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BMC Helix ITSM Logo
9,693 views|6,315 comparisons
ServiceNow Logo
53,091 views|33,606 comparisons
Featured Review
Find out what your peers are saying about BMC Helix ITSM vs. ServiceNow and other solutions. Updated: November 2021.
552,027 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.""The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer.""What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure.""BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product.""We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us.""It's a very integrated solution.""It has the power to automatize several different tasks in the ITSM world.""This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."

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"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows.""I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs.""You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider.""What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards.""It is robust and very user-friendly.""The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks.""I prefer ServiceNow to the competition because of its ease of use, installation and configuration.""In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."

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Cons
"In the next release, I would like to see AI used for classification or categorization.""They could be more responsive to feedback from their community board.""Log in process is unnecessarily complicated.""Some parts of the solutions are using the old interface.""I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself.""To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming.""The reports need improvement, it is not a good functioning tool.""It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."

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"In an upcoming release, there should be more administration tools.""Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task.""I would like to see more functionality in terms of custom workflows, not impacting the overall platform health.""The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version.  The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience.""They need to be providing vendors and implementation partners with materials and guidance on implementation.""The solution is lacking in the mobile application area that could be improved.""Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement.""When it comes to changing some of the features, I would like a little more leeway."

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Pricing and Cost Advice
"If you are looking for some kind of professional services form the OEM then you would have to purchase that.""I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually.""It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more.""BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting.""It is too expensive for a small business."

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"The mandatory minimum is US$ 20,000 for licensing.""$230 per user.""It is very expensive because it is a big organization. You have to pay for additional things.""The licenses are expensive.""We are happy with the pricing.""There are licensing fees.""I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware.""The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."

More ServiceNow Pricing and Cost Advice »

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Questions from the Community
Top Answer: BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product.
Top Answer: It would be great if BMC could integrate some new solution — something like DevOps — and improve the smart reporting features. Plus, I would like to see the BMC add advanced DWP features and… more »
Top Answer: Most of our customers use ITSM for incident, problem, and change management, and BMC gives them a complete solution.
Top Answer: Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
Top Answer: For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise.
Top Answer: For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees.
Ranking
3rd
out of 55 in Help Desk Software
Views
9,693
Comparisons
6,315
Reviews
11
Average Words per Review
482
Rating
7.6
1st
out of 55 in Help Desk Software
Views
53,091
Comparisons
33,606
Reviews
58
Average Words per Review
598
Rating
8.1
Comparisons
Also Known As
Remedy ITSM, Remedy, Helix Remedy
Learn More
Overview
BMC Remedy is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.

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.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

IT Central Station users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

Offer
Learn more about BMC Helix ITSM
Learn more about ServiceNow
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Top Industries
REVIEWERS
Computer Software Company22%
Financial Services Firm15%
Manufacturing Company15%
Comms Service Provider11%
VISITORS READING REVIEWS
Computer Software Company36%
Comms Service Provider13%
Government9%
Financial Services Firm5%
REVIEWERS
Financial Services Firm17%
Computer Software Company15%
Manufacturing Company10%
Healthcare Company10%
VISITORS READING REVIEWS
Computer Software Company30%
Comms Service Provider15%
Government8%
Financial Services Firm7%
Company Size
REVIEWERS
Small Business22%
Midsize Enterprise20%
Large Enterprise58%
VISITORS READING REVIEWS
Small Business19%
Midsize Enterprise21%
Large Enterprise60%
REVIEWERS
Small Business19%
Midsize Enterprise13%
Large Enterprise68%
VISITORS READING REVIEWS
Small Business20%
Midsize Enterprise15%
Large Enterprise65%
Find out what your peers are saying about BMC Helix ITSM vs. ServiceNow and other solutions. Updated: November 2021.
552,027 professionals have used our research since 2012.

BMC Helix ITSM is ranked 3rd in Help Desk Software with 12 reviews while ServiceNow is ranked 1st in Help Desk Software with 61 reviews. BMC Helix ITSM is rated 7.6, while ServiceNow is rated 8.2. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". BMC Helix ITSM is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo, SCSM and Cherwell Service Management, whereas ServiceNow is most compared with Pega BPM, Microsoft PowerApps, ManageEngine ServiceDesk Plus, Appian and JIRA Service Management. See our BMC Helix ITSM vs. ServiceNow report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.