Since ServiceNow totally varies their rates depending on customer geography, number of users etc, it's very hard to suggest what would be price of professional services, ongoing development, and customizations, etc. If this is just for estimation purpose for a proposed…

I agree with majority of your comments. However, you should know that ultimately Service Now has started doing few things the way BMC used to do and vice versa :-) E.g. Service Now training and certification process was relatively simple and affordable initially (which was…

Dear Nyall That was a good and useful review! Thanks! One observation: You mentioned - Clients should therefore be aware that there is a need for in-house administrators/developers. This may be reduced if the SaaS option is selected. I believe you refer to…

Dear Pascale Definitely a useful review! We have a major customer on 8.1 SP2 version and we are in process of upgrading to Remedy 9.1 SP4 version. I agree that it can be quite painstaking process to upgrade and one really needs to invest in strong hardware in order to truly…

Dear David I am highly interested in understanding what key advantage you felt in using Service Now compared to BMC Remedy ITSM? What are the areas that Service Now struggles compared to Remedy? As per my experience, Service Now is great where a given organization is…

Hello What sort of comparison information you need can you please elaborate more? Possibly I or someone in my organization can surely help you out. We can't simply compare these products but also need to look at the context of what kind of implementation are you looking…

Hello I keep hearing from many people that BMC products are not "easy to use". But it is something very subjective and also depends a lot on how the end user community has been trained or oriented to use this relatively vast and complex suite. Definitely there is a learning…

Dear Valery Since you have given a feedback about support, I would like to understand what kind of support packages were offered by Service Now to you (not expecting financial numbers of course - but other information)? Typically product vendor would try to do things in…

Useful review. FEW queries - a) When you talk about growing to 1000 cases, do you mean 1000 incidents/requests per day? b) Are you using the CMDB and how are you populating it if yes? What discovery mechanism is being used? Regards, Jeevan

Overall I can agree with many things you have mentioned with some differences. Customer Service and Support is very strong as long as you are covered by "Premier Support" otherwise it is rather difficult to get things resolved at a decent pace. But then, that is very much…

Hello Christine From your review comments I understand that you are using on-premise Remedy and not Remedy-On-Demand variant. Is this correct? How many environments do you have (e.g. Dev, Test, Pre-prod, Prod etc)? Which modules are you using (e.g. Incident, Problem,…

Hi there I could not resist but comment on this part of what you mentioned :-) ................ The best part about these products is that it can be easily twisted and tweaked without compromising any of the underlining fundamental components, adding immense value to…

There are of course alternatives for ITSM applications but any large enterprise which also wants significant customization and have lot of data security concerns would find BMC Remedy as a suitable platform - especially in its On Premise variant On cloud though it has…

Hi there Yes, 9.X version has removed the Flex UI which proved troublesome from various perspectives as far as I know. I partially agree with your comments about first and second level support people. It depends to whom you get routed to - varies a lot from agent to agent.…

Hi Rahul Thanks for your response. Technically there is nothing stopping any kind of organization from going to BMC Remedy ITSM. Having said that, in reality, smaller organizations and even medium ones are worried about the costs involved with BMC solutions even though it…

Hi A nice review. I am interested in knowing how practically good is the Service Impact Management kind of capabilities of S-Now? I haven't had in-depth look at S-Now hence this question. E.g. let us say a specific network router is going down then which machines will be…

I have answered this before but adding more comments because I see multiple one sided views being expressed. Though I specialize in BMC, I have neutral view of it I had raised a question on IT Central Station that there is a lack of proper academic research about comparison…

Hello Frankly, it is difficult to give a very straight forward answer there. What is the version you are using? Is it still supported by BMC Software? Is BMC offering you any sort of loyalty discount to stay on this or another BMC product such as Remedy ITSM? Are you…

I agree with majority of the points mentioned by Joe But I do have some difference of opinion. Deployment Issues: Just to be clear, there can be different types of deployments. One is the first big bang deployment - when you roll out the whole application as it is…

@ Ranjith Thanks a lot for your response. What I am looking for is not a recommendation for a set of conditions - I am looking for real on the ground comparison of multiple tools against same standard set of requirements. You have suggested BMC R-O-D - so what will happen…

@ Stephan Hey, I am well aware that nothing comes for free and that is exactly why I feel it is a valid question! Every consultant - that includes me as well - gives very vague answers for this kind of question and you as well as Laura above have given similar answers - and…