Re: BMC Remedy ITSM Vs Service Now
John, I have no idea what BMC uses internally. I just found it amusing that ServiceNow didn't. It would be more amusing if they used Remedy! Sent from my iPhone On Jul 5, 2012, at 5:49 AM, John Baker jba...@javasystemsolutions.com wrote: Tauf, Do BMC use BMC ITSM or customised AR System applications internally? Doug, I don't believe your points about performance are still true. It's clear that when you were running the show, there was a great emphasis on performance/scalability, but that is no longer the case. When we're performing a webex SSO Plugin install, we're always asked how long it takes: we make the point that it's a quick process (ie 20 minutes), but waiting for AR System to restart is increasingly the longest part of the process. And then Mid Tier restarts and locks up as it caches workflow that should be stored on disc as JS files. Perhaps this is fixed in ITSM 8 :) John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Remedy ITSM Vs Service Now
I say TROLL! 1) Gmail account 2) no identification of him/herself. From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Sachin [sachin.namjo...@gmail.com] Sent: Wednesday, July 04, 2012 4:55 AM To: arslist@ARSLIST.ORG Subject: BMC Remedy ITSM Vs Service Now ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Remedy ITSM Vs Service Now
My management team visited BMC at the Houston campus for a day to see how they specifically use ISM in their daily life. They do use it. From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of John Baker [jba...@javasystemsolutions.com] Sent: Thursday, July 05, 2012 4:49 AM To: arslist@ARSLIST.ORG Subject: BMC Remedy ITSM Vs Service Now Tauf, Do BMC use BMC ITSM or customised AR System applications internally? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Remedy ITSM Vs Service Now
agreed On Thu, Jul 5, 2012 at 7:58 AM, Sanford, Claire claire.sanf...@memorialhermann.org wrote: I say TROLL! 1) Gmail account 2) no identification of him/herself. From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Sachin [sachin.namjo...@gmail.com] Sent: Wednesday, July 04, 2012 4:55 AM To: arslist@ARSLIST.ORG Subject: BMC Remedy ITSM Vs Service Now ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- *John Sundberg* Kinetic Data, Inc. Your Business. Your Process. *WWRUG10 Best Customer Service/Support Award* *WWRUG09 Innovator of the Year Award* * * 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Remedy ITSM Vs Service Now
There is someone with that name that has worked for BMC in India for over two years. Perhaps reverse trolling: trying to find out about the competition from a group that may have looked at it? (There is of course no way to be sure that is who posted, and I am in no way implying I do know, since I don't). Daniel From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg Sent: July 5, 2012 8:14 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Remedy ITSM Vs Service Now ** agreed On Thu, Jul 5, 2012 at 7:58 AM, Sanford, Claire claire.sanf...@memorialhermann.org wrote: I say TROLL! 1) Gmail account 2) no identification of him/herself. From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Sachin [sachin.namjo...@gmail.com] Sent: Wednesday, July 04, 2012 4:55 AM To: arslist@ARSLIST.ORG Subject: BMC Remedy ITSM Vs Service Now ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- John Sundberg Kinetic Data, Inc. Your Business. Your Process. WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award 651-556-0930 I john.sundb...@kineticdata.com http://www.kineticdata.com/ www.kineticdata.com I http://community.kineticdata.com/ community.kineticdata.com _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Remedy ITSM Vs Service Now
Daniel, you are very much on track, this person was indeed with BMC in India, i remember he had released from BMC couple of months ago.. Don't ask me how i know..? :) On Thu, Jul 5, 2012 at 6:39 PM, arslist arsl...@danielbloom.ca wrote: ** There is someone with that name that has worked for BMC in India for over two years. Perhaps reverse trolling: trying to find out about the competition from a group that may have looked at it? ** ** (There is of course no way to be sure that is who posted, and I am in no way implying I do know, since I don’t). ** ** Daniel ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *John Sundberg *Sent:* July 5, 2012 8:14 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Remedy ITSM Vs Service Now ** ** ** agreed On Thu, Jul 5, 2012 at 7:58 AM, Sanford, Claire claire.sanf...@memorialhermann.org wrote: I say TROLL! 1) Gmail account 2) no identification of him/herself. From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Sachin [sachin.namjo...@gmail.com] Sent: Wednesday, July 04, 2012 4:55 AM To: arslist@ARSLIST.ORG Subject: BMC Remedy ITSM Vs Service Now ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ** ** -- *John Sundberg* *Kinetic Data, Inc.* *Your Business. Your Process.* *WWRUG10 Best Customer Service/Support Award* *WWRUG09 Innovator of the Year Award* ** ** 651-556-0930 I* *john.sundb...@kineticdata.com www.kineticdata.com I* *community.kineticdata.com ** ** ** ** _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Remedy ITSM Vs Service Now
