What users are saying about
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Top Rated
351 Ratings
47 Ratings
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Score 7.5 out of 100

ServiceNow

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Top Rated
351 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

BMC Helix Remedyforce

This product came with a lot of great functionality right out of the box. It served the needs of a 500+ organization in the U.S. well but required a significant amount of additional time for planning and configuration to properly implement for a global roll out. Much of this time though is not at the fault of BMC, but with planning support strategies and how teams will globally work with one another and share information
Rich Beliveau | TrustRadius Reviewer

ServiceNow

In very large enterprises. ServiceNow can handle a multitude of operations to help with overall IT management. The downside is two-fold: it can get quite clunky at times, and is expensive. While much of it is not intuitive and can be difficult to figure out and use, it has quite a wide range of reporting capabilities. If set up properly with solid process flows, it can be a tremendous tool for IT consumers, technicians and management.
Dr Gardiner Jones | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

BMC Helix Remedyforce
6.3
ServiceNow
8.4
Organize and prioritize service tickets
BMC Helix Remedyforce
6.0
ServiceNow
8.8
Expert directory
BMC Helix Remedyforce
5.0
ServiceNow
8.0
Service restoration
BMC Helix Remedyforce
5.0
ServiceNow
8.1
Self-service tools
BMC Helix Remedyforce
7.9
ServiceNow
8.4
Subscription-based notifications
BMC Helix Remedyforce
6.0
ServiceNow
8.2
ITSM collaboration and documentation
BMC Helix Remedyforce
6.0
ServiceNow
8.7
ITSM reports and dashboards
BMC Helix Remedyforce
8.0
ServiceNow
8.6

ITSM asset management

BMC Helix Remedyforce
7.3
ServiceNow
8.0
Configuration mangement
BMC Helix Remedyforce
8.0
ServiceNow
8.2
Asset management dashboard
BMC Helix Remedyforce
8.0
ServiceNow
8.1
Policy and contract enforcement
BMC Helix Remedyforce
6.0
ServiceNow
7.7

Change management

BMC Helix Remedyforce
7.0
ServiceNow
8.7
Change requests repository
BMC Helix Remedyforce
7.0
ServiceNow
8.9
Change calendar
BMC Helix Remedyforce
7.0
ServiceNow
8.5
Service-level management
BMC Helix Remedyforce
7.0
ServiceNow
8.6

Pros

BMC Helix Remedyforce

  • An admin user is able to quickly create a request definition with all of its components from one screen. We use to have to go to the 7 or 8 different screens to create each piece of the request definition.
  • Ability to update multiple Incidents/Service Requests at once with the update button. This allows essentially an inline edit functionality within Remedyforce.
  • Change management schedule is a great feature as well to be able to see how changes align and what there expected start dates/times are.
Michael Stewart | TrustRadius Reviewer

ServiceNow

  • Web based GUI where we can have drag and drop feature enabled for handling the items
  • Integrates well with third party platforms using REST APIs like monitoring tools to create tickets or Alerting tools to create alarms in case of an event
  • Available as a SAAS solution by ServiceNow hence users needn't worry about the backend infrastructure
Anonymous | TrustRadius Reviewer

Cons

BMC Helix Remedyforce

  • The ability to monitor/regulate the volume of tickets when you integrate with your monitoring software. We have so many items that trigger alerts, creating a ticket for each is somewhat overwhelming. Would like to be able to better control when an incident should be created.
  • Being able to report on Service requests and tasks together would be nice. Right now I have to do it separately as they are in different buckets, so to speak.
  • Remedy console is an improvement from where it started but can still be a cleaner interface for a tech to be able to work out of for their day to day work.
Pauline Mulvey | TrustRadius Reviewer

ServiceNow

  • 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 Remedyforce

BMC Helix Remedyforce 7.5
Based on 4 answers
The total amount of time spent from installation to configuration for a minimal ticketing system was 2 hours. Maintenance and customization for the application can be completed with a great amount of ease. In addition having a customer portal is an added benefit that pays for itself
Joseph Bettio | TrustRadius Reviewer

ServiceNow

ServiceNow 10.0
Based on 12 answers
At the moment, ServiceNow provides the best offering in the space and our customers are very happy with their current portals. We recently conducted an ROI review of the ServiceNow product with a client that was very favorable to the product. We keep our options open, but as of right now, we don't see a reason to change.
Akil Franklin | TrustRadius Reviewer

Usability

BMC Helix Remedyforce

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 10.0
Based on 7 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 Remedyforce

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 10.0
Based on 1 answer
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 Remedyforce

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 9.0
Based on 1 answer
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

Support Rating

BMC Helix Remedyforce

BMC Helix Remedyforce 8.0
Based on 1 answer
They care about your success.
Phil Medina | TrustRadius Reviewer

ServiceNow

ServiceNow 8.3
Based on 18 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 Remedyforce

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 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 Remedyforce

BMC Helix Remedyforce 7.0
Based on 1 answer
Learning industry best practices or gaining insight on them from either BMC or an implementation partner would have saved some headaches we faced after roll-out.
Phil Medina | TrustRadius Reviewer

ServiceNow

ServiceNow 10.0
Based on 3 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 Remedyforce

We chose Remedyforce primarily because of what it had to offer (even in its infant stage) and because it was leveraging a platform that we were very familiar with (Salesforce). We had evaluated similar products AFTER the purchase and it made us realize that we definitely made a wise decision.In the past 3 years, I have seen several other ITSM tools and they do not come close to what BMC have created with RemedyForce.
Mike Leveiller | TrustRadius Reviewer

ServiceNow

ServiceNow seems to be able to scale as large as you would like it to and outpaces the competition as far as ease of licenses and growth. While it is clunky it really allows you to drill down to the smallest workflow or permissions to really allow the system to build around your environment. Other products seem to want to push you towards templates or more of the "wizard" style set up.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

Scalability

BMC Helix Remedyforce

No score
No answers yet
No answers on this topic

ServiceNow

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

Return on Investment

BMC Helix Remedyforce

  • Remedyforce has allowed us to eliminate other solutions that provided similar features. By now using one true ITSM we have been able to save money which in higher education is always a concern.
  • The reports and dashboards allow for a birds-eye view of our daily operations and provide managers and executives the information they need to make important cost saving decisions.
Robert Rose | TrustRadius Reviewer

ServiceNow

  • ServiceNow has positively impacted ROI as it has improved the efficiency of request handling.
  • It has had the positive impact of allowing our organization to standardize on one ticketing tool eliminating a number of others.
  • A negative impact on ROI has been the licensing cost of ServiceNow. Being the premier ticket management system, it definitely has the price tag to match.
Anonymous | TrustRadius Reviewer

Screenshots

ServiceNow

Pricing Details

BMC Helix Remedyforce

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

BMC Helix Remedyforce Editions & Modules

Edition
Pricing60.001
  1. per user, per month
Additional Pricing Details

ServiceNow

General

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

ServiceNow Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

BMC Helix Remedyforce
6.0
ServiceNow
8.4

Likelihood to Renew

BMC Helix Remedyforce
7.5
ServiceNow
10.0

Usability

BMC Helix Remedyforce
ServiceNow
10.0

Reliability and Availability

BMC Helix Remedyforce
ServiceNow
10.0

Performance

BMC Helix Remedyforce
ServiceNow
9.0

Support Rating

BMC Helix Remedyforce
8.0
ServiceNow
8.3

Online Training

BMC Helix Remedyforce
ServiceNow
1.0

Implementation Rating

BMC Helix Remedyforce
7.0
ServiceNow
10.0

Scalability

BMC Helix Remedyforce
ServiceNow
10.0

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