We compared BMC Remedy and ServiceNow across several parameters based on our users' reviews. After reading the collected data, you can find our conclusion below:
Comparison Results: BMC Remedy is commended for its user-friendly interface, valuable features, and impressive dashboards and reports. However, it could benefit from more intuitive dashboards and improved system stability. On the other hand, ServiceNow is highly efficient in workflow management, offers scalability, and provides customization options. Nevertheless, it could enhance the implementation of features and improve its user interface. Both products are considered expensive in terms of pricing and licensing, but ServiceNow is viewed as more reasonable for large organizations. Customer service and support for both products have received mixed feedback, with some finding it helpful and others suggesting room for improvement.
"It has a good peer sharing module."
"The most valuable feature of the solution includes all of its components since they act as the authentication system of the product."
"The incident management console is available out of the box."
"The solution offers some very good features."
"The solution is extremely user-friendly."
"There are a lot of features a customer can use. It’s an existing concept of asset management. One feature is the ability to create tickets for various computer systems, VPN defenses, sites, regions, or customers."
"We can create our own profile in BMC Remedy, track how many tickets we've closed on a daily basis, monitor how many SLAs we've escalated, and see how many tickets we've received daily."
"The service management features are beneficial – very good."
"You can scale the solution."
"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
"Very good incident management, chain management and problem management features."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"Straightforward tool."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"The pricing of the product is quite good. It's not too expensive."
"I like that it's always up and running."
"The UI is quite outdated."
"The desktop technicians face some challenges with the solution."
"Could be more user friendly for admins to manage."
"One area that requires improvement is the prevention of duplicates or data inconsistencies in the system."
"The initial setup of BMC Remedy Asset Management was complex."
"The solution must be flexible."
"The product's scalability is one area with certain shortcomings that need to be considered for improvement."
"Continuous improvement is recommended."
"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"The pricing of the solution could be better. It's a bit high."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
"The Express edition does not allow the option for scripting."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
"It's too complicated and there are too many options."
BMC Remedy is ranked 5th in IT Asset Management with 23 reviews while ServiceNow is ranked 1st in IT Asset Management with 212 reviews. BMC Remedy is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of BMC Remedy writes "Offers automation, orchestration, service level management but lacks AI-based rules ". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". BMC Remedy is most compared with BMC Helix Discovery, Snow License Manager, Qualys VMDR, ManageEngine IT Asset Management and BMC Track-It!, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and PagerDuty Operations Cloud. See our BMC Remedy vs. ServiceNow report.
See our list of best IT Asset Management vendors.
We monitor all IT Asset Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
www.quora.com
The article linked above helps people select a help desk software based on the parameters suggested.
You can also try Happyfox, an online centralized ticket management software hosted on the cloud. It has light and clear pricing and leanest learning curve. Please check the set-up steps here. www.happyfox.com
Hult Internation Business school is currently using our help desk software. www.happyfox.com
Happyfox does provide special discounts for education institutions and please contact me for more information.
Hi Lawrence, I think you are opensource guy, so you may check it out
OTRS is an Open source Ticket Request System with many features to manage customer telephone calls and e-mails. It is distributed under the GNU AFFERO General Public License (AGPL) and tested on Linux, Solaris, AIX, Windows, FreeBSD, OpenBSD and Mac OS 10.x. Do you receive many e-mails and want to answer them with a team of agents? You're going to love OTRS!
github.com and try below release
www.otrs.com
1. Which software are you using and how do you find the software? Service Now, very useful. Is it easy to use and customizable? Yes. If so, how can we customize it? Forms, fields are easy to setup; business rules – java scripts, api.
2. What software did you use before the one you are currently using and did it offer a way to import existing tickets from your old system to your current one? CA and BMC. We did not import old tickets into the current systems. We imported assets. Change, Incidents, Request start from fresh. Old data was exported and kept as retention.
3. What about/How does licensing costs/work? Only IT roles are payable. As educational institutions face financial pressures, what are the costs and flexible options for payment? Cloud based subscription – based on usage.
4. Is your software on-premise and cloud/hosted/SaAS models? SAAS
5. Are you using any other of their modules/product offerings? If so, which ones? Catalog, Service Desk – incidents, problem, request, Change, Asset, CMDB, Discovery, KB, SDLC
6. What is it about the software that you like? Easy to use What is it that you dislike? Ease of version upgrades are managed but require testing for many hotfixes, some issues are moved to enhancement request within the platform and needs to move to the next version for resolution. Reporting is not as good for trending etc. However, OOB reports can be easily created with existing views. More scripting solutions should be made available to provide greater functionality.
7. What is it that you like about their company and support? Have timezone support with ease of ticket creation. What is it that you dislike? Some problems moved as next release enhancements; manual creation of MIBS / updates for discovery creation of correct models. No able to detect stack switches out of the box
8. Does your software have asset management (desktop, mobile, app and network), a solutions wiki? a help/chat ticketing system? etc. ITAM yes but has not moved onto SAM. Mobile not captured; workstations, servers, applications, business services, network are captured. Service Now discovery is very good as it is agentless but still need to be tweak to ensure proper creation especially on newer equipment and stack switches.
9. Has anybody used Cherwell? ServiceNow? FrontRange? BMC Track-IT? Service Now
Hi Lawrence. I work at Agiloft, and we use our own Service Desk solution. We have several customers successfully using Agiloft for higher education IT service management, including Texas A&M and Cal Poly.
Agiloft is completely customizable with no coding required - all customization is done using an easy drag-and-drop GUI. It's available as both an on-premise solution and SaaS, and includes modules for Asset Management, Customer Support, Integrated Chat, and more, with no additional per-module cost.
You can learn more at www.agiloft.com, or google "Agiloft reviews" to find plenty of thorough, 5-star reviews of our product, including several from our higher education customers. Hope this helps! Good luck!