Compare BMC Helix Discovery vs. ServiceNow

BMC Helix Discovery is ranked 3rd in IT Asset Management with 2 reviews while ServiceNow is ranked 1st in IT Asset Management with 22 reviews. BMC Helix Discovery is rated 9.6, while ServiceNow is rated 8.2. The top reviewer of BMC Helix Discovery writes "The initial setup is amazingly straightforward because the entire system is provided as a virtual deployment". On the other hand, the top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". BMC Helix Discovery is most compared with ServiceNow, Micro Focus Asset Manager and BMC Track-It!, whereas ServiceNow is most compared with BMC Helix ITSM, Zendesk and JIRA Service Desk. See our BMC Helix Discovery vs. ServiceNow report.
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BMC Helix Discovery Logo
2,197 views|1,338 comparisons
ServiceNow Logo
47,665 views|28,451 comparisons
Most Helpful Review
Find out what your peers are saying about BMC Helix Discovery vs. ServiceNow and other solutions. Updated: November 2019.
377,029 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
It is agentless, which means you don't have to install anything on all the different pieces of hardware that you are looking to discover.It now comes with a very flexible deployment solution, whether you want to keep it inside your data center or want to have the cloud, depending on if you're cloud forward or not.The speed at which it's able to collect a wide-range of information, then make it useful for you, like asset management, knowledge management, and incident management.Start anywhere application modelling brings a fantastic opportunity for users to see what is where.Accuracy and clarity are vastly improved for the service lines.

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The most valuable feature is that this is a Cloud solution.This solution is a single-storage for our user community to submit help desk tickets.In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it.HR Case Management and Customer Service Management are two of the key areas which clients are using.Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device.I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy.Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow.It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers.

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Cons
I would like to see the ability to scan some of the newer cloud platforms. I know that BMC has them on the roadmap, and they are coming soon, but they can't come fast enough. Being able to scan more of GCloud, Alibaba Cloud, or whatever the public clouds that our customers are buying, we need to make sure that Discovery can find them as well.A review of end of life data would be nice.Management of its own application infrastructure and integrations with other BMC tools.

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Transparency in the pricing model needs to be improved.I do not like the user interface.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.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.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.The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding...When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user.Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow.

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Pricing and Cost Advice
Information Not Available
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.Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.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.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.It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.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 has a higher cost compared to local/regional solutions.

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Ranking
3rd
out of 34 in IT Asset Management
Views
2,197
Comparisons
1,338
Reviews
2
Average Words per Review
902
Avg. Rating
9.5
1st
out of 34 in IT Asset Management
Views
47,665
Comparisons
28,451
Reviews
23
Average Words per Review
593
Avg. Rating
8.2
Top Comparisons
Compared 85% of the time.
Compared 22% of the time.
Compared 5% of the time.
Compared 5% of the time.
Also Known As
Discovery, ADDM, Atrium Discovery & Dependency Mapping
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BMC
ServiceNow
Overview

BMC Discovery, formerly ADDM, is a digital enterprise management solution that automates asset discovery and application dependency mapping to build a holistic view of all your data center assets and the relationships between them. 

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

Offer
Learn more about BMC Helix Discovery
Learn more about ServiceNow
Sample Customers
Windstream Communications, News UK, Mercator Group, Wageningen University and Research Centre (WUR)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
No Data Available
REVIEWERS
Healthcare Company15%
Financial Services Firm13%
Insurance Company10%
University9%
VISITORS READING REVIEWS
Software R&D Company34%
Comms Service Provider9%
Government6%
Financial Services Firm6%
Company Size
No Data Available
REVIEWERS
Small Business14%
Midsize Enterprise13%
Large Enterprise73%
VISITORS READING REVIEWS
Small Business18%
Midsize Enterprise18%
Large Enterprise65%
Find out what your peers are saying about BMC Helix Discovery vs. ServiceNow and other solutions. Updated: November 2019.
377,029 professionals have used our research since 2012.
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.
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