Another point that I would make is that based on my own observations, I'm not sure I've seen a case where someone goes from Remedy to ServiceNow and stays there. From a functionality standpoint, I've heard that companies used to the Remedy suite generally end up unhappy with ServiceNow and either go back to Remedy or look at other platforms. There are definitely areas that BMC needs to improve upon, but I do think they're ahead of the other suites in terms of functionality. Also, I'm not sure that most medium to large companies are willing to put sensitive data outside of protected networks. Cloud computing is great, but I think private clouds internal to a company's datacenter are the way to go. Amazon's recent cloud outages are a perfect example of how you can't trust critical applications and infrastructure to external resources that you have no visibility into or control over. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sachin Sent: Wednesday, July 04, 2012 4:56 AM To: arslist@ARSLIST.ORG Subject: BMC Remedy ITSM Vs Service Now Hello Experts, I am looking into resources for comparing BMC Remedy ITSM Vs Service Now. But, we have to admit that BMC's RoD SaaS solution is not competing anywhere with Service Now ITSM SaaS Solution. ( The comparative figures of both solutions tells everyone real story). I am wondering how BMC Remedy on premise ITSM can beat Service now since RoD,RemedyForce solution is also not giving any real fight to Service Now due to number of reasons. I can think of following parameters while comparing Remedy ITSM Vs Service Now. a) License Cost - Remedy ITSM licensing cost structure is too high as compared to Service now licensing cost.SNOW charges licenses as per usage. b) Implementation timelines - Service now holds edge over Remedy ITSM since they have instance based implementation. ( Service Now still haven't tested ITSM upgrade roadblocks) c) Customization Ease - Remedy ITSM will win over this point since their ITSM source code is open to customized for customers. d) Support and Maintenance Costs - Service now holds edge over Remedy in this point. I am wondering how BMC win deals over SNOW. What are strong selling points of BMC Remedy ITSM over SNOW? Regards, Sachin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Remedy ITSM Vs Service Now
BMC uses BMC solutions to run IT. Since the acquisition of Remedy by BMC, the BMC IT department has used the Remedy solution for running the people process portion of the IT environment. Beyond Remedy, the BMC IT department uses all the BMC products for the running of internal IT. The IT team is customer 0 for new releases. They are generally up and running (at least are in test if they are not already running) with new releases before they are released to customers. They provide some key feedback on the product to the development team. Across all BMC products, you will find them running internally and being used to drive the business. SRM has been in use for going on three years now. It is the one stop place for asking for ANYTHING that an employee wants within BMC. Whether it be an IT request or an HR or Finance or Facilities or anything request. All of that is driven from a single request catalog using SRM. All areas of the company use Incident Management and Change Management to drive those aspects of their business. ADDM is used for discovery, BPPM for monitoring, Server/Network Automation for updating. As has been noted, the IT team regularly shows customers and prospects our internal operations using BMC solutions. As for the performance and scale, my points are absolutely still true. You can take any specific feature and say that you wish it was faster -- so do I by the way. But the topic isn't just startup time (the one observation made). It is about interactive performance and the ability to scale to large numbers of users. With FULL PROCESS, we get good interactive performance across the WAN. Even when compared to process lite solutions that just take data typed on a screen and store it with no process flow, we compare well with current releases. From a scale perspective, we scale to 1000s of concurrent users. We have a customer up and running (and has been for over 7 years) with 10,000 -- yes, ten thousand -- concurrent users on a daily basis. And this is not the only large environment, we have a number of customers north of 4,000 concurrent users. We have features like server groups that allow you to scale out for load and balance and isolate interactive vs. programmatic load. This also provides significant reliability/availability in the environment by eliminating single points of failure. I could continue on with this topic for hours with what is actually happening in the real world with customers and with product capabilities around the area of scale and performance. Can someone always find some point issue where