BMC Helix ITSM (Remedy) vs. ServiceNow Customer Service Management
BMC Helix ITSM (Remedy) vs. ServiceNow Customer Service Management
Product | Rating | Most Used By | Product Summary | Starting Price |
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BMC Helix ITSM (Remedy) | 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 | 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 |
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Editions & Modules | No answers on this topic | No answers on this topic | ||||||||||||||
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Entry-level Setup Fee | No setup fee | No setup fee | ||||||||||||||
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BMC Helix ITSM (Remedy) | ServiceNow Customer Service Management | |
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Incident and problem management |
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ITSM asset management |
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Change management |
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Self Help Community |
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Multi-Channel Help |
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BMC Helix ITSM (Remedy) | ServiceNow Customer Service Management | |
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Small Businesses | Agiloft Flexible Service Desk Suite Score 9.0 out of 10 | Agiloft Flexible Service Desk Suite Score 9.0 out of 10 |
Medium-sized Companies | Agiloft Flexible Service Desk Suite Score 9.0 out of 10 | Agiloft Flexible Service Desk Suite Score 9.0 out of 10 |
Enterprises | Ivanti Neurons for ITSM Score 9.1 out of 10 | SAP Service Cloud Score 8.7 out of 10 |
All Alternatives | View all alternatives | View all alternatives |
BMC Helix ITSM (Remedy) | ServiceNow Customer Service Management | |
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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) |
BMC Helix ITSM (Remedy) | ServiceNow Customer Service Management | |
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Likelihood to Recommend | BMC Software Inc. | ServiceNow |
Pros | BMC Software Inc. | ServiceNow |
Cons | BMC Software Inc. | ServiceNow |
Likelihood to Renew | BMC Software Inc. | ServiceNow No answers on this topic |
Usability | BMC Software Inc. | ServiceNow |
Support Rating | BMC Software Inc. | ServiceNow |
Implementation Rating | BMC Software Inc. | ServiceNow No answers on this topic |
Alternatives Considered | BMC Software Inc. | ServiceNow |
Scalability | BMC Software Inc. | ServiceNow No answers on this topic |
Return on Investment | BMC Software Inc. | ServiceNow |
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