We performed a comparison between BMC Helix ITSM vs ServiceNow based on our users’ reviews in five categories. After reading all of the collected data, you can find our conclusion below.
Comparison Results: ServiceNow is the winner in this comparison. Though more expensive, ServiceNow offers more features and better stability, scalability, ROI, and customer support.
"With service requests, we have been able to give visibility to the business users."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"It's one of the top solutions on the market for ITSM capabilities."
"The digital workplace is appealing."
"The most valuable features are the simplicity and the in-duty features."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"The solution can scale."
"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."
"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."
"It is user-friendly and simple to use."
"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."
"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."
"It can scale well if you are managing IT assets."
"The most valuable feature is that this is a Cloud solution."
"If you stick to the out-of-the-box solution, it's an easy setup."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"Support could be better."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"The search feature and the dashboard could both be improved."
"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."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."
"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."
"if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future."
"We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board."
"I do not like the user interface."
"Making a mobile version would be helpful."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. BMC Helix ITSM is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". 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 Helix ITSM is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk, IBM Maximo and Ivanti Neurons for ITSM, whereas ServiceNow is most compared with Microsoft Power Apps, Pega BPM, IBM Maximo, Appian and Microsoft Dynamics CRM. See our BMC Helix ITSM vs. ServiceNow report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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.
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.
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.
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.