BMC Remedyforce [EOL] vs ServiceNow comparison

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Executive Summary

We performed a comparison between BMC Remedyforce [EOL] and ServiceNow based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
765,234 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
"BMC Remedyforce is a good tracking service in general.""ITIL best practices and smart practices are efficient in calculating the performance of services provided.""The stability is good. There are no bugs.""The solution is very flexible.""An inexpensive solution that is easy to set up and use without much support.""If a company needs to expand the solution, they are able to do so. It is quite scalable.""The feature that we like best is the stability of the product.""Offers good reporting capabilities. Getting the right information is the key to understanding and improvements."

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"The most recent addition of SAM Premium is a game changer for many organizations.""The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks.""It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly.""​The workflow capability for easy setup is powerful.""It's a straightforward and effective approach that minimizes the need for extensive explanations.""One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features.""I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform.""The Workflow feature is the most valuable."

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Cons
"It required a high amount of customisation for us to work with the tool and sometimes special capabilities needed to be purchased.""The look and feel is very dated.""The product is created to service small to medium-sized businesses. Although it can be used in enterprise settings this choice comes down to properly assessing needs.""It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it.""There should be some tool to move SRD and SLA from the sandbox to production.""They need to make it possible to more easily customize the user interface.""The ease of customization needs improvement.""The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution."

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"I have a problem with the way the solution's price is calculated.""HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module.""It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information.""I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great.""Their GUI could be updated.""The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations.""They need to be providing vendors and implementation partners with materials and guidance on implementation.""The customer service of the product right now isn't very good. It's an aspect they really need to improve."

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Pricing and Cost Advice
  • "BMC Remedyforce is extremely reasonable when talking about licensing costs."
  • "The cost may be higher, but it is backed up by the great product and superb customer service."
  • "Licensing should be reviewed and understood before making the purchase."
  • "My current company has a deal. I think the subscription per year is 20K dollars. Per year for the client is really nothing compared to other products and solutions."
  • More BMC Remedyforce [EOL] Pricing and Cost Advice →

  • "The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."
  • "It has a higher cost compared to local/regional solutions."
  • "We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."
  • "It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."
  • "ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."
  • "ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."
  • "Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
  • "Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."
  • More ServiceNow Pricing and Cost Advice →

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    Questions from the Community
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    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:The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident.
    Ranking
    Unranked
    In Help Desk Software
    1st
    out of 59 in Help Desk Software
    Views
    20,011
    Comparisons
    11,932
    Reviews
    23
    Average Words per Review
    458
    Rating
    8.4
    Comparisons
    Also Known As
    Remedyforce
    Learn More
    Overview

    BMC Remedyforce, built on Salesforce App Cloud, enables you to deliver high-speed service management that empowers users and accelerates the business, with minimal capital investment.

    Built with speed and flexibility in mind

    • Comprehensive functionality:Incident, problem, change, service level management, self-service, discovery and asset management
    • Social, mobile, modern access: With the Salesforce 1 platform, solve incidents, submit approvals, and crowdsource information via Chatter or chat
    • Intuitive dashboards and reporting: Resolve 90% of IT issues on the first call; show key business metrics in real time
    • Configuration not customization: Deploy new technologies and services without coding or scripting, using existing Salesforce staff
    • No software or hardware to install or manage: Seamless upgrades twice a year with simple, value-based pricing


    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.

    Sample Customers
    Design Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21
    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
    Comms Service Provider15%
    Financial Services Firm15%
    Computer Software Company14%
    Government9%
    REVIEWERS
    Computer Software Company17%
    Financial Services Firm15%
    Manufacturing Company10%
    Healthcare Company8%
    VISITORS READING REVIEWS
    Educational Organization22%
    Computer Software Company11%
    Financial Services Firm10%
    Government7%
    Company Size
    REVIEWERS
    Small Business31%
    Midsize Enterprise31%
    Large Enterprise38%
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise9%
    Large Enterprise68%
    REVIEWERS
    Small Business21%
    Midsize Enterprise15%
    Large Enterprise64%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise29%
    Large Enterprise56%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews while ServiceNow is ranked 1st in Help Desk Software with 210 reviews. BMC Remedyforce [EOL] is rated 7.8, while ServiceNow is rated 8.4. The top reviewer of BMC Remedyforce [EOL] writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". 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 Remedyforce [EOL] is most compared with , whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Microsoft Dynamics CRM.

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    We monitor all Help Desk Software 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.