BMC-Helix-ITSM-vs-ServiceNow-ITSM

BMC Helix ITSM (formerly Remedy) and ServiceNow IT Service Management (ITSM) are cloud-based ITSM platforms designed to help IT departments manage service requests, resources, and configuration items. BMC Helix ITSM is generally simpler to use and set up, while ServiceNow ITSM has more customization options and configuration management database (CMDB) features. 

On TrustRadius, both platforms are used primarily by enterprise-level organizations, whose IT needs and budgets are substantial enough to warrant complex, comprehensive ITSM solutions.

Features

Although both BMC Helix ITSM and ServiceNow ITSM are highly flexible and configurable to meet a business’s needs, they each have a few unique advantages.

BMC Helix ITSM is designed with ease of use in mind. Tickets are easy to modify and view at all stages of the submission process, and the incident search function is quick and accurate. The platform includes multiple options for workflow triggers and automation, such as automatically recording a ticket’s solution to a knowledge base visible to both users and IT employees. BMC Helix ITSM’s report templates help make reporting simple and fast, especially if users need to generate similar reports regularly.

ServiceNow ITSM offers an extremely detailed platform, with a high level of flexibility and customization. It excels in its CMDB functionality, giving users detailed searching, filtering, and interdependency options. Users who need to create many similar tasks appreciate its “shopping cart” feature that allows them to configure multiple tasks with repeated information and make necessary tweaks before submitting them all with a single click. The individual overview makes it easy for each user to see which tickets are assigned to them and gauge their workload.

Limitations

Despite the strengths of each platform, BMC Helix ITSM and ServiceNow ITSM have a few limitations as well.

Overall, BMC Helix ITSM doesn’t offer the same level of detail as ServiceNow ITSM. Its CMDB management and interface options aren’t as powerful, and some users wish for more configurable service level management (SLM) options. Its reporting templates may make it easy to generate standard reports, but those reports may not be as granular as users like. Some customers have also experienced slowdowns when generating and exporting reports.

Individuals using ServiceNow ITSM, on the other hand, can get bogged down by its intricate configuration possibilities. If the platform is not carefully set up by experienced professionals, the resulting system can be clunky, frustrating for new users, and ill-equipped to meet a company’s needs. Some businesses have had to hire external consulting firms to assist with implementation or to re-configure the platform. ServiceNow ITSM is also expensive to begin with, but it can get even pricier. The vendor charges additional fees for some services and features, like advanced customer support and integrations with applications like Microsoft Teams.

Pricing

Both BMC Helix ITSM and ServiceNow ITSM offer pricing via a customized quote from their sales and implementation teams. Interested buyers can contact each vendor for pricing information.