Using Remedy ITSM gave us the flexibility to use some out of the box features to launch quickly while combining an intuitive platform to develop our custom needs. Having the rest of the BMC suite available for easy integration was helpful as well.

The Remedy ITSM Suite has enabled our organization to accomplish a lot in the Incident, Service Request, and Change spaces. The tool is incredibly flexible which allows us to meet our particular business needs. On the downside, a lot of times it feels like there are a lot of different tools involved but little in the way of instruction on proper use. The new Smart IT interface has done a lot to fix that issue, but it has the trade-off of reducing flexibility to adapt our own business processes.

Easy to capture asset information and helpful at audit timing. Easy to split site, department, user wise

With 20 years of ITSM implementation experience over a variety of tools including IBM, HP, BMC, AXIOS, and Service Now I can say that this tool has above average leadership in terms of implementation. Key qualities are; 1. simplicity of OOB installs 2. completeness of ITIL processes and functions 3. flexibility of configuration without coding. 4. excellent user interfaces Potential pitfalls of the solution are that you can easily get into coding, create a customized system and damage your upgrade path. At all costs, you do not want to code customizations.

For the first time BMC Remedy has a proven track record and a cutting edge "Head Turner" software. The design has been rethought and had a complete face lift. Typically you don't see a software suite of this magnitude make this many changes and improvements in one version. Like: The long awaited Smart Reporting which provides extensive reporting capabilities into your environment. A interface that used to resemble Filemaker pro now looks like Facebook providing intuitive user interaction. The only thing I see development wise still remaining is for SmartIT to support all customizations and workflows.