Most Helpful Review
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts.
The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow.
It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information.
It helps when you have an incident or performing a problem change management process.
We can search open and closed cases to find what we have done in other incidents.
Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable.
The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management.
the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind.
Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.
Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time.
The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier.
MyIT is simple to use and its mobility is a big plus for our on the go users.
The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline.
Improved our organization with better customer experience and reporting abilities.
The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great.
The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly.
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.
Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome.
The monitoring tool is in need of improvement.
The interface for the users is a bit old-fashioned and not user-friendly.
We would like the CMDB to be populated automatically. At the moment, everything is manually created.
We would like more information about all the configurations that we have on our infrastructure side.
Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement).
I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half.
The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help.
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.
Support could be more skilled. We are wasting too much of our time debugging.
The amount of software issues are still too big, even considering the complexity of the tool.
Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years.
SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT.
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.
Pricing and Cost Advice
Information Not Available
It is costly, but it is well worth it.
Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed.
Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings.
While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper.
If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost.
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.
Answers from the Community
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Also Known As
|Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight||Remedy ITSM, Remedy, Helix Remedy|
|CA (A Broadcom Company)||BMC||ServiceNow|
Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.
Learn More: https://www.ca.com/us/products...
|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)
Learn more about CA Service Desk Manager
Learn more about BMC Helix ITSM
Learn more about ServiceNow
|Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini||Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University||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|
Financial Services Firm20%
Software R&D Company20%
Comms Service Provider12%
Financial Services Firm27%
Comms Service Provider13%
Software R&D Company35%
Comms Service Provider8%
Financial Services Firm8%
Financial Services Firm13%
Software R&D Company34%
Comms Service Provider9%
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