Comparing Remedy vs ServiceNow in 2023: Pros and Cons

In the ever-changing world of IT service management, choosing the right solution can be daunting. With numerous options on the market, how can businesses ensure they make the right choice? Remedy vs ServiceNow and BMC Remedy/Helix are two frontrunners in the ITSM landscape, but which one is the best fit for your organization? In this insightful comparison, we’ll explore their key features, benefits, and real-world feedback to help you make an informed decision. Let’s dive in!

Short Summary

  • Compare ServiceNow and BMC Remedy/Helix in 2023 for their features, benefits, cost effectiveness & user feedback from Gartner Peer Insights.
  • Consider company size & infrastructure, budget & pricing plans when selecting an ITSM solution.
  • Integrate both platforms with integration tools to improve collaboration and customer satisfaction.

Understanding ServiceNow

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ServiceNow, a leading cloud-based platform, has become a game-changer in the service management industry. Designed for businesses that strive for agility and flexibility, ServiceNow offers a comprehensive suite of ITOM, ITSM, and other business domains, including HR, Customer Support, and Legal. With minimal configuration requirements and automated upgrades, ServiceNow has earned a reputation for simplifying service desk, technical support, and process automation.

However, ServiceNow may not be the perfect fit for organizations with a vast number of ticketing requests, as categorizing tickets requires specific tags, which, if omitted, may lead to delays. Despite this, ServiceNow ITSM is an adaptable and customizable platform, known for its CMDB functionality and catalogue feature, making it convenient for IT professionals to monitor and track their tasks and workflows.

Key Features

ServiceNow’s primary characteristics involve the perfect blend of machine learning and workflows, which facilitates change management and digital transformation, creating a modern and connected organization. ServiceNow provides comprehensive ITSM capabilities. These include Incident Management, Problem Management, Change Management, Configuration Management and Service Catalog capabilities.

This robust platform not only automates IT service management processes, but also offers a self-service portal for users, seamlessly integrating with multiple vendors and third-party applications. ServiceNow’s well-rounded features cater to the diverse and specific needs of businesses, ensuring they have the tools to excel in today’s fast-paced service management industry.


By implementing ServiceNow ITSM solutions, organizations can experience increased productivity, automation of workflows, cost savings, and streamlined processes. Its comprehensive platform enables service desk operations to be easily defined, structured, managed, and automated, leading to cost reductions and improved efficiency.

Furthermore, ServiceNow empowers IT organizations to establish a more efficient operating model, deliver a seamless user experience, and offer flexibility. This adaptability allows IT organizations to quickly respond to customer demands and provide a higher quality of service while encouraging teams to be more agile and businesses to be more flexible when managing different request types.

Exploring BMC Remedy/Helix

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In contrast, BMC Remedy/Helix is an on-premise and cloud-based platform for IT Service Management (ITSM) that leverages Artificial Intelligence (AI) to streamline problem management and display cross-functional service information in a visual format. Focused on optimizing user experience and harnessing the power of AI to enhance problem management, BMC Helix ITSM is a strong contender in the whole service management software industry.

BMC Helix ITSM offers its users a user-friendly design, quick and accurate search capabilities, multiple workflow triggers, and automation options, as well as report templates to facilitate reporting. However, it’s essential to note that customizations and integrations with other systems for newer versions of BMC will incur additional costs for users.

Key Features

One of the most notable features of BMC Remedy/Helix is its ability to manage the entire lifecycle of IT assets, reduce service downtime with context-based anomaly detection, and utilize advanced analytical software to expedite service issue resolution, thereby increasing efficiency. These features are critical in today’s digital workplace, where seamless asset and problem management are crucial for businesses to thrive.

While ServiceNow also offers incident management, asset management, and service catalog capabilities, BMC Remedy/Helix stands out with its predictive service management feature, allowing organizations to be proactive in addressing potential issues and ensuring smooth service delivery.


BMC Remedy/Helix boasts a comprehensive suite of ITSM tools with robust integrations to other BMC tools and built-in ITAM. Its cognitive automation capabilities can significantly improve service desk productivity, up to 45%.

Moreover, BMC Remedy/Helix offers centralized, single-pane of glass management across multi-cloud environments, enhancing visibility and control of IT operations. These benefits lead to more satisfied agents and customers by automating workflows, handling frequent issues, generating custom reports and visualizations, and providing an enterprise-level tool employed worldwide for service management and routing of incidents.

