ITSM Senior Consultant
March 16, 2018
ITSM Senior Consultant
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with BMC Remedy IT Service Management Suite
The ITSM Suite was implemented to cover incident, problem and change process aligned to ITIL best practices. The Service Request Management solution was implemented also, to cover many of the requests manage across the entire organization.
- Applications aligned to ITIL best practices with many of the most common needs covered out of the box.
- Integration between applications (Incident, problem and change management) makes it really easy create the relationships between these entities.
- Using the Action Requests (AR) system the application is highly customizable , assuming an appropriate level of knowledge of developing applications using AR System.
- In Remedy you can do many things but you need to built them first. Many of the Integrations depend on external components and the architecture used to implement the solution.
- The cloud-based solution should be improved to work in the same way as the on-premise solution.
- To accomplish minor changes on the appearance of the forms you need a lot of training.
- The time required to implement the on-premise solution is too high and reduces ROI.
- Once you implemented the system, if you have the knowledge internally in your company, you can expand to other internal needs using the AR System as workflow engine to develop custom applications.
- You are assigned floating license that let the organization share license pools, thus reducing cost.
If you are unable to use a cloud solution, the BMC Remedy IT Service Management Suite is the best option on the market.