Compare BMC Remedyforce vs. ServiceNow

BMC Remedyforce is ranked 7th in Help Desk Software with 5 reviews while ServiceNow is ranked 1st in Help Desk Software with 21 reviews. BMC Remedyforce is rated 8.4, while ServiceNow is rated 8.4. The top reviewer of BMC Remedyforce writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". On the other hand, the top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". BMC Remedyforce is most compared with ServiceNow, BMC Helix ITSM and Salesforce Service Cloud, whereas ServiceNow is most compared with BMC Helix ITSM, Appian and JIRA Service Desk. See our BMC Remedyforce vs. ServiceNow report.
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BMC Remedyforce Logo
2,685 views|1,935 comparisons
ServiceNow Logo
50,289 views|29,967 comparisons
Most Helpful Review
Find out what your peers are saying about BMC Remedyforce vs. ServiceNow and other solutions. Updated: January 2020.
397,717 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
The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips.The interface and customization are the solution's most valuable features.It's a stable solution.An inexpensive solution that is easy to set up and use without much support.ITIL best practices and smart practices are efficient in calculating the performance of services provided.

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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.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.

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Cons
The solution's technical support is in need of a lot of improvement.The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution.They need to include more high-end technology, different languages, the kinds of things not yet included in the product.The product is created to service small to medium-sized businesses. Although it can be used in enterprise settings this choice comes down to properly assessing needs.There should be some tool to move SRD and SLA from the sandbox to production.

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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.

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Pricing and Cost Advice
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.

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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.It has a higher cost compared to local/regional solutions.

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Ranking
7th
out of 44 in Help Desk Software
Views
2,685
Comparisons
1,935
Reviews
4
Average Words per Review
661
Avg. Rating
8.8
1st
out of 44 in Help Desk Software
Views
50,289
Comparisons
29,967
Reviews
21
Average Words per Review
599
Avg. Rating
8.4
Top Comparisons
Compared 52% of the time.
Compared 28% of the time.
Compared 21% of the time.
Compared 5% of the time.
Compared 5% of the time.
Also Known As
Remedyforce
Learn
BMC
ServiceNow
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


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 Remedyforce
Learn more about ServiceNow
Sample Customers
Design Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21AAA, 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
Software R&D Company40%
Comms Service Provider13%
Newspaper7%
K 12 Educational Company Or School6%
REVIEWERS
Healthcare Company14%
Financial Services Firm14%
Insurance Company10%
University9%
VISITORS READING REVIEWS
Software R&D Company35%
Comms Service Provider11%
Government7%
Manufacturing Company5%
Company Size
REVIEWERS
Small Business25%
Midsize Enterprise50%
Large Enterprise25%
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 Remedyforce vs. ServiceNow and other solutions. Updated: January 2020.
397,717 professionals have used our research since 2012.
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.