there could be better performance -- absolutely. And, we continue to work on those areas (for example, startup time with correctly configured system using startup threads that were introduced a couple of releases ago start up dramatically faster than systems who are not using that feature -- just to name one thing) and introduce improvements and fixes across releases. And, with performance, there is ALWAYS something that is the long pole and needs work because no matter how fast or efficient you make things, something is always the slowest or least efficient part of the mix. The key is whether there is the continuing focus on improvements in those areas and continual improvement -- even when the result is good, it can be better. I hope this helps, Doug Mueller -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker Sent: Thursday, July 05, 2012 2:49 AM To: arslist@ARSLIST.ORG Subject: BMC Remedy ITSM Vs Service Now Tauf, Do BMC use BMC ITSM or customised AR System applications internally? Doug, I don't believe your points about performance are still true. It's clear that when you were running the show, there was a great emphasis on performance/scalability, but that is no longer the case. When we're performing a webex SSO Plugin install, we're always asked how long it takes: we make the point that it's a quick process (ie 20 minutes), but waiting for AR System to restart is increasingly the longest part of the process. And then Mid Tier restarts and locks up as it caches workflow that should be stored on disc as JS files. Perhaps this is fixed in ITSM 8 :) John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Remedy ITSM Vs Service Now
with Service Now ITSM SaaS Solution ServiceNow's material describes themselves as SaaS and PaaS (i.e. a development platform). That is key because you will almost certainly have to develop with this product unless you have a very simple implementation of ITSM. License Cost I cannot discuss that and I don't think anyone here can, given that they don't know what company you represent, how many seats, etc. There is no fixed price for any of the products mentioned. Implementation timelines - Service now holds edge over Remedy ITSM since they have instance based implementation. I cannot see how you can say that, unless you have done an implementation for ServiceNow. (As for my credentials, I have both ServiceNow and Remedy development instances, but I have not done a ServiceNow implementation.) Quite simply, ServiceNow has all of the basic applications available. Their is a build up model, whereas Remedy ITSM is a it is in there model. I know that for the one customer I am researching into ServiceNow for, there would be a fair bit of development to bring those basic applications up to the level of where they would want to be. Mind you, that is not necessarily a bad thing as you can put in only what you want and no more. It also means that you are stuck doing all of the documentation for those customizations. Service Now still haven't tested ITSM upgrade roadblocks I don't think that is true. Aspen was a significant release and I spoke with a number of SNOW customers and they all said it went smoothly. (Of course, the number I spoke with cannot be assumed to be statistically significant!) Their development model was built with it in mind that you *would* use it as a development platform. Their system administration and scripting classes make it fairly clear what you are supposed to do so upgrades do not collide with your work. As with Remedy there is always the chance that the vendor will change execution order, messing up your work, or add functionality that you added in by hand, so testing will always be required. But they have figured out how not to step on your work directly. Customization Ease - Remedy ITSM will win over this point since their ITSM source code is open to customized for customers. It does not sound like you understand SNOW development sufficiently. Their code is fully accessible and form-based, as with Remedy, with the ability to inject JavaScript in almost anywhere. The majority of that code is directly accessible too. Do you have a specific example of SNOW code you wanted to access but could not? Support and Maintenance Costs Again, a sales issue largely dependent upon who you are. Maintenance, however, comes in two forms: that paid to the vendor and that paid to employees or contractors to keep your system running. With the latter, I have been finding SNOW labor costs lower, largely because the skills are much more common (HTML, JavaScript, CSS). System Administrators should be good to go after a single 3 day class. Most can pass the certification exam after six months of working the system (and not because the exam is easy). Code maintenance could be a problem - more of a problem than Remedy - as you can stick code almost anywhere. Having a good naming convention (which the internal SNOW developers do *not* have) is a must, IMO. What are strong selling points of BMC Remedy ITSM over SNOW? My biggest concern over the moment is application scaling. Yes, they can scale the infrastructure but certain design elements they have selected won't scale beyond a certain point and have to be replaced. A good example are incident templates. The display/selection method is good for about 20-30 items. If you need more then you will have to replace it with your own interface. Want to do good things with SNOW? Better be up on your HTML, CSS, JavaScript, and Jelly. Better buy that Web UI book on Amazon. :^) Dale Hurtt US Army Information Systems Engineering Command (contractor) http://itsm-tools.blogspot.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Remedy ITSM Vs Service Now
