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.
"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."
"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."
"The solution offers some very good features."
"The solution is extremely user-friendly."
"The most valuable feature of the solution includes all of its components since they act as the authentication system of the product."
"The product has excellent support for remote and hybrid environments."
"It includes features for automation, such as smart reporting capabilities."
"The incident management console is available out of the box."
"The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version."
"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."
"ServiceNow provides quite good insights about what is happening in the organization."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"It allows us to filter the data, create graphs, and get detailed reports."
"It's great to do statuses or to review tasks."
"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."
"Makes ticket information easy to access."
"The product's scalability is one area with certain shortcomings that need to be considered for improvement."
"However, from a stability perspective, we sometimes had issues, like running out of resources, maxing out, database issues, and the server freezing out and functioning at fifty percent."
"There is room for improvement in terms of support."
"Integration and deployment could be better. It could be easier and faster to integrate and deploy. It would also help if we could have a 360-degree view. It would be better if they changed it to a SaaS type of offering, which is becoming the standard."
"The desktop technicians face some challenges with the solution."
"BMC Remedy Asset Management could improve by adding intuitive dashboards."
"The UI is quite outdated."
"There is room for improvement in integration with various platforms. The support services should be improved. The response time from the support team should be faster."
"There is room for improvement in price."
"The capital expenditure neeed to get the tool up and running is extensive."
"It's a little expensive compared to other tools."
"The utilization of AI in ServiceNow needs enhancement."
"Performance could be improved."
"From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience."
"The licensing needs to be divided into tiers in order to attract lower-level users."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
BMC Remedy is ranked 5th in IT Asset Management with 19 reviews while ServiceNow is ranked 1st in IT Asset Management with 210 reviews. BMC Remedy is rated 8.2, while ServiceNow is rated 8.4. The top reviewer of BMC Remedy writes "Great CMDB design, helpful technical support, and great features". 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, Device42 and VMware Service Manager, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and BMC Helix Discovery. 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.
http://www.quora.com/Help-Desk-Software/What-are-the-most-innovative-and-fundamental-features-to-look-for-in-help-desk-software
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. https://www.happyfox.com/setting-up-a-help-desk-software/
Hult Internation Business school is currently using our help desk software. https://www.happyfox.com/solution/school-help-desk-application.
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!
https://github.com/OTRS/otrs and try below release
http://www.otrs.com/try/
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!