ServiceNow v/s BMC Helix ITSM

OVERVIEW:

BMC: BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even.

ServiceNow: ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates. ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

SAMPLE CUSTOMERS:

BMC: Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

ServiceNow: AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat and Royal Bank of Scotland.

BMC Pros and Cons:

Pros:

1. Customer support is always fantastic and willing to help. No matter what time of day we have a problem.
2. The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial
3. We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing
4. Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports.
5. It provides a good user experience
6. BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available

Cons:

1. The dashboard can be better.
2. Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools
3. There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view
4. From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs
5. We have experienced outages, because some other customers did something on the same cluster that we share
6. The search feature and the dashboard could both be improved.

ServiceNow Pros and Cons:

Pros:

The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far

1. It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers
2. Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data.
3. ServiceNow is a very powerful tool that can perform a lot of different functions.
4. It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform
5. I really like what they've done with their common service data model because now I can make a connection between the business process and technology

Cons:

1. It is annoying that ServiceNow keeps on changing back to version every six months
2. The solution is lacking in the mobile application area that could be improved
3. The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations

Pricing and Cost Advice

BMC:

1. It is costly, but it is well worth it
2. If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost.
3. It is too expensive for a small business
4. If you are looking for some kind of professional services form the OEM then you would have to purchase that

ServiceNow:

1. The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify
2. It has a higher cost compared to local/regional solutions
3. ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform
4. ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably.