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Remedy vs. ServiceNow: A Comprehensive ITSM Comparison for Government Agencies

At Altech, we understand the critical importance of choosing the right IT Service Management (ITSM) solution for government agencies. In this comparison, we explore the features, user feedback, and overall capabilities of two leading platforms in the ITSM space: BMC Remedy (also known as BMC Helix ITSM) and ServiceNow.

Feature-Rich Platforms for Diverse IT Needs

ServiceNow is renowned for its extensive features, offering sophisticated capabilities like advanced ticket routing and survey inclusion within reporting options. This platform operates entirely from the cloud, which provides a unified system of record for integrating new applications or tools.

On the other hand, BMC Remedy offers a simpler setup and ease of use, particularly in reporting. However, it is noted to be a bit more rigid in terms of delivery options compared to ServiceNow.

User Experience and Market Presence

Both platforms are well-regarded by users, with BMC receiving a rating of 4.3 stars based on 808 reviews and ServiceNow also achieving a 4.3-star rating but with a larger user base of 1831 reviews according to Gartner Peer Insights.

Cost and Implementation

When it comes to cost, BMC Remedy ITSM Suite is generally more expensive to implement than ServiceNow. ServiceNow also boasts a higher rating of 78/100 compared to BMC Remedy’s 75/100, offering more features to users, which may contribute to its better cost-efficiency.

The Verdict for Government Agencies

Selecting between Remedy and ServiceNow will depend on the specific needs of your agency. ServiceNow’s cloud-based, feature-rich platform is suitable for agencies looking for a comprehensive ITSM tool with a wide array of features and integration capabilities. Meanwhile, BMC Remedy may appeal to those who prioritize simplicity and ease of use in their ITSM solution.

For agencies that are navigating this decision, Altech provides expert guidance and support to ensure that your ITSM platform aligns with your strategic objectives and delivers the operational excellence you require.


This post has synthesized information from multiple sources to provide a balanced view of both ITSM solutions. For a more detailed exploration of each platform’s specific features and to see how they align with your agency’s needs, please consult with our Altech specialists.

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