ServiceNow vs BMC Helix ITSM Comparison

Ease of access.. Easy to integrate with third party tools. Ticket management is sleek. SLA Feature is great

Really nothing I can say , if you compare with BMC remedy . SNOW is just awesome..

Service now is part and parcel of our ITSM system over the years. We have migrated from other vendors to Service now.Its very critical for IT enterprise to handle incidents, requests and to daily business as usual activities .Its also Critical for reporting metrics to management on a periodic basis. Service now also provides robust usage through Service now anywhere web interface. It just provides ease of use anywhere in a remote work setup for the larger team.

Service now customer support can be improved.

This is one the good SaaS product available in the market for ITSM. Its easy to manage and support is also very good.

This is very expensive once all initial discount is over.

I've been using this application for the past few years, and I think the real-time alarm triggering and search functionality are outstanding. If the data we need is in the app's database and is configured, we can use it to find it quickly.

I haven't yet come across anything that I can point to as a negative aspect of this app. Nothing that I can think of that would make this app less desirable.

It have Selfserve option like serviceNet and different ITSM modules where Users can select required option and go for their ITSM needs without struggling for technical team. It gives ability to user to create their own report and dashboards for better visualizations and daily reporting.

It require VPN connection within company premise due to policies. Its difficult to manage it through mobile devices.

The best feature I liked about its workflows, the way it is implemented in a backend process for tasks, approvals , and autopopulating required fields etc are signs of great features. Also its integration service that allows clients about their stages of requests. Also in problem tasks the way it creates a RCA ti avoid further incidents count on as great features of ServiceNow.

The SLA is what I dislike because there are some tasks that require greater time than the expected time also in catalog items in variable type as multiple choice if we want to hide a choice it is not possible and requires DOM scripting because of which in future relaeses of new versions it could create an issue.

ServiceNow helps us devise catalog requests, workflows, tasks, incident, change, event and numerous other ITSM related functions. Allows basic customization

Complex reporting is impossible Development possibilities are limited for customers Documentation needs to be improved

To rack incidents, problem management , change management in proper way. Also we can create knowledge base articles in ServiceNow platform. We can add service catalogue based on our requirement.

I couldn't feel any difficulties so far.

Service now makes integrating workflow automation easy. I am able to carry out multiple IT Service management activities, ranging from incident management to Change management. it helps to aid accountability, you are able to view the work effort of each employee and the time it takes for incidents to be resolved in line with SLA. With Service now, I am able to view all task and incidents raised to my team at every particular point in time, assign them to appropriate team for resolution and also follow up on resolution. It also provides a platform where i am able to identify trends and recurring issues. The dashboard allows me to view all related activities at a glance, for me it is the best ITSM tool .

From NON -IT user perspective, it is difficult to work around the platform, it needs etxra training to educate users on how to use it. Asides that it is a great ITSM tool.

With its recent integrations of automation and chatbots, ServiceNow is way ahead of time and technology. It's lightweight UI and easy to implement features makes SNOW standout across its ITSM peers.

The tool offers varieties of developments but needs more expertise on implementation and effectiveness.

I have used a lot of systems for ITSM over my career, and ServiceNow is the only one that has never made me want to pull out my hair. It's fast, reliable, and easy to use.

The cost of the software can be prohibitive. With free options like SCSM around, ServiceNow could stand to drop some of the costs of subscriptions.

A brilliant ITSM tool and available as SaaS. The licensing mechanism is based on the fulfiller and approvers . The cost per licenses is a bit high for a fulfiller and hope service now can bring it down a bit. The best modules are :- Incident management , Change Management , Problem Management and CMDB.

The upgrades , every 6 months are something that always keeps us on our toes. secondly it Whatsapp and telegram can be integrated with service Now...

I used to deal with HPE/MicroFocus tools which are great, however with ServiceNow service you can build entire ITSM services in a very good way and easier and customize it as you need to meet your org need.

It is not very easy to deal with especially it you are new to ServiceNow UI The trainings are very expensive if you dont have a good deal for it, it will costs a lot.

Proper managing of incidents to respective teams with 3 tier architecture starting from Help Desk Efficient management of system changes with agile methodology through proper state transition until deployment Categorization of CIs based on CI class and their relationship like Application, Database Instance, Servers

System performance can be far better on node restarting OOB baseline does not support some level of access control for change which it should have Changes created by “Copy Change” can not be tracked separately Can have more option of customizing service portal in configuration based way rather than angular Reporting on Standard Template field values should be more user friendly

ServiceNow really helps us to manage our customer and IT services from end-to-end. We make use of the ITSM, ITBM, IT Asset management, and CMDB features. Together all these features help us manage our clients, our services, and our assets. There really is so much one can do with the software and once users start adopting this, it really makes such a big difference to how IT can assist the business. Even our other teams like finance started to use it as well now.

In terms of Backend Setup, ServiceNow does take some configuration to work really well, and this might not be an easy task for someone without previous experience.