PRO: ITSM is an easy application to work with as long as training is provided beforehand to the customers. CON:Too many End Users are not using the full capability of the product as they are not taught the finer pieces of using the tool to help in their daily business. PRO: The product provides a lot of detailed connections to information that is helpful in performing one's responsibilities, making business decisions with correct information, running valid reports, and keeping an eye out for the customer based on the backend capabilities. PRO/CON: The applications are constantly changing based on the cosmetic capabilities and functionality provided; however, the past couple of updates has not been a major change to the End User's way of performing their work, which has been very helpful. Moving from one version to another makes it difficult for customers to jump on the bandwagon of changes as they took 12 to 18 months to get to the next to the highest version possible. So to move to the latest version is not a very smooth transition and results in insignificant down time for the customer. But the products are great to work with and provides all the necessary options available for the companies to be successful. CON: The challenge is getting the End Users to use the tool correctly and to use it based in its fullest capabilities.

Overall Interface. Wild Card searches for key items. Approval flow for Change Request. Task effort tracker.

That enterprise level ITSM software. Who are looking to implement ITIL practices, This will will help you do so, With module like asset, incident, management etc..Will give you confidence across the business vertical.

BMCs Remedy platform has long been a core in service desks everywhere. "Platform" is the proper term, not "application". Most people hear Remedy and think 'help desk tickets'. While this is certainly the heritage and one of the strongest things Remedy does, it barely scratches the surface. Remedy ITSM provides an out of the box ITIL based solution ready to run by any organization that needs or wants to employ full lifecycle management for services. It is not just 'tickets' any more. Everything from baseline (Change) management, Problem Management, Release Management, to full Asset Management can be done in the ITSM suite out of the box. Just fill in the basics of your organization and you are good to go (this isn't a small task mind you, thinking out how to layout the organization in the beginning will leverage even more from the platform in the long run - a smart plan would be 3 months at least). Add to it BMC discovery (ADDM) and you have live asset data to feed Incidents, Change, and Assets. As your organization matures, customization to do just about anything you can think of in a 'ticket' fashion is possible. Recent updates in the core of the platform have made preservation of customization much easier - something that had been very difficult in the past. So whether you need ITIL from the start or have custom ideas to develop, the Remedy platform can handle it all.

automation of documentation and communication from my help desk. They have resolved with the new versions what complaints I had about scalability between multiple help desks and user groups, and the reporting required.