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.
"The solution is extremely user-friendly."
"The product has excellent support for remote and hybrid environments."
"The incident management console is available out of the box."
"The solution offers some very good features."
"You can develop plugins in different languages, and the workflows can be easily developed depending on the user's needs."
"It had automation, orchestration, service level management, and event management. You could also integrate it for auto-remediation."
"It's a scalable product."
"It's an exceptionally robust and seamlessly integrated solution that has greatly facilitated our operations."
"Easy to integrate with third-party applications."
"It uses a common base of data and allows different types of records to pull from that same base of data."
"Remote access is most valuable."
"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."
"The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"The analytics - we like to keep track of how much work everyone is doing."
"It's actually easy to understand."
"I would like to have more customized reporting because the management team loves customized reports with graphs."
"If a user isn't using an out-of-the-box configuration, it can get a bit complex."
"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."
"Could be more user friendly for admins to manage."
"The upgrade process could be better. It would be a good improvement."
"There is room for improvement regarding the customization as it tends to lag in terms of flexibility, particularly in comparison to competitors."
"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."
"One area that requires improvement is the prevention of duplicates or data inconsistencies in the system."
"Performance could be improved."
"Their cloud management is also not that great compared to other products."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."
"Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task."
"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."
"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
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!