I have worked on Remedy ITSM and found it robust and secure which can offer huge benefits to organisation investing in this solution either for their own use internally or when serving other clients. The suite is bundled with Incident Management, Change Management, Release Management, Problem Management, Knowledge Management, Asset Management et where you can take control of all your infrastructure. The tool offers onsite and remote access so you could basically access it from any where with the advantage of access via smart devices. A total solution which is highly recommended, easy to learn and configure.

Being a BMC product this module is closely tied to the rest of the BMC offerings (ITSM etc) It allows for simple creation of KB entries and allows you easy tracking of solutions to known issues etc.

The State of Minnesota has owned the product for 3+ years. One of the agencies implemented 3 years ago. My agency was onboarded this year. We used BMC consulting. The consultants were very knowledgeable. The implementation of the change and asset management pieces went very smoothly. The implementation of the incident piece has been more difficult, mostly because we are not using SRMs. We could have planned better to make the transition go more smoothly, but overall, I am happy with how Remedy is working. One of my biggest pain points is that the system is in the cloud, so we are not able to make changes that we need.

Remedy features a solid set of ITSM functions. One can use straight out of the box or customize to meet the most demanding requirements. It is easy to get loss in all the possibilities of the product. We are now showing how IT provides value to the business. I have enjoyed the support from BMC in developing a robust ITSM solution. They have able to revolve various challenges we have encountered. The one area that has been a challenge is integrating Remedy AR into RemedyForce. The tools have not been perfect as would be expected. They are resolved eventually but would expect better coordination between the two products.

I have been using BMC ITSM apps for last 6 years in few companies and my general experience is very good. Starting with user interface and end user experience, then with admin and developer environments but with customization tasks as well, I can compare those ITSM application with many others I have tried to work with. BMC ITSM covers all needed ITIL processes and offers lot of functionalities. Also, BMC ITSM software is always involved in business processes improvement but also improves it's tools for admins, developers and end users. I would definitely like to continue to use BMC ITSM software and recommend it to other companies.