BMC Helix Discovery vs ServiceNow comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between BMC Helix Discovery and ServiceNow based on real PeerSpot user reviews.

Find out in this report how the two IT Asset Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed BMC Helix Discovery vs. ServiceNow Report (Updated: November 2022).
656,474 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"I've used other discovery tools, but I found BMC Helix Discovery to be more UI-friendly, and that's the most valuable feature of the solution.""The most valuable feature is the automated service mapping.""A valuable feature concerns the ability to integrate with different solutions.""BMC provides great support. As managed service support, they are gold.""The data models are the most useful aspect of the solution.""The most valuable feature of BMC Helix Discovery is it operates well. It is well known and has gained recognition for its software."

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"There are many expansions available.""The solution has very good automation tools.""The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing.""It has more extensive features as compared to the other competitors.""I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense.""If you stick to the out-of-the-box solution, it's an easy setup.""We have found change management and CMDB to be very useful.""Will give us better control over asset management and technical debt once we can centralize all contract information."

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Cons
"It would be nice to see more updates to the solution.""The monitoring tools could be more stable.""The support from BMC Helix Discovery can improve, it takes a long time before we receive any feedback. It can take days to months sometimes.""What would make BMC Helix Discovery better is if it had more client-side discovery features, for example, printers and desktops. Right now, it's focused more on data center discovery, so if it had additional features focused on the client-side discovery, that would be great. In the next release of BMC Helix Discovery, I'd like more client-side discovery features such as desktop discovery, printer discovery, and other IP-based client-side discovery features. The solution can discover desktops and printers, but there's still room for improvement on the client side.""There isn't much that could be improved. The solution is pretty thorough, very easy to implement, and very easy to operate.""The CMDB could be improved. Getting data from the CMDB is the greatest challenge."

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"The solution could improve by being more stable.""When it comes to changing some of the features, I would like a little more leeway.""There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement.""It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them.""It is annoying that ServiceNow keeps on changing back to Quebec every six months.""It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses.""One thing I don't care for is the reporting and the way it functions.""The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."

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Pricing and Cost Advice
  • "BMC is available for a reasonable price compared to ServiceNow — it's half the price."
  • "The price was fair compared to competitors. BMC is very affordable. There are optional consulting services to assist with implementation."
  • "We are on a three-year agreement with BMC Helix Discovery to use the solution. There are not any additional fees other than the standard license."
  • "You need a license to use BMC Helix Discovery. The license is paid yearly, though I have no idea how much it costs."
  • More BMC Helix Discovery Pricing and Cost Advice →

  • "ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
  • "There are licensing fees."
  • "The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."
  • "This is a pretty expensive product, so the licensing could be better."
  • "The price is okay for us. It's reasonable."
  • "I know that it's not too bad because people continue to use it and they are happy to renew up their contract."
  • "The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."
  • "The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."
  • More ServiceNow Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The most valuable feature of BMC Helix Discovery is it operates well. It is well known and has gained recognition for its software.
    Top Answer:We are on a three-year agreement with BMC Helix Discovery to use the solution. There are not any additional fees other than the standard license. I rate the price of BMC Helix Discovery a three out of… more »
    Top Answer:What would make BMC Helix Discovery better is if it had more client-side discovery features, for example, printers and desktops. Right now, it's focused more on data center discovery, so if it had… more »
    Top Answer:The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping the… more »
    Top Answer:Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
    Top Answer:There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
    Ranking
    3rd
    out of 44 in IT Asset Management
    Views
    3,585
    Comparisons
    1,749
    Reviews
    6
    Average Words per Review
    479
    Rating
    9.0
    1st
    out of 44 in IT Asset Management
    Views
    52,688
    Comparisons
    34,485
    Reviews
    67
    Average Words per Review
    576
    Rating
    8.2
    Comparisons
    Also Known As
    Discovery, ADDM, Atrium Discovery & Dependency Mapping
    Learn More
    Overview

    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

    IT Central Station 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.

    Offer
    Learn more about BMC Helix Discovery
    Learn more about ServiceNow
    Sample Customers
    Windstream Communications, News UK, Mercator Group, Wageningen University and Research Centre (WUR)
    AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company21%
    Financial Services Firm11%
    Comms Service Provider10%
    Government9%
    REVIEWERS
    Financial Services Firm16%
    Computer Software Company15%
    Healthcare Company9%
    Insurance Company9%
    VISITORS READING REVIEWS
    Computer Software Company20%
    Financial Services Firm10%
    Government9%
    Comms Service Provider9%
    Company Size
    REVIEWERS
    Small Business33%
    Midsize Enterprise11%
    Large Enterprise56%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise11%
    Large Enterprise72%
    REVIEWERS
    Small Business21%
    Midsize Enterprise14%
    Large Enterprise65%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise14%
    Large Enterprise69%
    Buyer's Guide
    BMC Helix Discovery vs. ServiceNow
    November 2022
    Find out what your peers are saying about BMC Helix Discovery vs. ServiceNow and other solutions. Updated: November 2022.
    656,474 professionals have used our research since 2012.

    BMC Helix Discovery is ranked 3rd in IT Asset Management with 6 reviews while ServiceNow is ranked 1st in IT Asset Management with 67 reviews. BMC Helix Discovery is rated 9.0, while ServiceNow is rated 8.2. The top reviewer of BMC Helix Discovery writes "Stable with good data modelling and excellent technical support". On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". BMC Helix Discovery is most compared with BMC Remedy Asset Management, Device42, BMC Track-It!, Lansweeper and Qualys Asset Inventory, whereas ServiceNow is most compared with Microsoft Power Apps, BMC Helix ITSM, ManageEngine ServiceDesk Plus, Appian and PagerDuty. See our BMC Helix Discovery 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.