2019-02-04T12:11:00Z
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
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What Is The Biggest Difference Between BMC Helix and ServiceNow?

One of the most popular comparisons on IT Central Station is BMC Helix vs ServiceNow.

People like you are trying to decide which one is best for their company. Can you help them out?

What is the biggest difference between BMC Helix (Remedy) and ServiceNow? Which of these two solutions would you recommend to a colleague evaluating these solutions and why?

Thanks for helping your peers make the best decision!

4
PeerSpot user
4 Answers
Reseller
2020-07-02T11:19:11Z
Jul 2, 2020

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), notifications, and the currency used in an application.AI is affecting every part of our lives, including IT Service Management. IT operations are connected to every other part of the business and thus ITSM plays an important role in the business to improve the overall performance. Here are the top ITSM Trends we feel will impact businesses in 2020. BMC Helix- BMC Applications As Service (ITSM, Discovery, Monitoring)

deployable on any cloud as per your choice using Containers. I think BMCis now making things work in Cloud and work as SaaS.



Digitalization is rapidly changing the face of ITSM. The traditional service desk is evolving into an AI-powered service management platform. Employees are demanding a consumer world-like experience that is intuitive, omnichannel, fast, and seamless. Employee experience has taken a center stage now.


According to Gartner reports, 40% of the enterprises will adapt AIOPS (Artificial Intelligence for IT operations) by 2022. AI-enabled customer-facing service desk support will increase by 25% by 2020 leveraging virtual customer assistants and chatbots. Let’s take a look at the new advances in the ITSM platform. From my point of view,  Helix offers a lot to the customer within one single package and must be given a shot as it brings a choice of cloud, container technology and cognitive capabilities for the products which are already known and

popular in the ITSM world.

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Ramon Van Leeuwen - PeerSpot reviewer
CCO at TOPdesk
Vendor
2019-02-12T11:03:06Z
Feb 12, 2019

I agree with above analysis, But both tools fit the profile of a big Lego box, a toolbox where you can do almost everything with it but seldom need it. You need for both a lot of technical background to use it properly and the cost are for both on the top of market. you should ask yourself do I need this Best-of-suit approach from both vendors or do I look for better tools for part of the suits : Best-of-breed solution. These days with API's widely available integrations are becoming really easy, so no need anymore for the monolithic best of suit approach from the big tech vendors. And if you look closely to the big Lego boxes under the hood, it's still is a very complex integration spaghetti from all the different acquisitions and technologies. Why not go for best of breed approach and compare the fundamental difference between a "Lego" based vendor and a "Playmobil" vendor. Happy to help out.

JS
Account Manager - Technical at a tech services company with 501-1,000 employees
User
Top 10
2019-02-12T06:36:10Z
Feb 12, 2019

BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched SaaS offering from BMC under a new Package called as Helix previously known as RemedyOnDemand. Having said that, the Helix seems much more than RemedyOnDemand used to offer. With Helix, the customer has the option to choose a cloud - BMC Cloud, AWS and MS Azure. The core products are Remedy ITSM, Digital workplace (MyIT/SmartIT) mobile apps, BMC Discovery, BMC Business workflows (case management solution for LOB). The supported products are Remedy Single-Sign-On, BMC Client Management, and BMC Client Gateway. These are all available today On-Premise as well. The deployment technology is no longer the old method of installations and configurations on a VM. The new technology that BMC Helix brings is Containerisation. The Docker and Kubernetes container technologies help in provisioning the Helix Products within a day and thus you are ready to configure/customized to suit your business needs from day two itself. Further, Helix offers cognitive capabilities for your ITSM with solutions completely built on cloud - Chatbot and AI automation powered by IBM Watson. Innovation suite platform - a microservices based architecture and integrations through REST APIs. The innovation suite offers an integration studio with few in-built connectors as well like Jira, Service Cloud, etc. You can further build your own connectors using the integration controller within the innovation suite platform.

So to summarise my view - Helix offers a lot to the customer within one single package and must be given a shot as it brings a choice of cloud, container technology and cognitive capabilities for the products which are already known and popular in the ITSM world.

RahulPriyadarshy - PeerSpot reviewer
Solution Architect ITSM Tools at Tata Consultancy Services
Real User
2019-05-17T08:44:33Z
May 17, 2019

BMC Helix- BMC Applications As Service (ITSM, Discovery, Monitoring) deployable on any cloud as per your choice using Containers. I think BMC is now making things to work in Cloud and work as SaaS.

ServiceNow- Hosted on in Its own Dcs . You do not have Choice to Choose Cloud but you can choose DC/Region as per your PO. Still I feel ServiceNow ECO System is designed for Pure SaaS model.

Find out what your peers are saying about BMC Helix ITSM vs. ServiceNow and other solutions. Updated: November 2022.
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AnaCosta - PeerSpot reviewer
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Hi peers, I'm looking for a piece of advice: considering what each of the LeanIX and ServiceNow technologies offers, has anyone considered (or completed) integration between ServiceNow and LeanIX that could be beneficial to the user?
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Jairo Willian Pereira - PeerSpot reviewer
Information Security Manager at a financial services firm with 5,001-10,000 employees
Jan 4, 2022
IMHO, ServiceNow is a complete ITSM tool, designed to support tradictional/waterfall and digital/agile "business" and is completely adherent with ITIL (and others frameworks). LeanIX offers a more limited setup of inventary, correlation and others tools (for example, offers only few ITIL domains), such as showed here https://docs.leanix.net/docs.For market-time, features and maturity i'll choice ServiceNow but the price may be a problem.
KevinO'Rourke - PeerSpot reviewer
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Don't know about LeanIX but QualiWare has a ServiceNow bi-directional API already in place....
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Shibu Babuchandran - PeerSpot reviewer
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Sep 21, 2022
Thanks for sharing.
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