170 Ratings
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Score 7.1 out of 100
Top Rated
387 Ratings
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Score 8.1 out of 100

Highlights

BMC Helix ITSM (formerly Remedy) and ServiceNow IT Service Management (ITSM) are cloud-based ITSM platforms designed to help IT departments manage service requests, resources, and configuration items. BMC Helix ITSM is generally simpler to use and set up, while ServiceNow ITSM has more customization options and configuration management database (CMDB) features. 

On TrustRadius, both platforms are used primarily by enterprise-level organizations, whose IT needs and budgets are substantial enough to warrant complex, comprehensive ITSM solutions.

Features

Although both BMC Helix ITSM and ServiceNow ITSM are highly flexible and configurable to meet a business’s needs, they each have a few unique advantages.

BMC Helix ITSM is designed with ease of use in mind. Tickets are easy to modify and view at all stages of the submission process, and the incident search function is quick and accurate. The platform includes multiple options for workflow triggers and automation, such as automatically recording a ticket’s solution to a knowledge base visible to both users and IT employees. BMC Helix ITSM’s report templates help make reporting simple and fast, especially if users need to generate similar reports regularly.

ServiceNow ITSM offers an extremely detailed platform, with a high level of flexibility and customization. It excels in its CMDB functionality, giving users detailed searching, filtering, and interdependency options. Users who need to create many similar tasks appreciate its “shopping cart” feature that allows them to configure multiple tasks with repeated information and make necessary tweaks before submitting them all with a single click. The individual overview makes it easy for each user to see which tickets are assigned to them and gauge their workload.

Limitations

Despite the strengths of each platform, BMC Helix ITSM and ServiceNow ITSM have a few limitations as well.

Overall, BMC Helix ITSM doesn’t offer the same level of detail as ServiceNow ITSM. Its CMDB management and interface options aren’t as powerful, and some users wish for more configurable service level management (SLM) options. Its reporting templates may make it easy to generate standard reports, but those reports may not be as granular as users like. Some customers have also experienced slowdowns when generating and exporting reports.

Individuals using ServiceNow ITSM, on the other hand, can get bogged down by its intricate configuration possibilities. If the platform is not carefully set up by experienced professionals, the resulting system can be clunky, frustrating for new users, and ill-equipped to meet a company’s needs. Some businesses have had to hire external consulting firms to assist with implementation or to re-configure the platform. ServiceNow ITSM is also expensive to begin with, but it can get even pricier. The vendor charges additional fees for some services and features, like advanced customer support and integrations with applications like Microsoft Teams.

Pricing

Both BMC Helix ITSM and ServiceNow ITSM offer pricing via a customized quote from their sales and implementation teams. Interested buyers can contact each vendor for pricing information.

Likelihood to Recommend

BMC Helix ITSM (Remedy)

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.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow [IT Service Management] is well suited for situations where you want a quick, responsive, and one-stop platform that can be accessed by support engineers and they can work on the fixes with specified SLAs. Also, they can interact with the dashboard and update the info so that easy management of incidents and requests can be done.
Panav Beri | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

BMC Helix ITSM (Remedy)
8.3
ServiceNow IT Service Management
8.1
Organize and prioritize service tickets
BMC Helix ITSM (Remedy)
9.3
ServiceNow IT Service Management
8.5
Expert directory
BMC Helix ITSM (Remedy)
7.6
ServiceNow IT Service Management
7.7
Service restoration
BMC Helix ITSM (Remedy)
9.2
ServiceNow IT Service Management
7.5
Self-service tools
BMC Helix ITSM (Remedy)
8.0
ServiceNow IT Service Management
7.8
Subscription-based notifications
BMC Helix ITSM (Remedy)
8.1
ServiceNow IT Service Management
8.3
ITSM collaboration and documentation
BMC Helix ITSM (Remedy)
7.7
ServiceNow IT Service Management
8.3
ITSM reports and dashboards
BMC Helix ITSM (Remedy)
7.9
ServiceNow IT Service Management
8.3

ITSM asset management

BMC Helix ITSM (Remedy)
8.1
ServiceNow IT Service Management
7.6
Configuration mangement
BMC Helix ITSM (Remedy)
8.8
ServiceNow IT Service Management
7.9
Asset management dashboard
BMC Helix ITSM (Remedy)
8.2
ServiceNow IT Service Management
7.7
Policy and contract enforcement
BMC Helix ITSM (Remedy)
7.3
ServiceNow IT Service Management
7.3

