{"id":449,"date":"2026-10-14T11:31:11","date_gmt":"2026-10-14T11:31:11","guid":{"rendered":"http:\/\/www.scmgalaxy.com\/tutorials\/2015\/10\/24\/it-management-software\/"},"modified":"2026-10-14T11:31:11","modified_gmt":"2026-10-14T11:31:11","slug":"it-management-software","status":"publish","type":"post","link":"https:\/\/www.devopsschool.com\/blog\/it-management-software\/","title":{"rendered":"How to Evaluate 5 Common IT Management Platforms: ServiceNow, BMC Remedy, Jira, Salesforce, and SharePoint"},"content":{"rendered":"\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/www.devopsschool.com\/blog\/wp-content\/uploads\/2015\/10\/it-management-software.png\" alt=\"IT management software tools\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Originally published on 2015-10-24; fully revised and updated.<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If you are choosing an IT management platform, a simple \u201ctop tools\u201d list is not enough. This guide helps IT managers, DevOps leaders, and service owners compare five commonly referenced platforms\u2014ServiceNow, BMC Remedy, Jira, Salesforce, and SharePoint\u2014so you can map them to your actual process, integration, and governance needs.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Why this list needs context<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The original post listed five product names without decision criteria. In practice, these tools are not all direct substitutes for one another. Some are purpose-built ITSM suites, while others are broader platforms often adapted for IT operations, service delivery, or knowledge management.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Use this comparison when<\/strong> you need incident\/request\/change workflows, service tracking, and internal process visibility.<\/li><li><strong>Do not use name recognition alone<\/strong> as the selection method; process fit and operating model matter more than popularity.<\/li><li><strong>Plan a pilot<\/strong> before committing to enterprise rollout.<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Side-by-side comparison of the five platforms<\/h2>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Platform<\/th><th>Common role in IT management<\/th><th>Typical strengths<\/th><th>Typical considerations<\/th><\/tr><\/thead><tbody><tr><td>ServiceNow<\/td><td>Enterprise IT service management platform<\/td><td>Strong fit for structured IT workflows and governance at scale<\/td><td>Can require significant implementation effort and operating discipline<\/td><\/tr><tr><td>BMC Remedy<\/td><td>ITSM suite for incident, change, and service processes<\/td><td>Longstanding presence in enterprise IT environments<\/td><td>Product naming and packaging have evolved; verify current edition and roadmap<\/td><\/tr><tr><td>Jira<\/td><td>Issue and project tracking; IT service workflows in Jira ecosystem<\/td><td>Flexible workflow model and strong adoption in engineering-centric teams<\/td><td>ITSM capabilities depend on the specific Jira product configuration<\/td><\/tr><tr><td>Salesforce<\/td><td>Service case management platform often used for customer-facing support<\/td><td>Strong workflow customization and ecosystem breadth<\/td><td>Not a dedicated ITSM suite by default; fit depends on implementation design<\/td><\/tr><tr><td>SharePoint<\/td><td>Document management, intranet, and knowledge portal support for IT teams<\/td><td>Useful for knowledge base, collaboration, and internal content control<\/td><td>Typically complements ITSM tools rather than replacing them end to end<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">A practical evaluation workflow<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A repeatable evaluation process reduces vendor bias and helps teams justify final selection to security, finance, and operations stakeholders.<\/p>\n\n\n\n<pre class=\"mermaid\">\nflowchart TD\n    A[Define IT management goals] --> B[Document must-have processes]\n    B --> C[Shortlist candidate platforms]\n    C --> D[Run a time-boxed pilot]\n    D --> E[Score fit cost and adoption risk]\n    E --> F{Meets requirements}\n    F -- no --> G[Refine scope or test another platform]\n    F -- yes --> H[Plan phased rollout]\n    H --> I[Track SLA and adoption metrics]\n<\/pre>\n\n\n\n<h2 class=\"wp-block-heading\">Example pilot scoring template<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Use a weighted model so every stakeholder scores tools against the same criteria.<\/p>\n\n\n<pre class=\"wp-block-code\"><span><code class=\"hljs language-yaml\">evaluation:\n  scoring_scale: 1-5\n  criteria:\n    - name: process_fit\n      weight_percent: 30\n    - name: integration_with_current_stack\n      weight_percent: 20\n    - name: reporting_and_visibility\n      weight_percent: 15\n    - name: security_and_compliance\n      weight_percent: 15\n    - name: total_cost_of_ownership\n      weight_percent: 10\n    - name: admin_and_user_adoption\n      weight_percent: 10\n\ntools:\n  - name: ServiceNow\n  - name: BMC Remedy\n  - name: Jira\n  - name: Salesforce\n  - name: SharePoint\n\npilot:\n  duration_weeks: 4\n  required_use_cases:\n    - incident_intake_and_triage\n    - change_request_approval\n    - knowledge_article_publish\n    - dashboard_for_sla_tracking<\/code><\/span><\/pre>\n\n\n<p class=\"wp-block-paragraph\">During the pilot, capture both quantitative scores and qualitative feedback from service desk agents, platform admins, and business approvers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Best practices for selection and rollout<\/h2>\n\n\n\n<ul class=\"wp-block-list\"><li>Start with <strong>process clarity<\/strong> before tool customization.<\/li><li>Evaluate <strong>integration effort<\/strong> with identity, monitoring, and collaboration systems early.<\/li><li>Prefer <strong>phased deployment<\/strong> over big-bang migration for core service workflows.<\/li><li>Define ownership for workflow changes, SLAs, and knowledge lifecycle from day one.<\/li><li>Measure success with adoption and resolution outcomes, not only implementation completion.<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Common pitfalls<\/h2>\n\n\n\n<ul class=\"wp-block-list\"><li>Treating all five platforms as interchangeable ITSM products.<\/li><li>Selecting based on brand familiarity instead of required workflows.<\/li><li>Underestimating data migration and role-based access design.<\/li><li>Skipping pilot validation and going straight to full rollout.<\/li><li>Ignoring long-term operating model, admin training, and governance.<\/li><\/ul>\n","protected":false},"excerpt":{"rendered":"<p>This guide turns a simple tool list into a practical evaluation framework for IT leaders and platform owners. Compare where each platform fits, follow a selection workflow, and use a pilot scoring template.<\/p>\n","protected":false},"author":1,"featured_media":3117,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_joinchat":[],"footnotes":""},"categories":[2],"tags":[647,1426,1422,1418,949,1420,1419,595,507,1427,244,1423,1421,1424,179,341,637,1425],"class_list":["post-449","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorised","tag-best","tag-best-it-management-tool","tag-bmc-remedy","tag-it","tag-it-management","tag-it-management-software","tag-it-management-tool","tag-jira","tag-list","tag-list-of-it-management-tool","tag-management","tag-salesforce","tag-servicenow","tag-sharepoint","tag-software","tag-tool","tag-top","tag-top-it-management-tool"],"_links":{"self":[{"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/posts\/449","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/comments?post=449"}],"version-history":[{"count":4,"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/posts\/449\/revisions"}],"predecessor-version":[{"id":79325,"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/posts\/449\/revisions\/79325"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/media\/3117"}],"wp:attachment":[{"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/media?parent=449"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/categories?post=449"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.devopsschool.com\/blog\/wp-json\/wp\/v2\/tags?post=449"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}