ServiceNow vs BMC Remedy: Key Comparisons

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ServiceNow and BMC work together. Helix are both cloud-based ITSM platforms with extensive capabilities, such as automating workflows and managing service level agreements. However, they differ in some aspects. BMC. Helix focuses on ease of use, while ServiceNow stands out with its CMDB functionality and catalogue feature. In terms of delivery models, BMC Remedy utilizes a SaaS delivery model, while ServiceNow mostly employs a PaaS model.

When it comes to third-party integrations, ServiceNow’s platform is designed for easy integrations and has active community support, whereas BMC Remedy does not officially permit or list any third-party integrations. VMware and Cisco have developed integrations for BMC Remedy. These integrations can be acquired by paying an additional cost.

Automation and Workflow Management

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Comparing the automation and workflow management capabilities of ServiceNow and BMC Remedy/Helix, we find that ServiceNow is more comprehensive and customizable, making it suitable for organizations with complex ITSM requirements. On the other hand, BMC Helix ITSM is simpler to configure and utilize, catering to organizations that do not require extensive customization capabilities.

While ServiceNow provides on-demand configuration changes, BMC Remedy requires prior approval from the BMC Change Advisory Board before any on-demand configuration changes can be implemented. This distinction highlights the difference in flexibility between the two platforms, with ServiceNow being more adaptable to specific needs.

Integration and Compatibility

In terms of integration and compatibility, ServiceNow is renowned for its straightforward implementation and integration capabilities, while BMC Remedy/Helix is more comprehensive but also more rigid in terms of deployment. This difference in integration capabilities may play a critical role in deciding which platform is a better fit for an organization’s specific needs.

ServiceNow’s wide-ranging features and tools make it an attractive option for businesses looking to seamlessly integrate with other systems. In contrast, BMC Remedy/Helix’s focus on ease of use and AI-enhanced problem management may be more appealing to organizations that prioritize user experience and streamlined workflows.

Making the Right Choice: Factors to Consider

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When choosing between ServiceNow and BMC Remedy/Helix, it’s crucial to consider factors such as company size and infrastructure, service requirements, budget and pricing, customization and adaptability. Each platform has its strengths and weaknesses, so understanding your organization’s specific requirements will help you make the right decision.

To gain additional insight into the real-world experiences of users, Gartner Peer Insights is an invaluable resource. For instance, reviews praise BMC Helix for being customer-focused and user-friendly, but note slow issue resolution and poor cross-platform integration. As of February 17, 2023, ServiceNow has no reviews in this category.

Company Size and Infrastructure

The complexity of the ITSM solution required for your organization should be a significant factor when choosing between ServiceNow and BMC Remedy/Helix. ServiceNow’s comprehensive and customizable platform is ideal for organizations with complex ITSM needs, while BMC Helix ITSM’s simpler configuration and utilization make it suitable for businesses that do not require extensive customization capabilities.

The magnitude and breadth of your company may also play a role in your decision. Large enterprises with intricate systems and processes may lean towards ServiceNow’s extensive features and tools, while smaller organizations that prioritize user experience and streamlined workflows may find BMC Remedy/Helix more fitting.

Budget and Pricing

When evaluating the pricing models of both cloud based solutions here, it’s essential to consider your organization’s specific needs and determine which platform offers the most cost-effective solution. To make an informed decision, assess the pricing plans of both platforms and determine which one is more economical for your organization’s requirements.

Keep in mind that additional costs may be associated with upgrades and integrations for newer versions of BMC Remedy. These additional expenses should be factored into your decision-making process when comparing the two platforms.

Customization and Adaptability

Customization and adaptability play a crucial role in choosing the right ITSM platform for your organization. ServiceNow provides numerous customization options, with simple configuration tools such as the ability to generate custom fields, forms, and workflows, catering to organizations that require a highly customizable platform.

In contrast, BMC Remedy/Helix, while simpler to configure and use, may not offer the same level of customization options as ServiceNow. This factor should be carefully considered when deciding which platform is best suited to your organization’s specific needs.

Real-World Feedback: Gartner Peer Insights

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Gartner Peer Insights is a platform that provides reviews and ratings from verified users of technology products and services, offering valuable insight into the experiences of real-world users. According to Gartner Peer Insights, ServiceNow has an overall rating of 4.3 stars based on 1780 reviews and is noted to be more feature-rich than BMC Remedy/Helix.

BMC Helix Remedyforce, on the other hand, has garnered limited reviews but has been commended for its tracking capabilities and simplicity in configuration and use compared to ServiceNow. These real-world reviews can provide additional context when deciding between the two platforms.

Positive Reviews

Gartner Peer Insights reviews praise BMC Remedy/Helix for its customer-centricity, ease of use, and proactive monitoring and maintenance, which help avert critical issues. The focus of BMC Helix on optimizing user experience and leveraging AI to improve problem management has been well-received by users, contributing to its positive reputation in the industry.

