Aug 21, 2014
Thank you everyone ... we have select Cherwell as their customer service seems to be on top of things... Will post a review soon enough
BMC Remedy and ServiceNow are leading solutions in the IT service management domain. BMC Remedy offers robust asset management and lifecycle options, while ServiceNow stands out for its flexibility and seamless third-party integration.
Features: BMC Remedy provides comprehensive asset management functionalities with a strong CMDB design and lifecycle management, complemented by customizable dashboards and workflows. On the other hand, ServiceNow excels in offering flexible customization options and supports extensive service catalogs, automation, and ITSM and DevOps modules.
Room for Improvement: BMC Remedy needs to simplify its user interface and configuration processes to enhance user-friendliness. Users also wish for more intuitive dashboards and reduced integration complexity. ServiceNow faces criticism for complex licensing and navigation, and improvements are needed in mobile applications and reporting to enhance user experience.
Ease of Deployment and Customer Service: BMC Remedy typically requires significant manual configuration but offers responsive support through various channels. ServiceNow offers flexible deployment options across public, private, and hybrid clouds, bolstered by strong customer service, though its evolving licensing structures can complicate implementation and ongoing support.
Pricing and ROI: BMC Remedy is generally considered expensive with limited pricing flexibility, yet provides substantial ROI for large environments by enhancing efficiency. ServiceNow's pricing is often higher than competitors like Jira but justifies its cost with comprehensive features and strong automation, offering valuable integration options for enterprises.
Over the last five to ten years, there has been a good return on investment because BMC Remedy is very stable and the users are highly accustomed to it.
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.
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.
BMC Remedy has been very scalable, handling 38 technical staff and 1,400 support users effectively.
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.
I haven't faced any issues with stability; I've rarely seen any downtime.
It is cloud-based, so it is highly scalable and performs well.
I rate the stability of ServiceNow as a nine on a scale of one to ten.
We want integration with Microsoft Teams and something similar to Artificial Intelligence.
Moreover, ServiceNow does not charge based on data uploaded or downloaded, so they should reconsider their pricing and data policies to align better with the financial capabilities of the region.
The initial setup of ServiceNow was easy for me, and I can easily access the knowledge base, pass tickets to another team through internal notes, and each individual will get a personal email when a ticket is placed into their queue.
The official support is often distant, and many partners are not up to standard, which harms the product's reputation.
The price is reasonable.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow does come with a price.
ServiceNow is expensive for all regions.
BMC Remedy is very stable and operational, with users being highly accustomed to using it.
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 Remedy Asset Management 9 provides complete lifecycle management of your IT assets, from procurement to end-of-life, giving full visibility into ownership, deployment, state, context, and cost of ownership and operation.
Seamless integration with Remedy Service Management aligns ITAM to day-to-day business processes. Integration to the BMC Atrium CMDB enables IT assets to be managed from legacy hardware through to the public cloud and Internet of Things. BMC Remedy Asset Management combines financial, contractual, and IT data to provide complete visibility over your assets.
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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