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I have experienced with Service Desk but not with SCM2012.
Hello,
There are alot of tools available in the market as an ITSM solution. As per the magic quadrant , the main leaders are in the order
1. BMC Remedy
2. ServiceNow
3. HP
4. CA
5. Heat
Alot of other tools are coming into the market day by day.
In the recent years, ServiceNow has captured the market share in the ITSM tools on a great pace than the other vendors. Being the cloud solution, the ease of implementation is one major factor which customers are looking for. Apart from this, overhead of maintenance, upgrade of application and backup of data is taken care by ServiceNow. Hence this tool is now selling like a hot cake in the market.
One of the drawbacks, which is there with ServiceNow is that, they offer only the ITSM , ITAM , and certain amount of automation solution with the tool. The effort required to integrate with other BSM solution has to be considered, as most of the companies are having different flavors of Monitoring solutions.
Other vendors too are having, cloud ITSM solutions ,
HP's Service Manager is one of the tool whcih can be customized to a great extend as per the custom process. This tool is a development platform and can have a large scale integration possiblities. HPs BTO suite is having a large variety of tools which can handle all areas of ESM.This tool can be bi directionally integrated with all the tools.
But my recommendation would be not always to look for the best ITSM solution in the market. You have to look at the process defined and have to see the tool which best fits to tailor your custom process. Its not the tool whcih makes the process.
Thank you
Dheeraj.
As Per My Knowledge BMC remedy is Best I have work with BMC remedy , currently on LANDESK the advantage with BMC can use as inventory also
1.BMC
2.HP
3.Landesk
1- BMC Remedy
2- Service Now
3- HP
4- IBM
5- SolarWinds
1. BMC Remedy
2. Landesk
3.Service management Engine
I believe Service Now has better features and technology to support the increasing needs to customization to better manage the IT of the organization of any size.
Customization is pretty easy to manage and implementation.
ITIL service Now is the Latest one we can able to monitor the Ticket Queue.
Incidnet Management
Request Management
chanage Management
I can comment on this from two angles as of my experience. If you are looking for an Open Source tool, then I would recommend OTRS. It's not that user friendly, but enriched with excellent framework for ITIL. Beauty of OTRS is you can start with free version and go for the "Business Solution" once your organization is mature enough to do so.
If you are ready to invest on it, then my recommendation is:
OTRS Business Version
ServiceNow
BMC Remedy
HP Openview
Freshdesk
