How is Remedy Working for You?

Duration: Mar 4, 2010 - Mar 13, 2010

Status: Archived

In Q3 of FY10, Dell IT replaced the old DAISY trouble ticket system with the new Remedy system. Remedy was designed to streamline how you report your IT-related issues when compared to the old DAISY process. Since launch in October, the new Remedy has processed 845,000 trouble tickets, with 240,000 submissions from self-service. As we get closer to the six-month anniversary of the launch, we’d like to hear what you think about the new tool. We’ve seen some of the feedback on EmployeeStorm and talked to some users who have comments or suggestions on how to improve the current service. But these discussions have been with a limited group of Dell team members and we’d like to hear from anyone who has used the Remedy tool. So here’s your chance to let us know what you like or don’t like, what you think would help make it easier to use, or any other thoughts you have about the system. We’ll keep this Storm Session open until next Friday (March 12). After that, we’ll look at all of your responses and determine a plan of action. We can’t promise we’ll act on all of them or even the most popular ones, but we will take a close look at every suggestion and determine what we can do to improve the Remedy tool. Please limit your suggestions and comments to the Remedy tool. We’ll be having more Storm Sessions over the coming year to get your take on other aspects of IT. Thanks for taking part in this Storm Session and we’re looking forward to seeing what you have to say!