I'm not sure I've seen a case where someone goes from Remedy to ServiceNow and stays there. I know several former Remedy/BMC consultants that moved to ServiceNow. They indicated that their prime selling point method is: Why are you unhappy with your current vendor? Here's how we can change that. (I am not picking on BMC as the vendor here. That is apparently their pitch no matter which tool they are coming from. And everyone is coming from something.) From a functionality standpoint, I've heard that companies used to the Remedy suite generally end up unhappy with ServiceNow and either go back to Remedy or look at other platforms. Supposedly AIG is such a case, but I cannot confirm that. I have heard of no other companies that went from ServiceNow to Remedy. (But, not being in the know, that doesn't mean much.) Do you know of any, by name? Just curious. Also, I'm not sure that most medium to large companies are willing to put sensitive data outside of protected networks. You know, I have heard this said several times on this thread. That is not an argument against ServiceNow, but an argument against Cloud Computing, which BMC On Demand and Remedyforce both represent. The US Federal Government has agencies that use ServiceNow; they just use it at certified facilities like Terramark. HP is developing the Army Private Cloud just for this purpose. Even Amazon EC2 has GovCloud. What this argument says is that you think you can secure your data better than data center professionals who do this is secure facilities. You may be right. But for many customers, that is far from true. Dale ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Remedy ITSM Vs Service Now
Dale, I think all of the ITSM suites out there could use a lot of improvement, but then again, our processes as users of those suites probably need just as much if not more. After we implemented ITSM 7.0 back in 2007, most of the user complaints I encountered were about the processes rather than the tools. It seems like companies that never get past their process issues tend to be more likely to switch tools because software vendors often promise that their ITSM suite will magically help fix their process issues. That being said, I won't publicly name the companies I've heard of making that switch because I don't work for them. I don't know the specifics of what is going on with AIG, but I did take a class with a couple of their Remedy people earlier this year. Nice folks and it sounded like they had a lot of work ahead of them. Also, I definitely think public cloud computing is a risk including with BMC's offerings. Like anything else, educated, wise decision makers can mitigate a lot of those risks by going with the right cloud solution, but those decision makers are likely to already have a good internal infrastructure in place to begin with. My employer may be a bit unique in that category because we also let other companies and organizations lease space in our datacenter. ITSM may not be as essential as a SCADA, medical, or financial system, but it's the central nervous system of our I.T. department here so it is considered a critical app since it facilitates the support of the other applications. We have no problem using hosted or cloud applications when it makes sense, such as with our online training system. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dale Hurtt Sent: Thursday, July 05, 2012 3:38 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Remedy ITSM Vs Service Now I'm not sure I've seen a case where someone goes from Remedy to ServiceNow and stays there. I know several former Remedy/BMC consultants that moved to ServiceNow. They indicated that their prime selling point method is: Why are you unhappy with your current vendor? Here's how we can change that. (I am not picking on BMC as the vendor here. That is apparently their pitch no matter which tool they are coming from. And everyone is coming from something.) From a functionality standpoint, I've heard that companies used to the Remedy suite generally end up unhappy with ServiceNow and either go back to Remedy or look at other platforms. Supposedly AIG is such a case, but I cannot confirm that. I have heard of no other companies that went from ServiceNow to Remedy. (But, not being in the know, that doesn't mean much.) Do you know of any, by name? Just curious. Also, I'm not sure that most medium to large companies