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BMC Remedy vs ServiceNow comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jan 12, 2025

Review summaries and opinions

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

Categories and Ranking

BMC Remedy
Ranking in IT Asset Management
3rd
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
33
Ranking in other categories
License Management (1st)
ServiceNow
Ranking in IT Asset Management
1st
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
216
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 February 2025, in the IT Asset Management category, the mindshare of BMC Remedy is 6.2%, down from 6.9% compared to the previous year. The mindshare of ServiceNow is 23.7%, down from 27.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Asset Management
 

Q&A Highlights

it_user96999 - PeerSpot reviewer
Aug 21, 2014
 

Featured Reviews

Ameet Darole - PeerSpot reviewer
Offers automation, orchestration, service level management but lacks AI-based rules
BMC Helix is the upgraded version and incorporates many new ways of working for service operations. It's a significant improvement. Helix offers analytics, AI-based rules, a smart digital console, and workflow management. Remedy doesn't have these features. That's a significant difference. BMC Helix seems to be a strong competitor to ServiceNow, while Remedy wasn't at the same level.
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.

Quotes from Members

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

Pros

"The solution helps us manage, escalate, and solve incidents."
"The product has excellent support for remote and hybrid environments."
"It has a good peer sharing module."
"The toolset is mature, easily integrable with various technologies due to its maturity, and has great scalability."
"The solution's technical support is good."
"The tool's automation features are fully capable, especially for IT automation. The asset management capabilities meet expectations."
"The solution is extremely user-friendly."
"The most valuable BMC Remedy Asset Management are the dashboards and reports for the CIO."
"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."
"ServiceNow is easy to use and has a user-friendly interface."
"The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."
"ServiceNow provides quite good insights about what is happening in the organization."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."
"In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
 

Cons

"The tool can be expensive for mid-market businesses, making it an area that can be considered for improvement by BMC Remedy."
"Integration and deployment could be better. It could be easier and faster to integrate and deploy. It would also help if we could have a 360-degree view. It would be better if they changed it to a SaaS type of offering, which is becoming the standard."
"The tool is very old."
"Could be more user friendly for admins to manage."
"There is room for improvement regarding the customization as it tends to lag in terms of flexibility, particularly in comparison to competitors."
"BMC Remedy's change management module needs enhancement."
"One area that requires improvement is the prevention of duplicates or data inconsistencies in the system."
"When it comes to CMDB, to be able to manage the data, you have to have Atrium integrator, another integrated tool."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"Their cloud management is also not that great compared to other products."
"It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee."
"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."
"There is a need for bug or error tracking in ServiceNow."
"The capital expenditure neeed to get the tool up and running is extensive."
"The ability to embed help information onto the screens."
"One thing I don't care for is the reporting and the way it functions."
 

Pricing and Cost Advice

"BMC no longer sells Remedy separately. They've transitioned to selling the BMC Helix platform. Remedy itself is nearing end-of-support."
"Pricing is expensive compared to lower-end solutions, but it's on par with ServiceNow."
"The product is costly. On one to ten points, where one is cheap and ten is expensive, I rate the product's price as nine."
"The licensing model of BMC Remedy Asset Management should improve. It is expensive and it is difficult to understand."
"The pricing is in-between. It's not too cheap, and it's not too expensive. For a large organization, it's worth it. But for a smaller one, it might be a bit costly."
"It is an expensive tool."
"The pricing is on the expensive side."
"With the product, you can either go for a yearly or a perpetual licensing model."
"Getting the solution up and running is expensive."
"I have found the solution very expensive."
"The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."
"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."
"The solution is expensive."
"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."
"ServiceNow's pricing is comparatively higher than Helix's."
"The platform offers a free trial, by providing a free developer instance once you sign up."
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Answers from the Community

it_user96999 - PeerSpot reviewer
Aug 21, 2014
Aug 21, 2014
Thank you everyone ... we have select Cherwell as their customer service seems to be on top of things... Will post a review soon enough
2 out of 5 answers
it_user84762 - PeerSpot reviewer
May 8, 2014
Hi Lawrence. I work at Agiloft, and we use our own Service Desk solution. We have several customers successfully using Agiloft for higher education IT service management, including Texas A&M and Cal Poly. Agiloft is completely customizable with no coding required - all customization is done using an easy drag-and-drop GUI. It's available as both an on-premise solution and SaaS, and includes modules for Asset Management, Customer Support, Integrated Chat, and more, with no additional per-module cost. You can learn more at www.agiloft.com, or google "Agiloft reviews" to find plenty of thorough, 5-star reviews of our product, including several from our higher education customers. Hope this helps! Good luck!
it_user104424 - PeerSpot reviewer
May 8, 2014
1. Which software are you using and how do you find the software? Service Now, very useful. Is it easy to use and customizable? Yes. If so, how can we customize it? Forms, fields are easy to setup; business rules – java scripts, api. 2. What software did you use before the one you are currently using and did it offer a way to import existing tickets from your old system to your current one? CA and BMC. We did not import old tickets into the current systems. We imported assets. Change, Incidents, Request start from fresh. Old data was exported and kept as retention. 3. What about/How does licensing costs/work? Only IT roles are payable. As educational institutions face financial pressures, what are the costs and flexible options for payment? Cloud based subscription – based on usage. 4. Is your software on-premise and cloud/hosted/SaAS models? SAAS 5. Are you using any other of their modules/product offerings? If so, which ones? Catalog, Service Desk – incidents, problem, request, Change, Asset, CMDB, Discovery, KB, SDLC 6. What is it about the software that you like? Easy to use What is it that you dislike? Ease of version upgrades are managed but require testing for many hotfixes, some issues are moved to enhancement request within the platform and needs to move to the next version for resolution. Reporting is not as good for trending etc. However, OOB reports can be easily created with existing views. More scripting solutions should be made available to provide greater functionality. 7. What is it that you like about their company and support? Have timezone support with ease of ticket creation. What is it that you dislike? Some problems moved as next release enhancements; manual creation of MIBS / updates for discovery creation of correct models. No able to detect stack switches out of the box 8. Does your software have asset management (desktop, mobile, app and network), a solutions wiki? a help/chat ticketing system? etc. ITAM yes but has not moved onto SAM. Mobile not captured; workstations, servers, applications, business services, network are captured. Service Now discovery is very good as it is agentless but still need to be tweak to ensure proper creation especially on newer equipment and stack switches. 9. Has anybody used Cherwell? ServiceNow? FrontRange? BMC Track-IT? Service Now
 

Top Industries

By visitors reading reviews
Educational Organization
49%
Financial Services Firm
8%
Computer Software Company
8%
Government
6%
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 needs improvement with BMC Remedy Asset Management?
Maybe the network automation aspects need improvement. They should have adopted cloud technology earlier. Also, improvements in pricing, particularly the licensing models, which weren't dynamic and...
What is your primary use case for BMC Remedy Asset Management?
In the case I was involved with, the customers appreciated the user-friendliness and the integration capabilities of BMC Remedy.
What do you like most about BMC Remedy Asset Management?
The service management features are beneficial – very good.
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

Remedy Asset Management
No data available
 

Overview

 

Sample Customers

Scripps Networks
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 Remedy vs. ServiceNow and other solutions. Updated: January 2025.
838,640 professionals have used our research since 2012.