ServiceNow vs BMC Remedy: Features, Costs, and Use Cases
Most ITSM comparisons start with features.
That’s already the wrong place to start.
The real pain with ITSM tools doesn’t show up in the first demo or the first year. It shows up years later — when workflows become rigid, costs creep up, and teams realize they’re locked into decisions they didn’t fully understand.
This comparison focuses on that reality, not marketing slides.
Why ServiceNow and Remedy Are Still Compared
Despite being from different generations, ServiceNow and BMC Remedy are still compared for one reason:
They both sit at the core of enterprise IT operations.
If you choose wrong, changing later is expensive — technically and organizationally.
The Real Difference Isn’t Features — It’s Philosophy
ServiceNow’s approach
ServiceNow is built as a platform-first system.
Over time, it becomes:
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A workflow engine
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A data backbone
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A business process platform beyond IT
This is powerful — but it comes with complexity.
Remedy’s approach
Remedy was designed as a structured ITSM system.
It emphasizes:
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Stability
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Predictability
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Strong ITIL alignment
It doesn’t try to become everything — and that’s intentional.
Cost Reality (What No One Explains Clearly)
This is where long-term regret usually begins.
ServiceNow
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Licensing grows as usage grows
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Additional modules quickly become necessary
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Customization increases dependency on skilled admins
Costs scale with ambition.
Remedy
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Licensing is more predictable
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Fewer surprise expansions
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Customization exists, but is more controlled
Costs scale with users, not vision.
Implementation & Maintenance Pain (Honest View)
ServiceNow
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Faster innovation
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Requires continuous governance
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Without discipline, environments become messy
Remedy
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Slower change cycles
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Less flexible
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Easier to keep stable long-term
Neither is “easier” — they are difficult in different ways.
When Remedy Still Makes Sense (Yes, Really)
Remedy still fits when:
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ITSM scope is well-defined
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Change management must be conservative
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Organizations value predictability over agility
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Legacy integrations are critical
Many large enterprises still run it successfully — quietly.
When ServiceNow Is the Right Choice
ServiceNow fits when:
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ITSM is only the starting point
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Business workflows must evolve rapidly
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Automation is a strategic priority
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Budget supports long-term platform growth
This is not an IT decision alone — it’s an organizational one.
The Decision Question That Actually Matters
Don’t ask:
“Which tool has more features?”
Ask:
“What will this platform become in five years inside our organization?”
That answer usually makes the choice obvious.
Final Thought
The best ITSM platform isn’t the most powerful one.
It’s the one you won’t regret maintaining, extending, and paying for long after the initial excitement fades.
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FAQs (Natural & Search-Friendly)
Is ServiceNow replacing Remedy?
In some organizations, yes — but not universally.
Is Remedy outdated?
No. It’s stable, not obsolete.
Which is better for large enterprises?
Both — depending on governance maturity.
Is ServiceNow worth the cost?
Only if you use it as a platform, not just a ticketing tool.