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.
"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 most valuable BMC Remedy Asset Management are the dashboards and reports for the CIO."
"This product is good because it allows us to receive proper responses to business emails anywhere and anytime. It helps in effective communication with employees. The solution is stable. The product is scalable. The initial setup is straightforward. I recommend BMC Remedy, especially for its automation capabilities."
"The solution offers some very good features."
"The incident management console is available out of the box."
"BMC Remedy Asset Management is pretty easy for quite a lot of functions."
"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 is robust and very user-friendly."
"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
"If you stick to the out-of-the-box solution, it's an easy setup."
"It can scale well if you are managing IT assets."
"It has more extensive features as compared to the other competitors."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"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 have found the workflows and integration the most valuable in this solution."
"The upgrade process could be better. It would be a good improvement."
"BMC works through intermediaries or vendors for support, so you don't always interact with BMC directly. The quality can vary depending on the specific vendor."
"The UI is quite outdated."
"BMC Remedy's change management module needs enhancement."
"There are issues from a product functionality perspective."
"I would like to have more customized reporting because the management team loves customized reports with graphs."
"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."
"Continuous improvement is recommended."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use."
"The solution should offer better security when it comes to storing data."
"Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."
BMC Remedy is ranked 5th in IT Asset Management with 23 reviews while ServiceNow is ranked 1st in IT Asset Management with 212 reviews. BMC Remedy is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of BMC Remedy writes "Offers automation, orchestration, service level management but lacks AI-based rules ". 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, ManageEngine IT Asset Management and BMC Track-It!, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and PagerDuty Operations Cloud. 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.
www.quora.com
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. www.happyfox.com
Hult Internation Business school is currently using our help desk software. www.happyfox.com
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!
github.com and try below release
www.otrs.com
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!