We performed a comparison between BMC Helix ITSM and SymphonyAI IT Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Initial, out-the-box setup was easy with no problems."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"In general, for incident management, it's okay."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"We have seen year over year customer satisfaction improvement for the last five years."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"The product has the best features for ITSM."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"The search feature and the dashboard could both be improved."
"Some parts of the solutions are using the old interface."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"It has created more layers of bureaucracy."
"Support could be better."
"In the next release, I would like to see AI used for classification or categorization."
"Integration was a major limitation with SummitAI."
"I would like them to add software inventory in the next release. We don't have that right now."
"There could be flexibility in terms of customization."
"SummitAI IT Management Suite's project management and operational management features could be improved."
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BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while SymphonyAI IT Service Management is ranked 23rd in IT Service Management (ITSM) with 5 reviews. BMC Helix ITSM is rated 8.0, while SymphonyAI IT Service Management is rated 7.8. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of SymphonyAI IT Service Management writes "Good ticketing tool but limitations with integration". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas SymphonyAI IT Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, Microsoft Configuration Manager and IBM SmartCloud Control Desk. See our BMC Helix ITSM vs. SymphonyAI IT Service Management report.
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