The solution has not improved functions within our organization. We are not sure if it's the tool itself or the middleman provider, but we are changing to ManageEngine regardless. 

This solution provides complete incident management to our organization which has improved the organization. We have different projects and different models for handling incidents and resolving the client's issues. The solution has helped to manage all the tracking and has enabled us to manage. Additionally, it has helped us with cybersecurity incidents, it's very helpful to visualize and track the exact moment of a particular incident, which is crucial.

We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing.

As a platform it provides a way to rapidly develop and deploy a number of small, but important applications. One example of this is how call center quality is evaluated and measured - we use Remedy to track, grade, and ultimately development improvements to the processes, ultimately benefiting the customer.

The use of templates, both Incident and Change templates, has allowed for a more consistent approach to processing these types of tickets. Developing a standardised approach to these has also improved the associated reporting for post-Incident and post-Change reviews. Another important improvement has been with the implementation of the Service Request Module which has improved the end-user experience and is helping move towards a more "Self-Help" environment.

This product aided in the management of hardware, software, resources, and implementation schedules. Additionally, it opened the communication barriers for resources and management to communicate one on one or in a group tracking and utilizing the facts

It replaced an older system, called ManageNow. It had no major impact on the way we operated. We more or less continued, we had a well-performing organization, so it really didn't change much. Everything we had in ManageNow, we had in BMC Remedy, including basic incident management, event management, based on monitors spread around our environment.

This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets.

We can easily check the progress of these tickets and follow up with the respective teams.

It provides us the facility to maintain a KEDB (Knowledge database), which is indeed very beneficial for day to day activities.

It can easily add notes to every ticket with the status update.

For us, this tool is essential for ticketing purposes.

Using Service Request Management creates a Change Request and then sends, via a web service, a request to start a job on VMware to automatically create a server. When the job is finished and server is created it send back the name of the server back to remedy and automatically creates the CI in CMDB and create relationships. In this way we created an automatically way of requesting a server.

I have implemented and worked on this product at many customer sites. The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly.

We have been able to provide several fairly complex and deeply integrated fully customized applications within the different systems throughout the company in an extremely quick delivery time which is impossible with other products.

I have implemented this product at many customer sites and have been able to do so with an extremely quick turnaround. The development and customization timelines on the calendar were insignificant compared to the time needed to collect business requirement which is usually the constant and tool agnostic. No matter what solution you pick, understanding business requirements is a constant.

BMC Remedy ITSM has been used both by the customers that I served as well as the software services companies that I actually worked for while serving those customers. In each case that I have seen so far, BMC Remedy has typically been implemented to transform multiple older ticketing systems into a centralised single IT ticketing system. In the case of telecom vendors, largely it is doing the job of network (operations support systems) ticketing and is integrated with variety of non-BMC applications. In each case, it has helped customers transform their applications stack and bring in a uniform, standardised process when compared to the past. This results in savings and streamlining of both people and processes.

It’s a perfect tool to track any kind of event or service. Developing workflow within this application is quick (again with the right resources) and for the most part I have experienced trouble free runs with this product in live environments.

CMDB & Asset management is very helpful in locating an asset. Also, the CI viewer helps in good impact analysis for a CR. Bmc SIM gives a good model too.

Provides a clean front-end for our users to log requests and has rich ITSM functionality.

We were using outdated applications and spreadsheets. Now, with service requests, we have been able to give visibility to the business users.

It enhances the implementation of process between teams in a central way, and if that is not possible it makes the integration with other applications easily.

ETL tools have helped automating the foundation data, CI and SLM data load process significantly reducing daily manual task.

SRM helped fast track On-boarding of Employees and fulfilment of user request.
BMC Remedy on-demand framework is highly scalable to support on boarding of more than 400 Customers at a time.

BMC Remedy applications like IM, PM, CM, AM are extremely robust and are fundamental to provide support for IT infrastructure.

It tracks all trouble tickets and provides a ticket history. Problems can be researched and solutions applied based on past tickets. It lets the organization know how well the Tier 1, Tier 2, and Tier 3 folks are doing.

The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline allowing us to get a better picture of what is going happening on a daily basis and monitor trends correctly.

ARS has helped to automate various business needs to our client. Remedy is used to track our client's asset inventory which has improved the organizational functions a lot.

It helped us to implement ITIL and MSTOP.

In BMC Remedy, their foundation data is well organized. A customer will raise a request through the self-service tool (BMC SRM), and the ticket will go to the help desk through automatic routing. The help desk will check the incident and assign it to the right support team. Once the ticket is assigned, the SLA will start. The support team should then work as per the SLA defined for the particular request. A ticket can be raised though email, or events depending on the integration with other monitoring tools.

Assets in the organization can be managed in the CMDB and Asset Management application. Any activity to be scheduled in the organization, such as weekly maintenance activity or change requests, can be raised at the same time and the scheduled time can be defined.

For recurring Incidents, a problem ticket can be raised and the root cause of the problem can be found. For resolving any incident, a knowledge base article can be created which will contain the solution of of the issue.

It has centralized all work orders and help desk ticket tracking. It enables our entire IT department (approximately 300 people) to "speak the same language" when referring to work loads and projects.

• Email Notification that are triggered as and when there is an update on assigned ticket, unassigned ticket, pending, and resolved.
• Multiple mailbox configurations helped people from different organizations to communicate/create incidents.

It has made some improvements. However, it also created more layers of bureaucracy. I like the segregation of duties. I like narrowing the focus of each module, and having independent teams working on specific tasks. What I do not care about is having "Module Owners", which serve as a lead on the module instead of having a Remedy administrator/developer.  

Now that Smart IT is rolled out to HR, and more service requests are being developed, we are getting to the point of automation and self-service. The idea is reduce the number of tickets related to day-to-day operations, so we can focus on planning.  

Our organization already had another solution, therefore there were no issues accepting such a solution. However, the ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier.

This product helps us to better serve our customers, enabling them anyplace for making requests or updating tickets.

It holds us accountable for IT services, leading to a reduction in IT service outages.

It's also given us a tight and streamlined management of services and reduction in resource utilization.

Our Change Management and Incident Management processes have been greatly improved by using Remedy. It has allowed us to standardize and streamline both processes immensely.

It made the organization better. We have been able to improve our SLAs because previously no one was assigned to a job and we could ignore it.

It has improved our issue resolution and change management process.

Product consultants who assist and maintain the product for customers.

Improved IT service desk and change management functions within the organization.

• A lot more alignment with ITIL
• Better customer experience
• Better reporting abilities
• Less failed changes

Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision-makers.

Since 8.1 is compatible with the ADDM discovery tool, we automated discovery and mapping of assets (CIs) and their relationships migration to the CMDB. We also used them for building services for the operational dashboard.

My current organization does not use Remedy, but my last company moved their knowledge base to Remedy and it was simple to navigate and search for articles.

This product allows us to efficiently track all outstanding tickets. Enabling the submitter to update the diaries, reopen tickets, expedite and reroute for faster processing.

Email option was available in the newer version that helped with track and trace. Most of the time it helped a lot during contract renewals.