We can manage many type of service desk request into the same platform

Pro's are that it is completely customizable, we do this a lot, it implements ITIL which most companies would like to follow. Support for us has been really good from our BMC support vendor. Cons:- Usability is really bad and not modernized at all. We ran into a lot of Memory ceilings with it being a 32 bit system. Way too many clicks Version 8 that we are upgrading to did not improve screens much and SRM(Request Console) is a disaster with the amount of Clicks required to scroll through Categories(We have many). Really looking forward to trying MYIT and SMARTIT. I think the efforts for thew above have been applied in these 2 products as apposed to the actual Module screens which I understand. I hope they are as impressive as they look.

We are currently using 7.6.04 of ITSM. So, I will give my comments based on that version: Pros ITIL-based Not as many tabs as in previous versions Ease in getting between modules Ease of moving between statuses Making relationships is easy Cons Difficulty in getting to the categorizations No Task Console for the IT Home page Wish the screen was even more concise Should be easier to get to Tasks for an Incident or Change While I have listed some of the pros and cons on ITSM, my overall impression is that it is getting better. I look at what is coming with SmartIT and am really excited to see how my company will respond to the changes there. I am ready to see even more personas moved over to SmartIT so it would make it easier to make the switch over to that. Thanks to the BMC team for continually improving to make ITSM better within Remedy!

In large company like us, IT ticketing is a must. I like that I can create my own ticket to resolve my issue and I can view the history of tickets I have created.

Awesome