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BMC Helix Discovery vs ServiceNow comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 18, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
8.2
BMC Helix Discovery saves time, boosts ROI by 314%, enhances efficiency, and reduces costs through automation and optimization.
Sentiment score
6.9
ServiceNow enhances efficiency, reduces costs, and improves ROI with automation and streamlined processes, providing long-term organizational value.
BMC Helix Discovery has delivered a very good return, and we cannot stop using it at this moment.
The return on investment is good when implementing for ourselves and for other clients.
 

Customer Service

Sentiment score
6.5
BMC Helix Discovery's customer service receives mixed reviews, with praise for expertise but criticism on response times and resolutions.
Sentiment score
7.0
ServiceNow's customer service is generally praised, but technical support experiences vary and rely on community resources.
The response has been satisfactory, though improvements could be made in response time and overall competence.
The support is exemplary and deserves a perfect rating.
Most of the support comes from partners, and customers heavily rely on them.
I have contacted them four to five times over the past two years, and they have been quite helpful.
 

Scalability Issues

Sentiment score
7.7
BMC Helix Discovery offers adaptability for cloud and on-premise deployments, with mixed reviews on scalability and usability.
Sentiment score
7.4
ServiceNow is highly scalable, integrates well with systems, and offers flexibility, making it ideal for diverse organizations.
It is capable of vertical scaling with no issues.
 

Stability Issues

Sentiment score
7.6
BMC Helix Discovery is highly stable and reliable, praised for security, enterprise management, despite minor upgrade issues.
Sentiment score
7.7
ServiceNow is highly stable with minimal disruptions, often due to external factors, offering reliable SaaS performance and support.
ServiceNow is already a stable tool.
ServiceNow is stable enough.
 

Room For Improvement

Users seek BMC Helix Discovery enhancements in integrations, scalability, user-friendliness, customization, cloud capabilities, and technical support.
ServiceNow users seek improvements in interface, navigation, pricing, documentation, mobile functionality, support, updates, and third-party integrations.
I would like to see a lower price and better technical support.
There is a need for bug or error tracking in ServiceNow.
Their customer support could make it a great solution, not just product support but also their relationship with partners and training initiatives in different regions.
There are sometimes challenges with the portal being a bit confusing for new users.
 

Setup Cost

BMC Helix Discovery offers competitive pricing but has complex licensing, requiring careful alignment of use cases with budgets.
ServiceNow's pricing is higher than competitors, suited for large enterprises but challenging for smaller companies due to cost complexity.
The price is about twelve per license per year, and the support is included.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow is expensive for all regions.
 

Valuable Features

BMC Helix Discovery provides fast, agentless deployment, intuitive interface, superior application modeling, integration, and AI-driven insights for asset management.
ServiceNow excels in customization, integration, and user-friendliness, offering versatile workflows, ITIL processes, and strong community support.
This is very useful for compliance as it helps in audits by providing a comprehensive view of all assets and software.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
The most valuable features of ServiceNow for me are its ticketing and reporting capabilities.
 

Categories and Ranking

BMC Helix Discovery
Ranking in IT Asset Management
2nd
Average Rating
8.6
Reviews Sentiment
7.1
Number of Reviews
26
Ranking in other categories
No ranking in other categories
ServiceNow
Ranking in IT Asset Management
1st
Average Rating
8.6
Reviews Sentiment
6.9
Number of Reviews
217
Ranking in other categories
Help Desk Software (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
 

Mindshare comparison

As of April 2025, in the IT Asset Management category, the mindshare of BMC Helix Discovery is 8.7%, up from 7.9% compared to the previous year. The mindshare of ServiceNow is 22.6%, down from 27.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Asset Management
 

Featured Reviews

Shirish Kamalapurkar - PeerSpot reviewer
Very stable, fast, and powerful with valuable inventory management features
Our company uses the solution as an inventory tool for customers. The solution discovers your infrastructure and lets you know what servers and network devices are on it. It gives you details about applications, hardware, and software such as how they are connected and the dependencies between…
Somnath Kand - PeerSpot reviewer
Custom integration and reporting lead to efficient ticket management
There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.
report
Use our free recommendation engine to learn which IT Asset Management solutions are best for your needs.
848,716 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
18%
Computer Software Company
18%
Energy/Utilities Company
8%
Manufacturing Company
8%
Educational Organization
27%
Computer Software Company
10%
Financial Services Firm
10%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about BMC Helix Discovery?
I like the artificial intelligence and machine learning that it uses in the solution. Because once the solution discovers all the assets, all the infrastructure, and all the dependencies between se...
What is your experience regarding pricing and costs for BMC Helix Discovery?
The price of BMC Helix Discovery is licensed by asset. It is challenging to maintain licenses, as every piece of equipment is considered a license. We pay attention to the growth of assets. The pri...
What needs improvement with BMC Helix Discovery?
I would like to see a lower price and better technical support.
Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
 

Also Known As

Discovery, ADDM, Atrium Discovery & Dependency Mapping
No data available
 

Overview

 

Sample Customers

Windstream Communications, News UK, Mercator Group, Wageningen University and Research Centre (WUR)
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Find out what your peers are saying about BMC Helix Discovery vs. ServiceNow and other solutions. Updated: April 2025.
848,716 professionals have used our research since 2012.