ServiceNow and BMC Helix Discovery compete in the IT service management (ITSM) space. ServiceNow seems to have the upper hand with its extensive configurability, whereas BMC Helix Discovery is notable for infrastructure visibility and service mapping.
Features: ServiceNow provides extensive configurability and flexibility for customization, integration capabilities, and pre-built ITIL processes. BMC Helix Discovery offers automated service mapping, comprehensive infrastructure visibility, and excellent data center discovery.
Room for Improvement: ServiceNow's customization can lead to complexity and higher costs, along with concerns about user-friendliness and a complex licensing model. BMC Helix Discovery needs improvements in user-friendliness during customizations, especially in its client-side discovery capabilities.
Ease of Deployment and Customer Service: ServiceNow supports Public, Private, and Hybrid Cloud deployments, with fair customer service and mixed technical support experiences. BMC Helix Discovery offers deployment flexibility with On-premises and Hybrid Cloud but has room for improvement in customer service and technical support.
Pricing and ROI: ServiceNow is expensive, especially for smaller organizations, though it often delivers a positive ROI through improved efficiencies. BMC Helix Discovery is more cost-effective, with users acknowledging its fair pricing despite varying opinions on its license costs.
BMC Helix Discovery has delivered a very good return, and we cannot stop using it at this moment.
They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.
The return on investment is good when implementing for ourselves and for other clients.
Manually, there are huge numbers that come up because these integrated tools help organizations make the right decisions with all the information in one place, while manual methods lack visibility.
When opening a severity one ticket, they respond within four to six hours, which is commendable.
The response has been satisfactory, though improvements could be made in response time and overall competence.
The support is exemplary and deserves a perfect rating.
Obtaining support for maintenance is the current challenge because they don't have a presence in the local market.
I have contacted them four to five times over the past two years, and they have been quite helpful.
There are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.
It is capable of vertical scaling with no issues.
I rate the scalability of ServiceNow as an eight on a scale of one to ten.
In the past four to six years, I cannot recall encountering any bugs.
It is cloud-based, so it is highly scalable and performs well.
I haven't faced any issues with stability; I've rarely seen any downtime.
ServiceNow is stable enough.
I would like to see a lower price and better technical support.
It uses a Berkeley database, and the query language is not easy to master for performing complex queries.
It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.
There is a need for bug or error tracking in ServiceNow.
Their customer support could make it a great solution, not just product support but also their relationship with partners and training initiatives in different regions.
The price is about twelve per license per year, and the support is included.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow does come with a price.
ServiceNow is expensive for all regions.
This is very useful for compliance as it helps in audits by providing a comprehensive view of all assets and software.
The best aspect of BMC Helix Discovery is its flexibility. You can perform scanning at any time, and it provides substantial data for extraction.
What we're looking for and trying to move towards is autonomous operations so that AI is implemented to suggest resolutions and to quickly identify faults or repeated patterns with no human intervention.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status.
BMC Discovery, formerly ADDM, is a digital enterprise management solution that automates asset discovery and application dependency mapping to build a holistic view of all your data center assets and the relationships between them.
ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.
ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.
ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.
“The Smarter Way to Workflow”
ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.
ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.
ServiceNow offers service management software for industries including:
Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications
Reviews from Real Users
PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”
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