This report is based on a series of in-depth interviews conducted by Dimensional Research with industry experts who are responsible for implementing IT Service Management (ITSM) solutions. The goal of this study was to evaluate real-life experiences implementing the most current versions of HP Service Manager and BMC Remedy—the leading ITSM solutions— in order to understand the differences in long-term cost of ownership.

This study found that both HP Service Manager and BMC Remedy solutions are appropriate for meeting the ITSM needs of many enterprises. Nevertheless, there are three primary differences that impact the long-term cost of ownership of these products. Read this paper for an explanation of them.