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

By: jason

jason — Sat, 25 Jun 2011 22:30:37 +0000

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.

By: siva

siva — Thu, 26 May 2011 19:10:05 +0000

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

By: The ITSM guy

The ITSM guy — Mon, 28 Mar 2011 16:53:50 +0000

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.

By: Venkat

Venkat — Mon, 11 Jan 2010 05:30:46 +0000

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

By: Renato

Renato — Sun, 10 Jan 2010 23:11:41 +0000

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

By: Paul Crugman

Paul Crugman — Thu, 03 Sep 2009 01:02:38 +0000

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.

By: Greg

Greg — Mon, 17 Aug 2009 15:36:29 +0000

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.

By: Rhett Glauser

Rhett Glauser — Mon, 10 Aug 2009 23:32:00 +0000

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

By: junaebah

junaebah — Mon, 03 Aug 2009 06:16:42 +0000

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

By: Christina Pappas

Christina Pappas — Thu, 30 Jul 2009 16:15:16 +0000

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.