage business related changes while providing the deep auditing capability we need.
BMC ITSM is the most mature and proven IT service management tool available. Recent advances in the product's architecture and features make it a clear choice for a rapidly changing IT and business environment. The support and relationship resources that BMC provides give confidence that the Remedy product will continue to be the leader in the IT service management space. A lot of products can provide for process standardization but few of them can do that like Remedy and also offer the flexibility to customize and integrate with existing tools.