Working with Remedy, as user and as consultant
April 18, 2016

Working with Remedy, as user and as consultant

Pedro Cardoso | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Remedy IT Service Management Suite

Remedy ITSM Suite helps us with control. It has out-of-the-box functionalities and processes to aligns us with best practices for incidents, problems and change management. It also allows you to create new workflows, and new applications to match your organization’s procedures and needs.

We use BMC Remedy IT Service Management Suite in two major ways:

  • Support our final customer with Remedy
  • Internal requests between departments: 1.Our customers enter an online request management page where they select the request type, and the request goes to the defined support group where they review and answer our customer needs. They document this in the same Remedy system to notify the customer. 2. When someone needs helps with computers and systems they open a request.
  • ITIL alligned process
  • Web based
  • Easy to install, easy to confiugre
  • High computer resources needed, specially RAM
  • Not easy to customize. A simple configuration method to enable a few of new fields would be great.
  • There are always bugs, should test a little lot more.
  • With enabling self-service the attention to customer is faster, really 2/7.
  • Zero effort to comply with ITIL.
  • The solution is module-based so you can start for anyone as needed.
Remedy has the option to create new applications, new forms, and fields easily. The other products very often need an expert. With Remedy you can take some online courses and learn by your self.
A mid size to enterprise sized company should use it. For a smaller business just you think to grow to enterprise and in that case Remedy can grow up with you.

BMC Helix ITSM (Remedy) Feature Ratings

Organize and prioritize service tickets
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Change requests repository
Change calendar
Service-level management