Compare BMC Helix ITSM vs. ServiceNow

BMC Helix ITSM is ranked 6th in IT Service Management (ITSM) with 3 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 20 reviews. BMC Helix ITSM is rated 8.6, while ServiceNow is rated 8.4. The top reviewer of BMC Helix ITSM writes "Full-featured, gave us incident/event management, based on monitors in our environment". On the other hand, the top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". BMC Helix ITSM is most compared with ServiceNow, BMC Remedyforce and JIRA Service Desk, whereas ServiceNow is most compared with BMC Helix ITSM, Appian and JIRA Service Desk. See our BMC Helix ITSM vs. ServiceNow report.
Cancel
You must select at least 2 products to compare!
BMC Helix ITSM Logo
13,639 views|8,330 comparisons
ServiceNow Logo
50,289 views|29,967 comparisons
Most Helpful Review
Find out what your peers are saying about BMC Helix ITSM vs. ServiceNow and other solutions. Updated: January 2020.
398,890 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
This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets.Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.

Read more »

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.Easy to integrate with third-party applications.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.

Read more »

Cons
To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming.We have experienced outages, because some other customers did something on the same cluster that we share.It has created more layers of bureaucracy.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.If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture.

Read more »

Transparency in the pricing model needs to be improved.I do not like the user interface.It's missing monitoring capabilities.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.

Read more »

Pricing and Cost Advice
Information Not Available
The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.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.

Read more »

report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
398,890 professionals have used our research since 2012.
Answers from the Community
Miriam Tover
author avatarJS4
User

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.

author avatarRamon Van Leeuwen (TOPdesk)
Vendor

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.

author avatarRahulPriyadarshy (Tata Consultancy Services)
Consultant

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.

Ranking
Views
13,639
Comparisons
8,330
Reviews
2
Average Words per Review
617
Avg. Rating
8.0
Views
50,289
Comparisons
29,967
Reviews
21
Average Words per Review
599
Avg. Rating
8.4
Top Comparisons
Compared 74% of the time.
Compared 6% of the time.
Compared 5% of the time.
Compared 21% of the time.
Compared 5% of the time.
Compared 5% of the time.
Also Known As
Remedy ITSM, Remedy, Helix Remedy
Learn
BMC
ServiceNow
Overview
BMC Remedy is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.

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 ITSM
Learn more about ServiceNow
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversityAAA, 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
REVIEWERS
Financial Services Firm25%
Comms Service Provider13%
Retailer13%
Manufacturing Company13%
VISITORS READING REVIEWS
Software R&D Company38%
Comms Service Provider9%
Manufacturing Company8%
Financial Services Firm7%
REVIEWERS
Healthcare Company14%
Financial Services Firm14%
Insurance Company10%
University9%
VISITORS READING REVIEWS
Software R&D Company35%
Comms Service Provider11%
Government7%
Financial Services Firm6%
Company Size
REVIEWERS
Small Business16%
Midsize Enterprise21%
Large Enterprise63%
REVIEWERS
Small Business15%
Midsize Enterprise13%
Large Enterprise72%
VISITORS READING REVIEWS
Small Business19%
Midsize Enterprise8%
Large Enterprise73%
Find out what your peers are saying about BMC Helix ITSM vs. ServiceNow and other solutions. Updated: January 2020.
398,890 professionals have used our research since 2012.
We monitor all IT Service Management (ITSM) 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.