SCSM Competitors and Alternatives

Read reviews of SCSM competitors and alternatives
Real User
BMC Remedy ITSM Admin/Developer at a retailer with 10,001+ employees
Jan 14 2018

What do you think of BMC Helix Remedy?

Primary Use Case BMC Remedy ITSM application solution is one of the best solutions in the market. This is one of the primary help desk management tool that we have. We use this tool for managing tickets, other employee related services, and reporting purposes. • Improvements to My Organization We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing. • Valuable Features Overall, the product is valuable, but we use Incident and SRM the most. We really liked the Smart Reporting tool and also the new mobile apps as add-ons. • Room for Improvement If BMC can add and extend the Release Management with ease, it would be great. Also, make customizable/configurable article templates in the Knowledge Management.  • Use of...
ServiceNow
Real User
Director of Channels and Alliances at a tech vendor with 11-50 employees
Aug 13 2018

What is most valuable?

The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version. The features continue to improve. We get new features... more»

How has it helped my organization?

We have set a standard around the way we build content. We have found that if we build for ServiceNow, it will pretty much import anywhere. The format is very similar. ServiceNow seems to be more of a standard interface and their knowledge... more»

What needs improvement?

Some enhancements to the self-service platform would be helpful. That part is still a little barebone. There are some things that they could do better that we have suggested to them. Also, the mobile app is not bad, but it's limited. They are... more»
Consultant
Senior ICT Consultant
Jun 25 2017

What is most valuable?

It has resulted in a positive experience to integrate ICT project management to our IT business reality so we value the following features: * ITIL integration * main ITIL processes on real application * easy to use and customize * initial... more»

How has it helped my organization?

We had outsourced most of our IT services and to have this application as support together with the benefits of full control for implementing service delivery, gave us the confidence to implement a CSI from the very beginning.

What needs improvement?

Request management is not clearly separated form incident management and the conditions to customize this are tricky and unique for our organization.

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