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I've used Remedy in a large enterprise a few years ago and found it cumbersome with promised features that didn't work or weren't used. A lot of effort was spent for possibly little return. Our old in-house system at the time would have done the job easily if the same resources were used to upgrade it.

Now I'm in a SME with 200 users and Spiceworks does everything I need easily, cheaply and efficiently.

Remember IT needs to support the users and shouldn't need to spend too much time or dollars supporting its support tools.