are willing to put sensitive data outside of protected networks. You know, I have heard this said several times on this thread. That is not an argument against ServiceNow, but an argument against Cloud Computing, which BMC On Demand and Remedyforce both represent. The US Federal Government has agencies that use ServiceNow; they just use it at certified facilities like Terramark. HP is developing the Army Private Cloud just for this purpose. Even Amazon EC2 has GovCloud. What this argument says is that you think you can secure your data better than data center professionals who do this is secure facilities. You may be right. But for many customers, that is far from true. Dale ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Remedy ITSM Vs Service Now
Sachin, There are a number of statements in your message that are simply false. Both the RoD and RemedyForce solutions are competing quite effectively with the ServiceNow solutions. The installed instances of these solutions is growing at a faster rate than installed instances of ServiceNow. In their own releases, ServiceNow has stated that they have significant competition from BMC. In their own releases, they are stating that they are pursuing a PaaS (Platform as a Service) model rather than an ITSM solution as their primary focus. Look at EVERY analysis analysis and positioning of the companies with respect to Service Management, Change Management, Asset Management, CMDB, ... (you pick the category), and BMC is ranked well higher to significantly higher for that space. BMC is in the leadership or full solution section while the competition is not. Then, you look at BMC with proven scalability in production with long term use to 1000s of concurrent users and millions of records. You look at the feature set with full features across many solutions with the need to customize just to get basic capabilities working. Or you take the RemedyForce solution built on the number one SaaS platform out there with proven track record and capability -- a terrific solution for the medium and small environment. Your statement about the solution not competing is simply false. The facts do not back it up. The statements from ServiceNow itself do not back it up. The customers up and running on both the Rod and RemedyForce solutions do not back it up. As for your specific points: Licensing costs -- The costs of the BMC solutions are competitive. And when you look at the solution you get, you are getting much more capability and much more functionality with the BMC solution. Implementation times -- We know that the average customer to get up and running with the functionality they want and need to run is shorter with the BMC solution. A big part of that is because the functionality is already there with the BMC solution and has to be customized into the other solutions. There are programs in place that bring a customer active within a very short window and without having heavy customization. Customization ease -- Yes, BMC does not require you to write code to customize. It has the overlay feature so you can see your definitions and the original BMC definitions. It is driven much more by configuration than other solutions. And there is an upgrade model that allows you to have your customizations AND the updates from BMC rather than just blocking all updates if you have customized. Support and maintenance costs -- Again, we are competitive in this area. And, the reliability and scalability and overall performance characteristics -- consider the characteristics of a full implementation with all the functionality you need. One more comment about cost. Our goal is not to be the low price leader. Our goal is to be competitive with pricing and to offer the most complete, most functional, most effective, most successful solution to our customers so that they are getting the absolute most complete capability out of a COMPETITIVE price that may or may not be the absolute lowest. And remember, the VALUE to the organization is not just the price. BMC is the highest VALUE solution by far. Strong points of BMC over ALL the competition Most complete ITSM (and affiliated pieces) solution Most scalable solution Most deployed solution Most robust and complete architecture And, this is all regardless of whether you are using SaaS, an outsourcer, a managed service, or an on-premise solution. You can mix and match as appropriate. All of this can be broken down and I would encourage anyone to talk to your account executives if you have questions. I just encourage everyone to really look at the details and the real facts behind generalizations that are often made to make sure you are looking at the reality of situations. And remember, you are looking for a solution that is mission critical to the IT department and mission critical to your enterprise and you need it to be able to solve the problems you are having and move the organization forward to being able to do business better. Doug Mueller -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sachin Sent: Wednesday, July 04, 2012 2:56 AM To: arslist@ARSLIST.ORG Subject: BMC Remedy ITSM Vs Service Now Hello Experts, I am looking into resources for comparing BMC Remedy ITSM Vs Service Now. But, we have to admit that BMC's RoD SaaS solution is not competing anywhere with Service Now ITSM SaaS Solution. ( The comparative figures of both solutions tells everyone real story). I am wondering how BMC Remedy on premise ITSM can beat Service now since RoD,RemedyForce solution is also not giving any real fight to Service Now due to number of reasons. I can
