Confusion and lack of data is what I see when I see people talking about what is the best solution for IT Service Desk solution.
In one side we have BMC Remedy the stronger solution of the market and on the other side we have ServiceNow as the emergent solution that is being trendy right now.
We have to separate apples from pears, neither Remedy is died neither ServiceNow is the magic solution that will solve all your troubles.
- BMC has maintained its position as a global leader in the IT service desk/IT service support management market.
- BMC licenses three enterprise-oriented ITSSM products:
- 1.- BMC Remedy ITSM Suite,
- 2.- BMC FootPrints Service Core (licensed perpetually on-premises)
- 3, BMC Remedyforce (licensed in the SaaS model)
- Customers of Remedyforce and FootPrints that desire broader BMC capabilities currently do not have the same integration experience across all products in the BMC ITOM portfolio.
- It has grown rapidly by targeting organizations as an IT service desk/ITSSM replacement solution.
- ServiceNow was the first vendor to the ITSSM market with SaaS at scale with initial, ITIL-based incident, problem, change and configuration management automation requirements.
- ServiceNow’s ITOM solutions are sold as additional products primarily aimed at adding value to ITSA by improving the visibility of the infrastructure environment. This is a market difference.
- There is already a good network of developers, administrators, and partners that can build applications over the ServiceNow platform. These extensions to the core solution can be done via certified integrations and partnerships. Take care with the decision to extend the core solution, analyze deeply the investment required and the TCO.
- The license model is clear for simple combinations, when you are combining the requirements and making them complex changes to pricing models have confused prospects and some customers, study this in detail.
- On-premises customers pay the same as SaaS customers, even though they cover the hosting directly but do not benefit from automatic upgrades.
At the time of analyzing your situation I suggest to:
First, what main functionalities do you require? Take a look to this table,
Third, determine readiness for a broader IT operations management tooling strategy,
- Do I want to just cover IT Operations processes? Can I do it?
- Do I want to cover IT Operations processes and extend to other IT processes or business processes? Can I do it?
- Do you already have a BMP solution and it’s working fine?
Lean toward Remedy when a matured operational processes is in place and you want to align IT operations management tooling strategy beyond ITSSM with the support of a tool.
Lean toward ServiceNow when plans and requirements extend broader use of forms and workflow-based applications that support non-IT needs.
Remain open to using both Remedy and ServiceNow as respective mini-suites, an approach taken by many large, complex and mature infrastructure & operational organizations.
Perform a detailed analysis of the licensing approaches for all options to understand the short and longer-term total cost of ownership (TCO) specific to your organization.