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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
8.0
Reviews Sentiment
6.8
Number of Reviews
34
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 March 2025, in the IT Asset Management category, the mindshare of BMC Remedy is 5.9%, down from 7.1% compared to the previous year. The mindshare of ServiceNow is 23.3%, down from 27.8% 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

"It had automation, orchestration, service level management, and event management. You could also integrate it for auto-remediation."
"The solution's technical support is good."
"It's an exceptionally robust and seamlessly integrated solution that has greatly facilitated our operations."
"The most valuable feature of BMC Remedy is to take administrative access of a user."
"The toolset is mature, easily integrable with various technologies due to its maturity, and has great scalability."
"It has a good peer sharing module."
"The incident management console is available out of the box."
"This product is good because it allows us to receive proper responses to business emails anywhere and anytime. It helps in effective communication with employees. The solution is stable. The product is scalable. The initial setup is straightforward. I recommend BMC Remedy, especially for its automation capabilities."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"Very easy to implement and to respond to my clients' needs."
"Makes ticket information easy to access."
"ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform."
"It uses a common base of data and allows different types of records to pull from that same base of data."
"It's a straightforward and effective approach that minimizes the need for extensive explanations."
"It is user-friendly and simple to use."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
 

Cons

"The tool is very old."
"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."
"There is room for improvement in integration with various platforms. The support services should be improved. The response time from the support team should be faster."
"The solution is very expensive."
"Continuous improvement is recommended."
"The interface is obsolete."
"The tool's GUI is an area of concern where improvements are required."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
"Creating service catalog forms could be made easier."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task."
"Its stability and pricing need improvement."
 

Pricing and Cost Advice

"The tool is expensive."
"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 licensing model of BMC Remedy Asset Management should improve. It is expensive and it is difficult to understand."
"With the product, you can either go for a yearly or a perpetual licensing model."
"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."
"BMC should decrease the pricing further."
"It is an expensive tool."
"The solution is expensive."
"We are happy with the pricing."
"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."
"It has a higher cost compared to local/regional solutions."
"The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."
"The price of this solution is expensive."
"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs."
"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."
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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
47%
Financial Services Firm
8%
Computer Software Company
8%
Government
6%
Educational Organization
28%
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.
841,004 professionals have used our research since 2012.