Change management

BMC Helix ITSM (Remedy)
8.8
ServiceNow IT Service Management
8.4
Change requests repository
BMC Helix ITSM (Remedy)
9.1
ServiceNow IT Service Management
8.5
Change calendar
BMC Helix ITSM (Remedy)
8.9
ServiceNow IT Service Management
8.3
Service-level management
BMC Helix ITSM (Remedy)
8.5
ServiceNow IT Service Management
8.3

Pros

BMC Helix ITSM (Remedy)

  • 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.
Timothy Sawah | TrustRadius Reviewer

ServiceNow IT Service Management

  • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
  • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
  • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
  • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
Dr Gardiner Jones | TrustRadius Reviewer

Cons

BMC Helix ITSM (Remedy)

  • 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
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

  • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
  • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
  • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
Anonymous | TrustRadius Reviewer

Likelihood to Renew

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 9.0
Based on 6 answers
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.
Shayne Froelich | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 12 answers
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
Anonymous | TrustRadius Reviewer

Usability

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 6.5
Based on 3 answers
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.
Lee Cullom | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 6.5
Based on 11 answers
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
Max Lewenhaupt | TrustRadius Reviewer

Reliability and Availability

BMC Helix ITSM (Remedy)

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 2 answers
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Michael Sypes | TrustRadius Reviewer

Performance

BMC Helix ITSM (Remedy)

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 9.0
Based on 2 answers
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

Support Rating

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 7.9
Based on 12 answers
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.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 8.2
Based on 40 answers
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
Anonymous | TrustRadius Reviewer

Online Training

BMC Helix ITSM (Remedy)

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 1.0
Based on 1 answer
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
Anonymous | TrustRadius Reviewer

Implementation Rating

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 6.6
Based on 2 answers
Satisfied because I didn't have to do it!
Travis Sirmon | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 6 answers
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
Randall Hodgins | TrustRadius Reviewer

Alternatives Considered

BMC Helix ITSM (Remedy)

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.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow is not just a standalone tool, its a complete suite of powerful tools which provide you a framework to develop your ticketing system and the data stored within the ticketing process can be used to analyze and optimize your production environment. Also visual dashboards can be created on this data. Chatbot, Taskboard, Machine learning etc are the other features that differentiate ServiceNow with its peers.
Anonymous | TrustRadius Reviewer

Scalability

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 8.0
Based on 1 answer
Again, always room for improvement, but a very stable product none-the-less.
Travis Sirmon | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes | TrustRadius Reviewer

Return on Investment

BMC Helix ITSM (Remedy)

  • 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.
Mallesh Kanakam | TrustRadius Reviewer

ServiceNow IT Service Management

  • Overall ServiceNow has a positive impact on getting the SLA of tickets down in supporting our customers.
  • One negative impact has been the amount of time to get the product to produce an ROI, it's almost too big to fail and too big to replace. You almost become committed to the product. Good or bad.
  • Another negative impact would be if you track metrics of employees and time tracking, there is a lot of scenarios where engineers will track time on tickets but not get credit for closing them as the assignee function of tickets can only be tied to one user and credits only the engineer who closes the ticket.
  • Another positive impact would be the level of security for permissions and scaling the workloads is robust and you will get out of the system what your team is willing to put in.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

Pricing Details

BMC Helix ITSM (Remedy)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

BMC Helix ITSM (Remedy) Editions & Modules

Additional Pricing Details

ServiceNow IT Service Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

ServiceNow IT Service Management Editions & Modules

Edition
Starting Price$10,000.001
  1. Per Year
Additional Pricing Details

Rating Summary

Likelihood to Recommend

BMC Helix ITSM (Remedy)
8.3
ServiceNow IT Service Management
7.9

Likelihood to Renew

BMC Helix ITSM (Remedy)
9.0
ServiceNow IT Service Management
10.0

Usability

BMC Helix ITSM (Remedy)
6.5
ServiceNow IT Service Management
6.5

Reliability and Availability

BMC Helix ITSM (Remedy)
ServiceNow IT Service Management
10.0

Performance

BMC Helix ITSM (Remedy)
ServiceNow IT Service Management
9.0

Support Rating

BMC Helix ITSM (Remedy)
7.9
ServiceNow IT Service Management
8.2

Online Training

BMC Helix ITSM (Remedy)
ServiceNow IT Service Management
1.0

Implementation Rating

BMC Helix ITSM (Remedy)
6.6
ServiceNow IT Service Management
10.0

Scalability

BMC Helix ITSM (Remedy)
8.0
ServiceNow IT Service Management
10.0

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