Service-now, a possible alternative for BMC ITSM light users.

July 29th, 2009 by Venkat



Ya I know BMC has Self-Service desk which is the lite version, but this may be another highly light weighted browser based IT services tool which is totally easy and simple to use. I was wondered when I found this company is owned by former CTO of Perigrene Inc.(a.k.a. Remedy Owners for little time).  I have seen the demo and should say its simple and clear, even non technical person can understand what he needs to do in order to get things done.

The Service-now.com IT Service Management Suite is designed to help streamline IT operations internally and with your user community. Rich in functionality and entirely browser based, the IT Service Management Suite offers:

  • Employee Self-Service portal
  • IT Employee User interface
  • Management Reporting and Dashboards

In there own words:

What is Service-now.com?
Service-now.com is a role based, web-native, best of breed IT Service Management application that takes full advantage of the web to deliver ITIL Service Management and ITIL Extended Service Modules to a browser on a desk top.
ITIL Service Management Modules include:
Incident Management
Configuration Management
Problem Management
Change Management
Release Management
Service Catalogs
Service Level Agreement Management
Other modules include:
Reporting, Dashboards and Online Analytical Processing (OLAP)
IT Asset Contract Management
Regulatory Compliance
These are the core set of disciplines that enable a company to manage the use of their corporate IT assets. Everything from restoring service to tracking assets to capturing data that assists in minimizing outages to insuring that changes to the environment are well documented and non-disruptive.
Service Extensions include:
Employee Self-Service
Knowledge Management and News
Service extensions are part of managing the expectation of, communicating with and empowering the end user community as well as general management of the IT infrastructure. Bottom line, the more the user can do effectively without the assistance of IT staff, the more able IT is to respond to the revenue producing requirements of the business.

What is Service-now.com?

Service-now.com is a role based, web-native, best of breed IT Service Management application that takes full advantage of the web to deliver ITIL Service Management and ITIL Extended Service Modules to a browser on a desk top.

ITIL Service Management Modules include:

  • Incident Management
  • Configuration Management
  • Problem Management
  • Change Management
  • Release Management
  • Service Catalogs
  • Service Level Agreement Management

Other modules include:

  • Reporting, Dashboards and Online Analytical Processing (OLAP)
  • IT Asset Contract Management
  • Regulatory Compliance

These are the core set of disciplines that enable a company to manage the use of their corporate IT assets. Everything from restoring service to tracking assets to capturing data that assists in minimizing outages to insuring that changes to the environment are well documented and non-disruptive.

Service Extensions include:

  • Employee Self-Service
  • Knowledge Management and News

Service extensions are part of managing the expectation of, communicating with and empowering the end user community as well as general management of the IT infrastructure. Bottom line, the more the user can do effectively without the assistance of IT staff, the more able IT is to respond to the revenue producing requirements of the business.

Check it out for yourselves:

Demo of ITSM services

To login to a live demonstration instance of Service-now.com, simply select a role from the below list. Enter the corresponding user name and password into the login fields. It’s that easy!

How to Log in –

Role:

User Name:

Password:

The System Administrator admin admin
An employee in the IT department itil itil
An employee that does not work in the IT department employee employee

The advantages of this tool will be like no worry about installation, updates, maintainence, reporting, and backup and many more other things which we face when using ITSM modules. The downside of this will be lack of high customizations or custom built applications and few more things which we can get done by BMC tools :).

Considering the cost involved in implementing a new helpdesk or any IT related softwares, the cost of hardware, software, resources, maintainence, upgrades and time spent Service-Now has the edge over all these.

Reported by:

Venkat

Source: service-now.com

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16 comments

  1. Hi Venkat,

    I thought you’d be interested to know that we replace BMC Remedy in customer accounts more than any other competitive product. This is logical as Remedy is the market share leader and 800 lb. gorilla, but it also points to the fact that Service-now.com is not an ITSM “lite” product.

    Service-now.com targets enterprise ITSM programs and we have many of the largest, most complex companies in the world using our product.

    Also, we would put the ability to customize Service-now.com up against Remedy customization any day. Even more important, it is much easier to customize a Web app than a client / server app. Also, customizations are preserved through upgrades with Service-now.com.

    Here is a link to the Service-now.com wiki home page: http://wiki.service-now.com/index.php?title=Main_Page You’ll see an entire section of pages focused on advanced customization.

    Thanks for posting about us. Best regards,

    Rhett
    Service-now.com

  2. remedy75 says:

    Hi Rhett,

    You may not like the post because I called it a “lite” version of ITSM, I just spoke my mind and it may not be in best interests of your marketing team :)

    I will look up the wiki page this weekend and try to make post soon about it. Can you please clarify what do did you mean by ” we would put the ability to customize Service-now.com”

    Regards,
    Venkat

    PS: I have seen the demo and found many interesting things with service-now, I think its allways good to have a competitor in the market which keeps the technology moving forward.

  3. Doug says:

    I sure will look it up for a possibility
    Thanks for the post

  4. J Chapin says:

    We’re a NYC financial services company replacing Remedy with Service-now, due to go live in September. We no longer have a staff of engineers dedicated to Remedy, and our users are very excited about getting a product that was designed this century! Besides, BMC support is the worst I’ve ever seen, and Service-now is a hungry company!

    Edited by Author
    Note: Please dont use this blog for marketing service-now and bashing BMC because its the leader in the market.

