We use the solution for trouble ticketing. We also use it for our internal services and for our customers, especially business customers.
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We use the solution for trouble ticketing. We also use it for our internal services and for our customers, especially business customers.
The best practice processes built into the product are valuable. The incident management console is available out of the box.
The solution must be flexible. Compared to Jira, it's much more complex to customize BMC Remedy’s workflow and the steps to resolve issues. The biggest issue is not with the product itself. It is more with the culture and people who do not want to use the best practices. People often want to customize the tool according to the existing workflows and processes.
I have been using the solution for 14 years.
I rate the stability a six out of ten. To resolve some stability issues, we were asked to upgrade the solution. Since we have a complex installation and customization, upgrading was impossible.
We have approximately 500 users. We had some issues, but not too much. I rate the scalability seven or eight out of ten.
We were using a custom-made internal solution. We had a lack of development people, so we decided to go with the best solution. In 2007, BMC Remedy was the best product.
The initial setup is very complex. I rate the ease of setup a two out of ten. We had to customize the installation a lot to get approval from our internal users. The deployment took two and a half years. Around 50 people were involved in the deployment.
I rate the pricing a nine out of ten. The tool is expensive.
We also use Jira for IT services.
We've done very basic integration, synchronizing a large amount of data from other systems into the Remedy Atrium database. We run the processes on top of it. We're not leveraging the online integration capabilities as much as I would like to. We didn't have an automation tool before BMC Remedy. Overall, I rate the product a seven out of ten.
My company tries to get information from the client network to populate CMDB more effectively with ServiceNow Discovery. ServiceNow Discovery is a much more reliable software or process that helps our company get more information about our network components.
ServiceNow has a very effective product offering named Discovery, which is a fairly easy-to-use and impactful tool. In our company, we don't find any hurdles when it comes to ServiceNow Discovery. ServiceNow Discovery is easy to implement, and its scalability features are quite easy to use. ServiceNow Discovery can scan networks very quickly and populate the CMDB very well without much programming requirements or effort. The tool is completely a low-code tool. All the other exercises that our company needs to do for an effective scan are quite easy with the solution. It is quite easy to understand ServiceNow Discovery.
On the patent side, my company faced some issues with ServiceNow Discovery. In the subsequent releases of the product, ServiceNow promptly addressed the patent-related issues in the tool.
More utilization of AI in ServiceNow Discovery can really help our company. Though it may be a very high-level area, I feel AI's functionalities can be leveraged effectively for ServiceNow Discovery. Instead of AI, even GenAI should be introduced in ServiceNow Discovery.
I have been using ServiceNow Discovery for six years.
The product provides great scalability features. When our company started with ServiceNow Discovery, I saw that from the client network, we issued a lot of payloads, and such a payload can be easily accommodated in ServiceNow. ServiceNow's ability to easily manage the big payloads we receive from the client network is a super feature or super offering from the solution that helps our company.
Three or four years back when I needed some support from ServiceNow's support team, I found them to be quite knowledgeable and wonderful since they really helped us and addressed our issues promptly. ServiceNow's support team is the best.
I rate the technical support a nine out of ten.
Positive
The solution is deployed on the cloud. The tool has very little scope if deployed on an on-premises model. Some companies have deployed the tool on an on-premises model, but our company works on the cloud-based version of the product.
The product can be deployed automatically on this cloud, so the whole process takes just a fraction of a second to complete.
Though I am not much involved in the pricing part, I know that it is a bit costly. As per a general discussion I had with the stakeholders, I figured out that it is a costly tool. There is a need to make additional payments apart from the licensing fees for better support services from ServiceNow.
I did not consider any other solutions in the market since my company heavily depends on ServiceNow. Even my company's clients have completely stretched the use of ServiceNow in all their processes, so my organization has to obviously go with ServiceNow Discovery for now.
In terms of the tool's integration within our company's IT environment, we often need to integrate with third parties to get clearer information about the CIs precisely. My company has integrated Microsoft Intune and other cloud networks into ServiceNow Discovery, and it really helped our company get relevant information about our CIs.
The tool definitely helps our company with asset management and compliance since it provides a deeper insight into the asset management part. Asset management covers not only hardware but also software assets. ServiceNow Discovery is really helpful in gaining more insight into software asset management as well as hardware assets. ServiceNow Discovery is quite helpful to address our company's IT asset management overall.
To make IT infrastructure management easier, ServiceNow Discovery offers scheduled management. Presently, you can automate the complete IT infrastructure management process in ServiceNow Discovery without the need for much human intervention, but you need to define your IP ranges so that the tool can scan the whole network and give a result. On top of the aforementioned functionalities, the tool's effective log management provided by ServiceNow really helps our company if we get stuck somewhere.
I recommend the product to others since it is a powerful tool and a solution that can be considered as the starting point of the other processes, especially if you want to implement software and hardware asset management effectively. For event management and service mapping, ServiceNow Discovery should be implemented initially.
I rate the tool a nine out of ten.
