HCL BigFix vs. ServiceNow IT Operations Management

HCL BigFix is well-suited:

1. Patch Management for Diverse Devices: HCL BigFix is ideal for organizations with a diverse range of devices, including laptops, desktops, cloud, virtual machines, and mobile devices. Its endpoint management functionality enables seamless patching across various operating systems such as Windows, MacOS, ChromeOS, and Linux.
2. Comprehensive Patch Management: With HCL BigFix, organizations can achieve comprehensive patch management across their IT infrastructures. It ensures that all endpoints, regardless of the operating system, receive timely and secure patches, reducing vulnerabilities and enhancing overall security.
3. Troubleshooting and Monitoring: HCL BigFix excels in providing a dashboard that effectively displays problematic and functional machines. This feature allows IT teams to quickly identify and address issues, improving overall troubleshooting efficiency.
   However, there are some scenarios where HCL BigFix may be less appropriate or areas for improvement: 1. Coverage Expansion: It is important for HCL BigFix to continue expanding its coverage to include all possible resources installed within the IT infrastructure. Ensuring comprehensive coverage can enhance its effectiveness. 2.On-Site and OS Upgrades: Optimizing the process of on-site and operating system upgrades can help streamline the deployment process further. Improvements in this area would contribute to a smoother and more efficient upgrade experience. 3.Communication Speed: Enhancing the speed of communication between the HCL BigFix agent and the server can help improve the overall responsiveness and efficiency of the solution.
4. Pricing Optimization: Adjusting the pricing of HCL BigFix to be more cost-effective would make it more accessible and attractive to organizations of different sizes and budgets.

[...] is changing the way our internal support staff (not only in the IT field) work and enhancing the experience for employees seeking IT assistance through ServiceNow IT Operation Management. We have moved the usual and personalized IT tools and functions from [...] service-desk to ServiceNow IT Operations Management. These advancements have sparked innovation in various aspects of our IT support management, such as enhancing accessibility, managing incidents, optimizing IT workflows and procedures, enforcing service level agreements (SLAs), incorporating AI/ML technology, utilizing virtual agents, streamlining automation, and sharing knowledge throughout the support team via data visualization, monitoring, and reporting. In brief, our collaboration with ServiceNow IT Operations Management is enhancing the effectiveness of our internal system and benefiting our shared clients.

Incentivized

• Software inventory.
• Patch deployment.
• Patch review.

Incentivized

• In platform expertise and workflows, so we don't allows have to build everything from scratch.
• Tight integration within ServiceNow (especially ITSM) but also brings information and data in from other sources, so I don't feel we are stuck in a proprietary hole.
• Increased investment in AIOps and automation
• Relatively fast time to value with out-of-the-box capabilities and automation.

• The patching function is difficult for RedHat Linux servers, and can be improved.
• The site configuration and access control appears to be cumbersome.

Incentivized

• With the introduction of AIOps, we hope triaging outage impact can become more proactive
• The UI could be greatly enhanced and simplified for daily operations
• ServiceNow API access licenses are usually very limited bottlenecking use cases to build dashboards out from it

Incentivized

We achieved in financial what we are aiming for, as our targets are fulfilled, we solved many issues using ServiceNow, Creation of knowledge article improved, Ticket system got customized, overall survey from the customer is 4 out of 5, customization is done without any hustle and integration was very easy.

Incentivized

Recently we noticed the customer service on the support has dropped compared to when we first deployed the software.

Incentivized

We have significantly enhanced our ability to patch desktops, including laptops, desktop, cloud, virtual machines and other mobile devices used by end-users. BigFix's endpoint management functionality allows us to seamlessly patch a wide range of operating systems, such as Windows, MacOS, ChromeOS, and Linux systems, ensuring comprehensive patch management across IT infrastructures. We have established a track record of delivering secure and hassle-free patching solutions to our clients

We wanted it integrated with ITSM and ITBM. Prioir to that we used JIRA for agile development and SysAid for ticketing. So we started with converting SysAid. We went live with Vanilla ITSM. Then we could have a basis for ITOM. However, we needed to migrated from JIRA to ITSM. Only then we felt mature enough to examine ITOM, which required quite a lot of resources. You need networking, motoring, IT and Cyber security team members in your project!!

Incentivized

• When there is a need to patch a Windows System it has worked

Incentivized

• Makes it MUCH easier to understand impact between application and server
• Makes it easier to understand impact from a change and what all it affects

Incentivized