BMC Helix ITSM (Remedy) vs. ServiceNow Customer Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM (Remedy)
Score 7.0 out of 10
N/A
BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.N/A
ServiceNow Customer Service Management
Score 7.9 out of 10
N/A
Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented in this edition to support customers rather than internal employees. The Professional bundle also includes performance analytics, predictive intelligence, and related tools to support customer support agents improvement…N/A
Pricing
BMC Helix ITSM (Remedy)ServiceNow Customer Service Management
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSM (Remedy)ServiceNow Customer Service Management
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC Helix ITSM (Remedy)ServiceNow Customer Service Management
Top Pros
Top Cons
Features
BMC Helix ITSM (Remedy)ServiceNow Customer Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM (Remedy)
7.5
45 Ratings
8% below category average
ServiceNow Customer Service Management
7.0
6 Ratings
12% below category average
Organize and prioritize service tickets7.544 Ratings7.66 Ratings
Expert directory7.931 Ratings7.95 Ratings
Service restoration6.939 Ratings00 Ratings
Self-service tools9.043 Ratings00 Ratings
Subscription-based notifications7.034 Ratings7.15 Ratings
ITSM collaboration and documentation8.043 Ratings4.55 Ratings
ITSM reports and dashboards6.343 Ratings00 Ratings
Ticket creation and submission00 Ratings9.16 Ratings
Ticket response00 Ratings6.06 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM (Remedy)
8.6
41 Ratings
5% above category average
ServiceNow Customer Service Management
-
Ratings
Configuration mangement9.138 Ratings00 Ratings
Asset management dashboard8.938 Ratings00 Ratings
Policy and contract enforcement7.731 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM (Remedy)
7.7
42 Ratings
8% below category average
ServiceNow Customer Service Management
-
Ratings
Change requests repository7.942 Ratings00 Ratings
Change calendar8.139 Ratings00 Ratings
Service-level management7.141 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
ServiceNow Customer Service Management
4.8
5 Ratings
47% below category average
External knowledge base00 Ratings4.44 Ratings
Internal knowledge base00 Ratings5.15 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
ServiceNow Customer Service Management
6.3
6 Ratings
20% below category average
Customer portal00 Ratings7.24 Ratings
IVR00 Ratings5.34 Ratings
Social integration00 Ratings3.54 Ratings
Email support00 Ratings7.45 Ratings
Help Desk CRM integration00 Ratings8.25 Ratings
Best Alternatives
BMC Helix ITSM (Remedy)ServiceNow Customer Service Management
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSM (Remedy)ServiceNow Customer Service Management
Likelihood to Recommend
7.3
(50 ratings)
7.4
(6 ratings)
Likelihood to Renew
9.0
(6 ratings)
-
(0 ratings)
Usability
6.5
(3 ratings)
10.0
(1 ratings)
Support Rating
8.1
(9 ratings)
9.0
(1 ratings)
Implementation Rating
6.6
(2 ratings)
-
(0 ratings)
Configurability
5.0
(1 ratings)
-
(0 ratings)
Product Scalability
8.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
7.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
BMC Helix ITSM (Remedy)ServiceNow Customer Service Management
Likelihood to Recommend
BMC Software Inc.
Large complex organisation, with complex technology that needs to manage Technology Services. It is very flexible and able to manage a large complex environment but the knowledge required to set this up correctly (foundation data and configuration) is the key factor for success. It can integrate with many other systems and tools and integrate data from many sources - whether that be AWS cloud, or an on premises bespoke system. I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.
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ServiceNow
It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.
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Pros
BMC Software Inc.
  • Integration with monitoring software like SolarWinds. where Remedy can transform notifications to work orders and assign to respective teams.
  • Detailed Customization capability to fit the exact needs of the organization.
  • Change management calendar, which integrates change orders from all organization departments and facilitates the scheduling process of project managers.
  • It can be offered as a cloud-based service, where you don't need to worry about server maintenance or database backup.
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ServiceNow
  • Allows for clear communication between help desk and end users.
  • Provides a clean inventory option for both hardware items and software licenses.
  • Navigation is very intuitive and user friendly.
  • Many reporting features for all levels of the company.
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Cons
BMC Software Inc.
  • The interface (ironically). My company has made an attempt to replace the "classic" Remedy interface with some more functional, modern, but Remedy set to a particular look and feel (and consequently, functionality)
  • The API is hidden from the user: There exists an API for Remedy, that would make my job TONS easier, as I like to perform actions on Remedy in bulk (and therefore - programmatically). Exposing a user API is very much mainstream these days, so Remedy relying on its interface to perform ITIL is very limiting
  • By extension- the result of Remedy's interface is that it becomes very "click-happy": little buttons, and links stuffed into every corner of the screen, with options API logically together. API is old, but it still feels very rushed.
  • The primary tool for most of my ITIL operations is: searching. API of searching goes into finding assets, checking in equipment, finding users, tickets, etc. What Remedy could very much benefit from a "Google" -like interface
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ServiceNow
  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
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Likelihood to Renew
BMC Software Inc.
We have been customers of BMC for well over 7 years now and our corporation is tightly integrated with BMC and multiple solutions they offer us.
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ServiceNow
No answers on this topic
Usability
BMC Software Inc.
At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.
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ServiceNow
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
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Support Rating
BMC Software Inc.
The support is good in overall resolving the issues and even in the deployment phase. We are able to use it in production without any trained in-house engineer as the support team gets the job done. We can say that experts completed the deployment for us, and now it is functional.
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ServiceNow
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
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Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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ServiceNow
No answers on this topic
Alternatives Considered
BMC Software Inc.
The decision to select BMC Remedy was made prior to my employment. We did conduct an RFC process for a new ITSM platform and BMC was considered but not selected. We looked at several platforms and ended up choosing Ivanti Service Desk (previously LANDESK) due to the features, ease of customization and price.
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ServiceNow
Connectwise targets small to medium enterprises and kept things simple for cross-organizational communications. On the other hand, ServiceNow with users with more than 500 at least, tends to create lag and tension when all are using the app at the same time, especially getting reports in a timely manner.
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Scalability
BMC Software Inc.
Again, always room for improvement, but a very stable product none-the-less.
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ServiceNow
No answers on this topic
Return on Investment
BMC Software Inc.
  • When I was in Management discussion calls, and all the team is happy while using BMC Remedy so I don't find any specific negative impact on our organization.
  • I really enjoy Smart IT as the tool of choice for our incident management team.
  • Visibility of tickets is key. All support staff users can see tickets in consoles they have access to.
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ServiceNow
  • The negative impact for my team is the delay in team completing tickets but not a system issue.
  • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
  • Negative impact is that there is no user job aid or helpful tools for new users.
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ScreenShots