I have also used BMC Remedy.

Yes, Remedy (Salesforce), SysAid, Cherwell, TopDesk. Cherwell came in a close second. 

We're currently considering Microsoft's SharePoint portal.

ServiceNow is interactive, user-friendly, and easier to set up than Helix. It adds a lot of modules integrated within the tool, and you don't need to have different components installed separately, like Helix.

I've looked into HEAT. I'm looking to evaluate it with Service Now.

I have evaluated Tanium.

We moved directly to ServiceNow for two reasons:

1. It was already the production ITSM platform for our US member firm who was given the (internal) contract to support our global management consulting business; and

2. We knew from our multi-year use of ServiceNow for (a) delivering IT Target Operating Model digital transformations to clients AND (b) delivering our Application Managed Services to external clients that this solution would easily meet our ITSM requirements.

I've looked at PowerApps. I'd say that ServiceNow has smaller features. The pricing is likely the same.

While we are working with ServiceNow, we are looking into Device42 to see if that could be used for scanning our infrastructure right now.

There were a few other options we evaluated but I don't remember the specific product names.

I have been reviewing a solution called BMC helix potentially coming on board soon. The cognitive capabilities that are being released in the market are pretty good. 

We moved away from HPSM to ServiceNow, and we evaluated Remedy.

We also evaluated SAP against ServiceNow. We ended up choosing ServiceNow in the end, however, I can't recall what the deciding factor or factors were.

I was not part of the evaluation team.  

We looked at 

• BMC Remedy vs ServiceNow
• Micro Focus Service Manager vs ServiceNow
• JIRA vs ServiceNow
• and Cherwell vs ServiceNow.

We directly migrated from Remedy to ServiceNow because of the growing market for ServiceNow vs Remedy. We got quite good feedback from some of our competitors and customers that ServiceNow is really good in terms of its integrations. In 2011 we called ServiceNow to demo the product. They came to our organization and we had the demo and we really liked the tool. Then we switched over to ServiceNow.

I've compared this solution to Jira in the past and I find them both to be complex in terms of the user experience. 

That said, I haven't evaluated anything to replace this product at this company. 

We evaluated Service Cloud and ScienceLogic. ServiceNow really seemed to have the most complete offering.

Long ago, when our company itself was choosing a platform, a solution for the company to support, there was a big analysis effort and investigation of what was on the market. Back then we chose HPE. But that was really long ago and it's not relevant to my activities and my experience currently.

We talked with HPE and IBM, but both are on-prem solutions, whereas ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support. 

Also, the development time for each process is much shorter than with an on-prem solution. For example, with on-prem, I would have internal processes like change management, open a ticket, fill out all the information, and get the request approved. After that, it would need to be implemented. That would take a long time.

I have customers who use HP Service Manager, BMC Remedy or CA. Personally, I tried in 2011, I have tried to work on BMC Remedy for maybe two months. I didn't learn that much. When I had the opportunity to go on ServiceNow, I said, "Yes, let's try." It was very nice and I have also spent maybe two days on HP Service Manager and that was the two most boring days of my life.

Yeah, the only thing we have to say with customers who already have some product today, especially in ITSM, is don't implement what you have from BMC or HP in ServiceNow. When you do ServiceNow, you do the ServiceNow way, not the BMC or not the HP way. That's extremely important because that's where you can end up with something extremely complex, not only for the platform. The platform can manage it, the platform don't care. Technically it's possible. For the people, for the users, for the end users for the fulfillers, you want to do something simple.

For example, for one customer, a small customer like one Android people IT guys, small customer. They had on instant management they had three Android categories. When you do some ServiceNow implementations, the first implementation step, you have to review your processes and review the requirements. Be sure you have the right things in place and not the things you don't need. Yeah. I think if I have say three words about a good ServiceNow implementation, it's all about upgradabiity, because you have to upgrade every six months or every year so you need to think about the upgradability of your platform. You have to think about the performance and you have to think about the value.

If you request anything and if you are a customer and you ask me anything to me, I will tell you what is the justification. If you don't have any justification, I will tell you, "Well, I'm sorry. I can't do it." I'll go to the CS person, and the they will say, I want this feature and I will say, "Okay. You are the customer, I do whatever you need, but above that, you need a justification." That's extremely important.

Yes,

SolarWinds and ManageEngine

Other options would be BMC Remedy and Cherwell, from an ITSM perspective. For HRSM, alternative solutions are Workday and SuccessFactors.

Right now we use ServiceNow, we use SCCM, we use Case. It's three different bits of software but basically what we use them for is as a reporting tool, like I said for the analytics of how we need hardware or tickets are coming in, but ServiceNow is mostly just for tickets.

I evaluated BMC Remedy.

I evaluated BMC.

The IT department conducted a vendor evaluation, but I am not aware of which solutions were considered.

There are other commercial products out there, there are home grown systems out there, but they're not architectured to be extensible. They're not architectured to allow people from outside to come in with their offering and say, "I can marry my offering with yours and this is what it looks like". They just don't have that capability so we'd really have to behave like two separate systems even if we offer that service.

We compared ServiceNow with Remedy. 

I prefer ServiceNow to the competition because of its ease of use, installation and configuration. 

With ServiceNow, it is difficult to recommend another solution. Only the price might be a reason to suggest other solutions. Ivanti could be a good solution.

No others were evaluated.

We did an extensive evaluation to choose this product. It’s confidential and I cannot give details of it.

Other tools I have used and evaluated are BMC Remedy vs ServiceNow and Micro Focus Service Manager vs ServiceNow.

I haven’t necessarily used or evaluated other systems, but I have done work with integrating to other solutions and converting users from other solutions to ServiceNow. I will say ServiceNow makes most of these tools like TrackIt or OmniTracker as a few examples look like they are about 20 years behind the game. The biggest struggle is trying to get users to look at ServiceNow and use the tool to really improve their processes instead of just trying to copy the process you used in their old system.

Yes, TOPdesk and BMC

I have training on Cherwell which can be used as an ITSM software tool. Demand for Cherwell is very limited.

I'm not sure if the company looked at other options before choosing this product.

We looked at several options and decided that ServiceNow was the best choice. And it was because the rollout was highly successful.

We evaluated Serviceaide. We found ServiceNow to be a broad and wide solution. There are more models that we can buy in the future. For example, if I want RPA or artificial intelligence, I can buy it as an upsell or cross-sell.