ServiceNow vs. Remedy: A Comprehensive ITSM Comparison

In today’s rapidly evolving business landscape, selecting the right IT Service Management (ITSM) solution is pivotal to streamline operations and boost productivity. ServiceNow and Remedy (BMC Remedy) are two heavyweight contenders that frequently top the list for organizations aiming to refine their IT processes. Both platforms come equipped with unique features and capabilities, making the choice between them a significant decision. In this in-depth article, we’ll delve into the ServiceNow vs. Remedy comparison, offering a detailed breakdown of their features, use cases, and performance. By the end, you’ll be equipped with the insights needed to make an informed decision for your ITSM requirements.

ServiceNow: Uplifting IT Service Management


ServiceNow has garnered acclaim as a cloud-based platform that excels in IT Service Management (ITSM) and broader enterprise service management. Its standout features include workflow automation, enhanced operational efficiency, and improved service quality across various organizational departments.

Key Features:

  • ITIL Framework: ServiceNow adheres to ITIL (Information Technology Infrastructure Library) best practices, making it a top choice for organizations committed to delivering top-notch services.
  • Workflow Automation: The platform shines in automating routine tasks and processes, reducing manual effort, and bolstering overall productivity.
  • Service Portal: ServiceNow empowers users to create customized service portals, simplifying service requests and resource access.
  • Integration Capabilities: It seamlessly integrates with various third-party applications and systems, ensuring a cohesive IT environment.

Use Cases:

  • Large enterprises with intricate service management needs.
  • Organizations in pursuit of comprehensive ITSM solutions.
  • Companies dedicated to enhancing both service quality and operational efficiency.

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Remedy (BMC Remedy): Powering ITSM Solutions


Remedy, developed by BMC Software, stands as a time-tested ITSM platform trusted by organizations globally. It offers a range of ITSM solutions designed to enhance IT service delivery and support.

Key Features:

  • Incident Management: Remedy excels in managing and swiftly resolving incidents, ensuring minimal disruption.
  • Change Management: It provides robust change management capabilities to minimize risks associated with changes.
  • Service Request Management: Remedy simplifies service requests and approvals through an intuitive user interface.
  • Reporting and Analytics: The platform offers comprehensive reporting and analytics tools to monitor ITSM performance.

Use Cases:

  • Organizations in search of a mature and established ITSM solution.
  • IT departments looking to streamline incident and change management processes.
  • Companies requiring robust reporting and analytics for their ITSM initiatives.

External Links:


ServiceNow vs. Remedy (BMC Remedy): A Detailed Comparison

To assist you in making an informed decision, let’s provide a side-by-side comparison of ServiceNow and Remedy (BMC Remedy) in a table format:

Feature ServiceNow Remedy (BMC Remedy)
IT Service Management Excellent Excellent
Workflow Automation Excellent Good
Incident Management Excellent Excellent
Change Management Excellent Excellent
Service Request Management Excellent Good
Customization Extensive Extensive
Integration Strong Strong
Reporting Robust Good
User Base Diverse, enterprise-wide Diverse, enterprise-wide


1. Can Remedy (BMC Remedy) handle workflow automation like ServiceNow?

While Remedy offers workflow automation capabilities, ServiceNow is renowned for its advanced workflow automation features and user-friendly interface.

2. Which platform is more suitable for large enterprises?

Both ServiceNow and Remedy (BMC Remedy) are well-suited for large enterprises. The choice should depend on specific organizational needs and preferences.

3. Can both ServiceNow and Remedy (BMC Remedy) integrate with third-party applications?

Yes, both platforms offer robust integration capabilities, allowing seamless connectivity with various third-party applications and systems.

In conclusion, the selection between ServiceNow and Remedy (BMC Remedy) should align with your organization’s specific ITSM needs and preferences. ServiceNow shines in ITSM, workflow automation, and comprehensive service management, making it the ideal choice for organizations aiming to enhance operational efficiency. Remedy (BMC Remedy), with its long-established reputation, is a strong contender for those seeking mature

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