BMC Software offers four ITSSM products (Remedy ITSM Suite, Remedyforce, FootPrints and Track-It) that are targeted at high to low I&O maturity organizations, respectively. Remedy and Remedyforce are evaluated in the Critical Capabilities companion research, with the score for Remedy contributing to the "product or service" factor of Ability to Execute.


  • BMC Remedy's SmartIT user interface improves usability and flexibility, and demonstrates BMC's innovation in this market.
  • BMC has a broad ITOM portfolio, making it a viable partner for mature I&O organizations.
  • Remedy ITSM Suite is the top scorer in the critical capabilities for ITSSM tools for the advanced maturity use case.



  • ServiceNow's strategy to develop and market its product for business activities outside of ITSSM demonstrates a lack of focus on the ITSSM market for future developments.
  • ServiceNow's customers find it difficult to negotiate favorable contractual terms. Some customers that initially had deep discounts with ServiceNow are finding that those discounts are not honored for subsequent renewals.
  • On-premises customers pay the same as SaaS customers, even though they cover the hosting directly and do not benefit from automatic upgrades.



  • EasyVista provides a Level 1 service desk in North America, but Level 2 support is only available during Central European business hours, resulting in delayed responses for other regions.
  • A limited global partner network has made it challenging for EasyVista to sell outside of Europe.
  • EasyVista capabilities are focused on ITSSM and IT asset management within the ITSM 2.0 minisuite.

Cherwell Software


  • Some customers have reported perceived performance issues with the SaaS offering from some (but not all) customer locations.
  • Seventy percent of Cherwell's total software revenue comes directly from the vendor's own sales activity, which presents a risk in terms of sales scalability as it continues to grow.
  • Cherwell's efforts to additionally develop and market its product as a platform for business activities outside of ITSSM may lead to a lack of focus on the ITSSM market in future.

About the Magic Quadrant

The "Magic Quadrant for ITSSM" evaluates vendors based on completeness of vision and ability to execute, and includes a summary of each vendor, as well as an assessment of each vendor's strengths and weaknesses.

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BMC Software today announced it has been positioned as a leader by Gartner Inc. for the second consecutive year in the August 26, 2015 Magic Quadrant for IT Service Support Management Tools (ITSSM).1 With this report, Remedy ITSM Suite is positioned furthest along the completeness of vision axis in the Magic Quadrant.

Figure 1. Magic Quadrant for IT Service Support Management Tools

Gartner Aug 2015 Magic Quadrant for IT Service Support Management 

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BMC Remedy ITSM Suite Positioned Furthest for Completeness of Vision

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