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ServiceNow vs. Remedy: Choosing the Right ITSM Solution

April 15, 2024 eye-glyph 78

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    ServiceNow and Remedy are two popular ITSM platforms. According to Apps Run The World, ServiceNow has a 40.01% market share in the IT Service Management sector. BMC Remedy, on the other hand, has a market share of 16.7% (Source: enlyft).

    Collectively, ServiceNow and Remedy held 56.71% of the market share in the ITSM industry.

    These two are highly popular ITSM tools that can help you manage all aspects of the ITSM lifecycle. However, when choosing between ServiceNow vs Remedy, organizations often need help.

    In this blog, you will learn about how ServiceNow ITSM and Remedy stack up against each other, so you can make informed decisions about which one is best for your business needs.

    Let’s get started with a brief overview of these two.

    ServiceNow and Remedy: An Overview

    ServiceNow ITSM is a cloud-first platform that brings processes, practices, and tools needed to manage and deliver IT services. It was introduced in 2004 by Fred Luddy with the vision of simplifying work experience for regular people.

    BMC Remedy is an on-premise IT service management platform. It has evolved into BMC Helix ITSM, a modern service management solution that can be used in both on-premise and cloud configurations.

    Remedy was founded in 1999 and later acquired by Peregrine Systems, Inc. in 2001. Peregrine Systems sold Remedy to BMC Software in 2002 and since then it has continued to work as a subsidiary of BMC Software.

    ServiceNow vs Remedy: How are They Similar?

    As said earlier, the most common similarity between Remedy and ServiceNow is that both are powerful ITSM platforms. Both have a single CMBD (Configuration Management Database) that is a single source of reference for all the IT services.

    Here is an overview of the similarities between BMC Remedy and ServiceNow;

    FeaturesServiceNow ITSMBMC Helix ITSM
    ITIL 4 CertifiedYesYes
    Generative AIYesYes
    Knowledge ManagementYesYes
    Incident ManagementYesYes
    Problem ManagementYesYes
    Omni-Channel Self-Service CapabilitiesYesYes
    Change ManagementYesYes
    Drag-and-Drop Workflow CustomizationYesYes
    Asset ManagementYesYes
    Release ManagementYesYes
    Service Request ManagementYesYes
    Service Level ManagementYesYes
    Service CatalogYesYes
    Mobile AppYesYes

    ServiceNow vs Remedy: What’s the Difference?

    Let’s find out how ServiceNow and Remedy are different from each other. We have compared these ITSM platforms on different aspects to help you choose the right ITSM for your business.

    Deployment

    As said earlier, ServiceNow is a cloud-first platform that is hosted on the cloud and can be accessed from any device, anywhere with an internet connection.

    BMC Helix ITSM offers both on-premise and cloud deployment models. This enables you to select the ideal deployment model that best aligns with your business needs.

    User Experience

    User experience is the most important factor in ServiceNow vs Remedy comparison. An ITSM platform with good experience is more likely to be adopted by a team. Additionally, it boosts productivity as users spend less time learning how to use the platform, and more working on it.

    According to Gartner Peer Insights, ServiceNow scored a 4.2 rating in terms of user experience. BMC Helix ITSM has a 3.9 rating.

    ServiceNow has consumer-like self-service portals enabling users to request IT services, track progress, and find solutions for level-one issues themselves. Also, ServiceNow’s portals are designed using a modular UI that emphasizes eliminating the complexities involved in IT services.

    BMC Helix ITSM also provides seamless and intuitive user experiences. It has a micro-service-based portal that enables the users to find the solution for level-one problems on their own.

    Customization

    Every organization has unique processes and workflow, thus customization enables you to ensure that the ITSM tool you choose is in perfect sync with your business.

    In this BMC Remedy vs ServiceNow comparison, we’re going to compare different customization opportunities available with each platform.

    ServiceNow ITSMBMC Helix ITSM
    Customization opportunitiesServiceNow has a wide range of customization possibilities. It allows the customization of ITSM solutions to meet your organization-specific needs without changing their baseline coding.BMC Remedy also allows the customization of solution behaviors according to your business needs using the Developer Studio. It uses AR System Overlays to implement customization to objects without changing the original code.
    User interface customizationWith the help of UI policies, Flow Designer, and other capabilities, ServiceNow allows you to customize the workspace experience to meet audience-specific needs and deliver a personalized experience. Furthermore, it has WYSIWYG (What You See Is What You Get) enabling the users to make customization and see the results immediately.It allows you to customize Helix ITSM service’s color scheme, icon, company logo, and background to meet your organization’s needs. It also allows complex customization through the Developer Studio.
    Customization guidanceIt provides comprehensive guidance to promote business smart customization. With best practices and recommendations for customization mechanisms, it reduces the customization complexities, and technical debt associated with it.BMC Remedy also provides guidelines around the customization of ITSM solutions.
    Low-code/no-code customizationServiceNow has been recognized as the leader in low-code or enterprise no-code development platforms. It has low-code or no-code tools to allow you to customize the platform with drag-and-drop functionality to meet your needs.Helix ITMS also offers you both codeless and code-based methods for customization. However, complex integration requires knowledge of programming languages.
    ResponsibilityAny customization made to ServiceNow is the responsibility of the user to maintain it.Helix ITSM also doesn’t hold the responsibility of customization.

