As with any CM product, you'll need to do a large amount of customization with Remedy's system before it's ready for your organization. You must configure your locations, categorizations and users (requestors, approvers, task implementers, managers), and how they interrelate. Fortunately, Remedy's admin interface, all Web-based, is well-constructed and easy to manipulate, with step-by-step windows for ease of entry.
Remedy uses change categories to organize requests for routing, setting urgency, alerting and tracking requests through completion. You can submit new service requests through a simple Web-based user interface. As with CA's product, each requester can view the current request status, who the request has been assigned to, and any applicable notes.
Remedy Change Management ships with a long list of handy predefined reports, ranging from complex change reports to risk/analysis reports to total cost of ownership (TCO) reports, with no add-ons needed.
In general, Remedy Change Management is a polished and market-ready application. It puts a big hit on the wallet, but an enterprise needing the extra functionality and ease of use that this product can bring will be pleased with the investment. On the other hand, though the product would prove equally useful to smaller organizations, it's unlikely many could justify the cost.
Remedy Change Management, starts at $40,000 for three user licenses. BMC Software, (800) 841-2031, (713) 918-8800. www.bmc.com
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