Re: BMC Remedy ITSM Vs Service Now
Sachin, It's a holiday in the US, and I'm stuck on a long train ride. Let me take a stab at this one. First, understand that the ARSLIST is primarily devoted to technical, not sales, discussions of BMC/Remedy software and related products. Those of us on this list have already made the decision that the BMC product presents the best solution for our respective organizations and we are now concerned with fine tuning, implementation and configuration of the beast. Second, everything related to licensing and cost is negotiable. Software functionality generally is not. It does what it does, and you use it or not (modulo BMC/Remedy customizations) In a competitive situation I am sure you will find BMC and SNOW salespersons can be aggressive when needed. I am not suggesting that BMC will automatically discount anything just because you mention Service Now, but I have observed that Service Now wouldn't be in the game had not BMC (or HP or IBM or CA or some other vendor) already softened up the target. To your points, BMC/Remedy has been in that upper right Gartner quadrant for years, for completeness of vision and quality of implementation. They sit on standards boards, adapt to (and set) industry trends, constantly improve their design, make their technical and process experts available to clients, integrate with dozens of other products and publish API's for developers. You will not find a more customer-centric organization, wiling to listen to issues and adapt to what the customer needs. They will show out how to do it or (to your customization point) you can do the adaptation yourself. Yes, there is a constant stream of new releases, and I wouldn't want it any other way, for what we now call ITSM or ITIL is an evolving science. Any discussion of Service Now should include some deliberation about how much of your vital business data your willing to let go outside of your control. The SNOW offering lives in a server farm in someone else's data center and can become totally unavailable instantly in the event of a contract dispute (as opposed to a recoverable technical issue like a severed network). That's a risk you (in IT) can't control. Who owns your data? I personally have the same concerns about the Remedy On Demand or other externally hosted products for organizations where IT is a core technology. If all your company does is write Word documents and send emails, then maybe this is not such a big concern, but if your company does something to transform data for profit then I feel it's important to keep all the controls in-house. Service Now does not offer such a product, which takes them out of the market for sectors like government, healthcare, and anyplace else with a robust security concern. BMC does. For my money, the decision on an ITIL implementation vendor is also made taking note of the company's past behaviors and historical reasons for existence. BMC (née Remedy) has evolved to help businesses run their IT services efficiently. Service Now has evolved for the specific purpose of skimming customers from BMC. Which of those is thinking about your company's best interests? Finally, would you make a decision about medical care, automotive maintenance, or business critical technology based solely on the cost? Do you want a long term partnership with the best in breed or to use a lowest common denominator commodity? Or more simply, are you serious about IT? That's how. Doug -- Doug Blair +1 224-558-5462 Sent from my new iPad Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Jul 4, 2012, at 4:55 AM, Sachin sachin.namjo...@gmail.com wrote: Hello Experts, I am looking into resources for comparing BMC Remedy ITSM Vs Service Now. But, we have to admit that BMC's RoD SaaS solution is not competing anywhere with Service Now ITSM SaaS Solution. ( The comparative figures of both solutions tells everyone real story). I am wondering how BMC Remedy on premise ITSM can beat Service now since RoD,RemedyForce solution is also not giving any real fight to Service Now due to number of reasons. I can think of following parameters while comparing Remedy ITSM Vs Service Now. a) License Cost - Remedy ITSM licensing cost structure is too high as compared to Service now licensing cost.SNOW charges licenses as per usage. b) Implementation timelines - Service now holds edge over Remedy ITSM since they have instance based implementation. ( Service Now still haven't tested ITSM upgrade roadblocks) c) Customization Ease - Remedy ITSM will win over this point since their ITSM source code is open to customized for customers. d) Support and Maintenance Costs - Service now holds edge over Remedy in this point. I am wondering how BMC win deals over SNOW. What are strong selling points of BMC Remedy ITSM over SNOW? Regards, Sachin