    Integration

    Integration capabilities of ITSM software ensure that all the IT processes and infrastructure are connected enabling informed decision-making.

    Here is a detailed comparison of BMC Helix ITSM and ServiceNow ITSM to find out which one has better integration capabilities;

    ServiceNow ITSMBMC Helix ITSM
    Integration capabilitiesIt is known for its wide range of integration capabilities it offers.Helix ITSm also enables the integration of the various systems with the platform.
    Ease of integrationIt has a simple process for the implementation of integration. Also, it guides for successful integration.
    It receives a 4.1 rating from Gartner for its ease of integration
    The ease of integration varies per the complexity of the integrated system.
    It receives a 3.9 rating from Gartner for ease of integration.
    Technologies and methodsIt uses different tools and technologies for integration such as;

    • REST API
    • LDAP
    • JDBC
    • Excel, CSV, Email
    • SOAP
    It uses the following tools and technologies;

    • APIs
    • Web services
    • C and Java APIs
    • LDAP
    • ODBC
    No-code integrationServiceNow allows integrations with various systems and platforms using GUI (Graphical User Interface) instead of coding.It also has no code integration capabilities, with limitations.
    Custom integrationIt enables you to develop custom APIs to integrate ITSM with third-party applications. These custom integrations are highly customizable to tailor integration to specific business needs.Helix ITSM also enables custom integration capabilities but lacks support REST API support
    Pre-built integrationServiceNow has IntegrationHub which has more pre-built integration spokes that facilitate the seamless integration between ServiceNow and other systems.BMC Helix ITSM also has pre-built integration for integration with platforms such as Jira, AWS, Salesforce Service Cloud, etc. However, these pre-built integration has limitations.
    Integration supportServiceNow offers support for integration.BMC Helix ITSM also has a support system for integration.

    Automation Capabilities

    Automation reduces the manual labor involved in IT services, ultimately reducing the operational cost. Here is a detailed comparison of ServiceNow vs BMC Helix ITSM automation capabilities to help you find out which one is better.

    ServiceNow ITSMBMC Helix ITSM
    Cognitive automationIt uses machine learning and artificial intelligence to automate essential business processes.It also uses machine learning and AI, but it is more centered on predictive service management.
    Auto classificationIt automatically classifies the items based on predefined rules and criteria such as type, price, vendor, or any other custom criteria.It classifies the incidents, tickets, and incoming emails automatically.
    RoutingUsing machine learning it can automatically route the requests to the correct group.Helix ITSM also automates the routing of incidents to the right agent.
    Change managementIt integrates with DevOps to automate the change management process, eliminating the manual efforts, and scope of errors.
    Furthermore, it also automates the advisory board meetings with the CAB workbench to speed up the change management process.
    It integrates with TrueSight Server Automation to automate the process of creating and approving change requests.
    Virtual agentServiceNow has a virtual agent powered by generative AI that can automate the resolution of issues. It automatically routes the customer queries to chatbots that understand the issue and provide appropriate responses.Yes, BMC Helix ITSM also has a virtual agent

    Scalability

    As your business grows, the need for IT grows. Therefore, an ITSM tool should be engineered to be adept according to your business needs.

    ServiceNow is a cloud-based platform that supports a range of deployment sizes. From Startups to large enterprises, ServiceNow can be used by all sizes of businesses. Furthermore, ServiceNow has modules (building blocks) that can be added as per the needs. This means you can start with the module you need, and add more modules as your business grows.

    BMC Helix ITSM on the other hand is offered in four different categories according to system usage such as compact, medium, small, and large. According to your usage, you can choose a category that best meets your needs. If your usage exceeds these categories, you can discuss with the Helix ITSM support team to seek help.

    Price

    Pricing is one of the most important factors to consider when choosing an ITSM tool. ServiceNow ITMS has three different pricing plans; Standard, Pro, and Enterprise. The pricing for each plan is estimated based on the business requirements. You can have discussions with the ServiceNow consultants to get an estimate of the cost.

    BMC Helix ITSM pricing is also determined by the careful evaluation of your business requirements. So when it comes to ServiceNow vs Remedy cost, they both have custom quote options specific to your business requirements.

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    ServiceNow vs Remedy: Which One to Choose?

    The best approach to selecting between ServiceNow and Remedy is evaluating your requirements. For example, if you’re looking for an ITSM tool with on-premise deployment, then BMC Helix ITSM is the best option. The other way around, if you’re looking for a platform that has easy scalability, and modular architecture that supports your business growth at every stage, then ServiceNow makes the right choice.

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