In contrast, ServiceNow’s comprehensive suite of features and tools has earned it a higher overall rating on Gartner Peer Insights. Users appreciate the platform’s adaptability, user-friendliness, and extensive capabilities, making it a strong contender in the service management industry.

Areas for Improvement

Despite positive reviews, there are areas for improvement in both platforms. Users of BMC Remedy/Helix have experienced inconsistencies and lack of integration across modules, time-consuming issue resolution, and difficulties working with back-end teams, often necessitating escalation.

On the other side by side comparisons hand, although ServiceNow has no specific areas for improvement mentioned in Gartner Peer Insights reviews, it’s essential to weigh the platform’s strengths and weaknesses against your organization’s specific needs to make an informed decision.

Integrating ServiceNow and BMC Remedy

For large enterprises using both ServiceNow and BMC Remedy/Helix, integrating the two platforms can be a powerful solution. This integration can be achieved easily with a no-code integration automation platform like ZigiOps, improving cross-team collaboration, and business results.

By integrating ServiceNow and BMC Remedy, organizations can experience streamlined workflows, faster issue resolutions, and improved customer satisfaction. This integration removes silos and manual processes that can cause delays, facilitating quicker resolution of critical issues.

Integration Tools

Various integration tools are available to seamlessly integrate ServiceNow and BMC Remedy/Helix. These tools include outbound POST type REST APIs for communication between the two platforms, integration platforms with data filtering cloud version control, and connectors from the Tray Platform or SynQ for enterprise-grade integration.

These integration tools not only enable effortless data exchange between ServiceNow and BMC Remedy/Helix, but also simplify the tracking of ITSM incidents and provide a high level of data filtering control, ensuring that only relevant information is transferred between the two platforms.

Benefits of Integration

Integrating ServiceNow and BMC. Remedy offers significant advantages, such as enhanced cross-team collaboration, faster issue resolutions, and improved customer satisfaction. It eliminates silos and manual processes that can cause delays, streamlining workflows and facilitating quicker resolution of critical issues.

By capitalizing on the strengths of both ServiceNow and BMC Remedy/Helix, organizations can achieve a more efficient and effective IT service management solution, ensuring that they stay ahead of the curve in today’s rapidly evolving service management industry.


In conclusion, both ServiceNow and BMC Remedy/Helix offer powerful solutions with their unique strengths and weaknesses. By carefully considering factors such as company size and infrastructure, budget and pricing, customization and adaptability, organizations can make an informed decision on the best platform for their needs. Integrating these two platforms can further enhance their capabilities, providing a comprehensive and efficient IT service management solution that caters to the ever-evolving demands of today’s digital landscape.

Frequently Asked Questions

What is difference between remedy and ServiceNow?

The primary difference between Remedy and ServiceNow is their delivery models. Remedy operates on a SaaS model, using apps while ServiceNow uses a PaaS approach, enabling customers to customize applications within the cloud environment.

Both have their own advantages, but customers should carefully evaluate each system to ensure it meets their business needs.

What is the difference between BMC Remedy and ServiceNow?

BMC Remedy and ServiceNow provide IT Service Management solutions, however each have their own advantages. BMC is easier to set up and use, with simpler reporting knowledge management capabilities.

ServiceNow, on the other hand, offers more sophisticated features like ticket routing and surveys in its advanced reporting and options. Ultimately, both solutions offer valuable tools for efficient IT Service Management and the choice between the two should depend on the company’s individual needs.

What are the big differences between ServiceNow and BMC Remedy?

ServiceNow and BMC. Remedy are both IT service management tools, but they offer different features and capabilities. ServiceNow is feature-rich with sophisticated ticket routing and survey capabilities within service reporting, whereas BMC Remedy is more straightforward and simpler to setup and use.

Both have their benefits depending on the user’s needs.

Is BMC Remedy an ITSM tool?

Yes, BMC Remedy is an ITSM tool. It is single cloud platform that enables organisations to automate the ITIL process and create service tickets that can be tracked throughout the service delivery chain. With features such as problem management and root cause analysis, it provides a comprehensive platform for organisations to manage their ITSM needs.

What are the big differences between ServiceNow and BMC Remedy?

ServiceNow offers a cloud-based architecture, flexible, workflow automation platform, and modern self-service capabilities, while BMC Remedy is an on-premise IT service management suite.

The former also provides better scalability and accessibility than the latter. Overall, ServiceNow is much more suited to today’s digital workplace than BMC Remedy.