In my opinion, there is a strong need for an objective as well as subjective and comprehensive evaluation of BMC Remedy ITSM versus some of the open source ITSM applications.
e.g. - How does iTOP ITSM stack up against BMC Remedy ITSM?
Obviously it is not easy to answer. On one hand you have a very small and probably not so scalable but free to download solution and on other hand we have a proven technology used in many fortune 500 companies. So ideally nobody should even ask such questions! But customers are indeed asking such questions. Purely because they are swayed by the fact that one is a free solution while other is heavily paid solution that binds you in fairly costly annual support contracts apart from initial costs.
But how free is the so called free solution? Does it ultimately work costlier than the so called multi-million dollar costly solution? So far, I have not seen any honest and comprehensive NEUTRAL answer to this question.
Any proprietary software vendor will indeed say their solution is better. What is on the ground IT staff who actually implements and uses these solutions saying?
Looking forward to hearing your thoughts.