  5. Hi Venkat,

    We have also replaced BMC Remedy in customer accounts and this is primary due to 2 reasons. The 1st being a comment made by Rhett; Remedy has saturated the market and newcomers to the space are highly likely to obtain the opportunity to replace this legacy solution. The second is the removal of customization (and the costs associated with this). As I am sure you are aware, the ITIL process does not govern customization. In fact, the ITIL best practices model endorses automation and a process that should not require customization. If the tool is built for ITIL and delivered that way, where does the need for customization come in? When did customization become a must-have?

  6. remedy75 says:

    Hi Pappas,

    Nice to know your views, but I think customizations are needed in any environment, ITIL may define the best practices which are followed all over the world, but as you know from your experiences requirements for each client varies and thus the need for customization arises.

    We need to understand that even BMC doesn’t advice to customize everything and anything on OOTB modules, the reason i believe BMC allowed customizations is to give the flexibility to the applications to serve the needs of the clients.

    And its funny that you said the first reason for using service-now is a point made by Rhett, which is “Remedy is the market share leader and 800 lb. gorilla”, which is not very compelling to me atleast.

  7. Let me re-phrase…I did not endorse the switch from Remedy to Service-Now. Simply stated that any vendor (new or old) within the help desk space that is seeking to expand their footprint will run into a Remedy environment.

    We have multiple clients that do not require any customization to their service desk. But I will agree that large, enterprise organizations may have such a unique environment that they mandate the ability to customize.

    • jason says:

      With all-due respect, you seem as if you font know much about Itsm, Christina.

      In fact, you made a true assessment but ended up at the wrong conclusion.

      Smaller companies don’t have as much segregation of duties, so would be less likely to use oob functionality, thus requiring more customization and agility, something which bmc prevents by forcing the company to bend to fit the tool.

      bmc reps themselves told us we had to make our processes fit the tool, stressing this is due to bmc having built-in business rules based on itil.

      Well, itil is essentially a model suggestion, not governed by certification.

      service-now is intuitive, highly customizable, attractive, scalable and powerful.

      We’re switching currently, so that’s my early take on it. Every single time I ask ‘can an do this?’ they say yes, then show me! bmc never once showed us how to make even the most minor of customization.

  8. junaebah says:

    Great post, I found it useful in this blog…thanks

  9. Hi Venkat,

    To clarify my comment about Service-now.com customization. I am saying that Service-now.com is just as customizable as Remedy and architecturally more efficient.

    Many of our current customers customized their Remedy implementation to the point of version lock. In other words, they could not upgrade the application without a complete reimplementation of the new version and building the customizations again from scratch.

    Instead of “upgrading” Remedy, they found it easier to switch to a modern SaaS ITSM application.

    I agree with your statement that ITIL is prescriptive…a good starting point. Every customer implementation is different and, especially in enterprise environments, customization will be necessary. I blog about this issue here: http://community.service-now.com/blog/rglauser/1636

    You’ve created solid discussions on your blog. Keep it up.

    Best regards,

    Rhett Glauser
    Service-now.com
    http://twitter.com/rglauser

  10. Greg says:

    I have one more concern over SaS applications, the control of data is most important to any company, but with these type of services it will be tough choice to put companies valuable data in to third partry hands. The other thing is privacy and secrecy of the customers will be at risk if someone onthe support side plays it wrong.

  11. Paul Crugman says:

    Cloud and Virtualization will never be main scale, similarly SaaS will not lead the IT market. The only reason is no one likes to wear the same design or same flavor, and no two companies have same requirements.

    I wish all the best for all SaaS companies

    Paul.

  12. Renato says:

    Hi there,
    I’ve deployed a service-now implementation, I can say that it’s a very good product, it’s easy to customise and has powerful capabilities.
    However, Remedy still provides an enterprise architecture that can’t be replaced by SaaS platforms. If we compare Remedy to SAP and other applications, we’ll notice that even though most applications have been made available via web years ago, companies still need to have a reliable, enterprise centric application platform that will support their businesses without depending on a third party provider.
    Of course that many companies will find easily to outsource their applications – not only ITSM, but CRM, ERP even their desktop productivity suite (google docs among others).
    The question will always be around privacy, control and ownership of your best asset: information.
    Organisations that seek lower cost of ownership and doesn’t care that much about privacy or complex integration capabilities will eventually migrate to Saas solutions, not only Service-now, but the ones based on ARS shared platforms, among others available in a variety of price ranges, from ZenDesk to Remedy as a service.

    Regards,
    Renato

    • Venkat says:

      Hi Renato,

      It’s true that Remedy is a platform and not a tool and most people forget that very easily and doesn’t understand the core concepts and architecture which leads false conclusions.

      Saas may be the future, but it will be to only few who are willing sacrifice few things to gain no responsibility of maintenance of their applications.

      Venkat

  13. The ITSM guy says:

    Hi Venkat
    Wanted to also offer a different perspective from this side of the house since many people when refering to “Remedy” have a frame of reference from several years back, e.g. a Remedy 5 or 6 installation.

    The Remedy of today is not what is was several years back. Yes it still has alot of the parts that people like, the Remedy ARS system for example. The current versions of Remedy ITSM, v7.6.03 and .04 offer a great web exeprience, easy to install ( less than an hour) and also come in SaaS.

    Everything you need comes OOTB and if you have to customize something, the new 7.6.04 release has a feature to bring those customizations forward easily.

    If you have not seen it, stop by our site and take the Remedy OnDemand for a test drive. If you think your company cannot utilize the power in Remedy, then perhaps the new Remedyforce Cloud solution with Service Desk and full ITSM better fits the bill.

  14. siva says:

    Can you provide a much detailed comparison of Service now vs BMC Remedy , please

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