Re: BMC Remedy ITSM Vs Service Now
SNOW does do on-premise installs for customers that want/need to maintain control of their data. j On Jul 4, 2012, at 10:50 AM, Doug Blair d...@blairing.com wrote: Sachin, It's a holiday in the US, and I'm stuck on a long train ride. Let me take a stab at this one. First, understand that the ARSLIST is primarily devoted to technical, not sales, discussions of BMC/Remedy software and related products. Those of us on this list have already made the decision that the BMC product presents the best solution for our respective organizations and we are now concerned with fine tuning, implementation and configuration of the beast. Second, everything related to licensing and cost is negotiable. Software functionality generally is not. It does what it does, and you use it or not. In a competitive situation I am sure you will find BMC and SNOW salespersons can be aggressive when needed. I am not suggesting that BMC will automatically discount anything just because you mention Service Now, but I have observed that the SNOW people wouldn't be in the game had not BMC (or HP or IBM or CA or some other vendor) already softened the target. To your points, BMC/Remedy has been in that upper right Gartner quadrant for years, for completeness of vision and quality of implementation. They sit on standards boards, adapt to (and set) industry trends, constantly improve their design, make their technical and process experts available to clients, integrate with dozens of other products and publish API's for developers. You will not find a more customer-centric organization, wiling to listen to issues and adapt to what the customer needs. They will show out how to do it or (to your customization point) you can do the adaptation yourself. Yes, there is a constant stream of new releases, and I wouldn't want it any other way, for what we now call ITSM or ITIL is an evolving science. Any discussion of Service Now should include some deliberation about how much of your vital business data your willing to let go outside of your control. The SNOW offering lives in a server farm in someone else's data center and can become totally unavailable instantly in the event of a contract dispute (as opposed to a recoverable technical issue like a severed network). That's a risk you (in IT) can't control. Who owns your data? I personally have the same concerns about the Remedy On Demand or other externally hosted products for organizations where IT is a core technology. If all your company does is write Word documents and send emails, then maybe this is not such a big concern, but if your company does something to transform data for profit then I feel it's important to keep all the controls in-house. Service Now does not offer such a product, which takes them out of the market for sectors like government, healthcare, and anyplace else with a robust security concern. For my money, the decision on an ITIL implementation vendor is also made taking note of the company's past behaviors and historical reasons for existence. BMC (née Remedy) has evolved to help businesses run their IT services efficiently. Service Now has evolved for the specific purpose of skimming customers from BMC. Which of those is thinking about your company's best interests? Finally, would you make a decision about medical care, automotive maintenance, or business critical technology based solely on the cost? While that is a negotiable point and you can make a deal on anything Doug -- Doug Blair +1 224-558-5462 Sent from my new iPad Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Jul 4, 2012, at 4:55 AM, Sachin sachin.namjo...@gmail.com wrote: Hello Experts, I am looking into resources for comparing BMC Remedy ITSM Vs Service Now. But, we have to admit that BMC's RoD SaaS solution is not competing anywhere with Service Now ITSM SaaS Solution. ( The comparative figures of both solutions tells everyone real story). I am wondering how BMC Remedy on premise ITSM can beat Service now since RoD,RemedyForce solution is also not giving any real fight to Service Now due to number of reasons. I can think of following parameters while comparing Remedy ITSM Vs Service Now. a) License Cost - Remedy ITSM licensing cost structure is too high as compared to Service now licensing cost.SNOW charges licenses as per usage. b) Implementation timelines - Service now holds edge over Remedy ITSM since they have instance based implementation. ( Service Now still haven't tested ITSM upgrade roadblocks) c) Customization Ease - Remedy ITSM will win over this point since their ITSM source code is open to customized for customers. d) Support and Maintenance Costs - Service now holds edge over Remedy in this point. I am wondering how BMC win deals over SNOW. What are strong
