ServiceNow vs. Remedy: A Comprehensive Comparison

In today’s fast-paced business environment, selecting the right IT service management (ITSM) solution is crucial to enhance efficiency and productivity. ServiceNow vs. Remedy are two prominent platforms that often top the list for organizations seeking to streamline their IT operations. Both platforms offer unique features and capabilities, making the choice between them a significant decision. In this comprehensive article, we’ll delve into the ServiceNow vs. Remedy debate, providing a detailed comparison of their features, use cases, and performance. By the end, you’ll have the insights needed to make an informed decision for your ITSM needs.

ServiceNow: Elevating IT Service Management


ServiceNow is a cloud-based platform celebrated for its prowess in IT Service Management (ITSM) and broader enterprise service management. It stands out for its ability to automate workflows, enhance operational efficiency, and improve service quality across various departments within an organization.

Key Features:

  • ITIL Framework: ServiceNow aligns with ITIL (Information Technology Infrastructure Library) best practices, making it an excellent choice for organizations committed to service excellence.
  • Workflow Automation: The platform excels in automating routine tasks and processes, reducing manual effort, and boosting overall productivity.
  • Service Portal: ServiceNow allows the creation of customized service portals, simplifying service requests and resource access.
  • Integration Capabilities: It seamlessly integrates with various third-party applications and systems.

Use Cases:

  • Large enterprises with complex service management requirements.
  • Organizations seeking comprehensive ITSM solutions.
  • Companies dedicated to enhancing service quality and operational efficiency.

External Links:

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Remedy: Powering ITSM Solutions


Remedy, developed by BMC Software, is a long-established ITSM platform trusted by organizations worldwide. It offers a range of ITSM solutions designed to improve IT service delivery and support.

Key Features:

  • Incident Management: Remedy excels in managing and resolving incidents quickly and efficiently.
  • Change Management: It provides robust change management capabilities to minimize risks associated with changes.
  • Service Request Management: Remedy simplifies service requests and approvals through a user-friendly interface.
  • Reporting and Analytics: The platform offers comprehensive reporting and analytics tools to monitor ITSM performance.

Use Cases:

  • Organizations seeking a mature and established ITSM solution.
  • IT departments aiming to streamline incident and change management processes.
  • Companies requiring robust reporting and analytics for ITSM.

External Links:

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ServiceNow vs. Remedy: A Detailed Comparison

Let’s provide a side-by-side comparison of ServiceNow and Remedy in a table format to assist you in making an informed decision:

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 be used for workflow automation like ServiceNow?

Remedy offers workflow automation capabilities, but 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 cater well to large enterprises. The choice should depend on specific organizational needs and preferences.

3. Can ServiceNow and Remedy integrate with third-party applications?

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

In conclusion, the choice between ServiceNow and Remedy should align with your organization’s specific ITSM needs and preferences. ServiceNow excels in ITSM, workflow automation, and comprehensive service management, making it an ideal choice for organizations aiming to enhance operational efficiency. Remedy, with its long-established reputation, is a strong contender for those seeking mature ITSM solutions with robust incident and change management capabilities. Carefully evaluate your organization’s requirements to make an informed choice that will maximize your ITSM effectiveness.

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