Likelihood to Recommend 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.
Read full review Oracle EBS R12 requires a unique user skillset to understand how it handles user access and functions. Accordingly, ServiceNow has this high level of sophistication to manage this information and apply it to Sensitive Access and Segregation of Duties rules to identify exceptions. This depth of configuration is critical to accurately identify when Oracle Responsibilities (access) truly allows access and thus could be a violation. ERPs with less complexity may not require this customization of ServiceNow GRC, but you would be wise to raise these questions and examples in the demo to ensure it will work for you. In the past, we have found that risks of under-reporting exceptions or false positives become so voluminous that users don't always get to the accurate violations for timely remediation. Proper configuration up front will improve your effectiveness and ROI down the road.
Read full review Pros 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. Read full review Finding reported by the auditor. GRC helps us identify, assign, and track the resolution of this. Exception to information security policy. These require quarterly reviews and setting up reminders to revisit these. Building out new projects and baking security and compliance into the project and tracking it in GRC to ensure we deliver a compliant product on day one Read full review Cons 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 Read full review Delivering more out of the box functionality that rivals other GRC platforms. The bare bones approach may not help companies that do not have expertise or capabilities to build effective GRC processes. Easier way to implement workflow. Offering better metrics without buying add-on tools. Read full review Likelihood to Renew 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.
Read full review Usability 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.
Read full review I'm satisfied with our experience. The configuration was the biggest challenge, but we have moved onto the stage of user training and usability. We would appreciate having better user training documentation and possibly videos and/or computer-based training to help our international users adopt this software for their GRC needs.
Read full review Support Rating 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.
Read full review It's a good system, but I am awaiting key features in the new release. We hear that ServiceNow is continually adding new features and we look for improved reporting, better Oracle Integration, and user training opportunities. To the extent these materialize, we expect further improvements in our experience with ServiceNow GRC. Until that time, though, we believe we are meeting our objectives expected at the beginning of this project.
Read full review Implementation Rating Satisfied because I didn't have to do it!
Read full review Alternatives Considered 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.
Read full review We just recently started using
TrustArc for data privacy requests and I can already speak to the fact that
TrustArc is a more confusing platform once there. The positives of ServiceNow would be that a majority of our URL's drive to owned websites which our employees are very comfortable with using versus pushing them to another website that feels unsafe.
Read full review Scalability Again, always room for improvement, but a very stable product none-the-less.
Read full review Return on Investment 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. Read full review Effective Enterprise Risk Management Holistic Real-time Monitoring of your technology and Risk Negative - Asset Management has some issues and Ghost / Shadow IT is big issue Read full review ScreenShots