BMC Remedyforce [EOL] vs ServiceNow comparison

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Executive Summary

We performed a comparison between BMC Remedyforce [EOL] and ServiceNow based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
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Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The solution is very flexible.""BMC Remedyforce is a good tracking service in general.""It's a stable solution.""The stability is good. There are no bugs.""Our staff is able to quickly jump into Remedyforce and understand the tool with minimal training.""Remedyforce replaced all our legacy applications globally. This enabled us to move tickets and requests to other regions easily.""An inexpensive solution that is easy to set up and use without much support.""The record linking shows us all of the changes that were implemented during that release, what clients were affected, related incidents and problem records, and important documentation that occurred along the way."

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"It's actually easy to understand.""I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far.""It has more extensive features as compared to the other competitors.""ServiceNow is a very powerful tool that can perform a lot of different functions.""There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic.""Easy to integrate with third-party applications.""Identifies better ways to license software or eliminate unused software to save money.""Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."

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Cons
"They need to make it possible to more easily customize the user interface.""My team finds the search options and the user interface to be really cumbersome.""They need to include more high-end technology, different languages, the kinds of things not yet included in the product.""The setup was somewhat complex as it seemed there were three ways to do the same thing.""It's not user-friendly. Everything is overly complicated. Even for the simplest of tasks, a user will waste time. It requires a lot of clicks and a lot of steps. Often we will have to do the same thing two or three times. It's really bad.""It required a high amount of customisation for us to work with the tool and sometimes special capabilities needed to be purchased.""The ease of customization needs improvement.""The solution's technical support is in need of a lot of improvement."

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"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses.""If you have advanced questions, technical support often doesn't know the answer.""There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon.""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.""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.""The interface requires an upgrade.""Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience.""From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience."

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Pricing and Cost Advice
  • "BMC Remedyforce is extremely reasonable when talking about licensing costs."
  • "The cost may be higher, but it is backed up by the great product and superb customer service."
  • "Licensing should be reviewed and understood before making the purchase."
  • "My current company has a deal. I think the subscription per year is 20K dollars. Per year for the client is really nothing compared to other products and solutions."
  • More BMC Remedyforce [EOL] Pricing and Cost Advice →

  • "The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."
  • "It has a higher cost compared to local/regional solutions."
  • "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's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."
  • "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."
  • "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."
  • "Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
  • "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."
  • More ServiceNow Pricing and Cost Advice →

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    Top Answer:The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping the… more »
    Top Answer:Hi Netanya I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
    Top Answer:The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident.
    Ranking
    Unranked
    In Help Desk Software
    1st
    out of 59 in Help Desk Software
    Views
    20,011
    Comparisons
    11,932
    Reviews
    23
    Average Words per Review
    458
    Rating
    8.4
    Comparisons
    Also Known As
    Remedyforce
    Learn More
    Overview

    BMC Remedyforce, built on Salesforce App Cloud, enables you to deliver high-speed service management that empowers users and accelerates the business, with minimal capital investment.

    Built with speed and flexibility in mind

    • Comprehensive functionality:Incident, problem, change, service level management, self-service, discovery and asset management
    • Social, mobile, modern access: With the Salesforce 1 platform, solve incidents, submit approvals, and crowdsource information via Chatter or chat
    • Intuitive dashboards and reporting: Resolve 90% of IT issues on the first call; show key business metrics in real time
    • Configuration not customization: Deploy new technologies and services without coding or scripting, using existing Salesforce staff
    • No software or hardware to install or manage: Seamless upgrades twice a year with simple, value-based pricing


    ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

    ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

    ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

    “The Smarter Way to Workflow”

    ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

    ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

    ServiceNow offers service management software for industries including:

    Cloud services
    Education
    Financial services
    Government
    Healthcare
    Manufacturing
    Telecommunications

    Reviews from Real Users

    PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

    Sample Customers
    Design Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21
    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
    VISITORS READING REVIEWS
    Comms Service Provider15%
    Financial Services Firm15%
    Computer Software Company14%
    Government9%
    REVIEWERS
    Computer Software Company17%
    Financial Services Firm15%
    Manufacturing Company10%
    Healthcare Company8%
    VISITORS READING REVIEWS
    Educational Organization22%
    Computer Software Company11%
    Financial Services Firm10%
    Government7%
    Company Size
    REVIEWERS
    Small Business31%
    Midsize Enterprise31%
    Large Enterprise38%
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise9%
    Large Enterprise68%
    REVIEWERS
    Small Business21%
    Midsize Enterprise15%
    Large Enterprise64%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise29%
    Large Enterprise56%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    763,955 professionals have used our research since 2012.

    BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 1 review while ServiceNow is ranked 1st in Help Desk Software with 24 reviews. BMC Remedyforce [EOL] is rated 7.8, while ServiceNow is rated 8.4. The top reviewer of BMC Remedyforce [EOL] writes "Good reporting and easy to use but needs to offer better integration capabilities". On the other hand, the top reviewer of ServiceNow writes "Comprehensive IT service management with predefined processes, and seamless integration, empowering organizations to streamline workflows and enhance productivity". BMC Remedyforce [EOL] is most compared with , whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Microsoft Dynamics CRM.

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