I am using this tool from last 7 years and happy with this ticketing tool.

Used this in the Air Force and as a Civilian and the program has been the best at tracking tickets and assets by far.

This product is great if u want to log your tickets in

PROS: - big community of users, - generally lots of best practices are incorporated into the tool, - listed as ITIL compliant (but see below coment...), - offers lots of ITIL processes, - well-connected OOTB with CMDB, BPPM, ADDM, other BMC tools, - mostly well accepted among users (if we ignore product defects). CONS: - very difficult to understand process steps in Remedy and SMPM and relate them to ITIL process steps. SMPM, Remedy and ITIL have 3 different versions of the process, with not obvious relationship between them. None of the consultants knew the answer to this... - the tool has lots of issues, some of them are very serious (e.g. server hangs and crashes every 2-3 days, some of our users cannot log onto SRM console, ...) - support by BMC is generally poor. Very difficult to get people who understand what the problem is and even more difficult to find the ones able to resolve it. Unsatified almost 100%. - Remedy is generally very slow for people doing lots of updates in the tool. I have seen 2 different installations and both have slow response times - some easy things are actually a science in Remedy. E.g. how to add a column to Overview or Incident Console. - old and clumsy interface, looks like it was built at the beginning of internet - unpredictable system, sometimes works nice for days, and then it just starts behaving strangly (flush-cash becomes a regular thing to do, both server-side and client-side) - there is practically no support nor consultants in our area, which makes us dependent on near-shore consultants, which is not practical - upgrade is a nightmare, even with small amount of customizations that we had. It took us 2 months to perform it, and we still haven't resolved all the issues occured during upgrade OVERALL IMPRESSION: - good tool, but that volume of bugs leaves a really bad taste in the mouth...

This software allows you to log tickets and assign to groups.