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."We have seen year over year customer satisfaction improvement for the last five years."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"The solution has good capabilities for analytics."
"Our Change Management and Incident Management processes have been greatly improved."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"It's one of the top solutions on the market for ITSM capabilities."
"The most valuable features are the simplicity and the in-duty features."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"The product has the best features for ITSM."
"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."
"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."
"I would also love to see consistency across all consoles."
"The interface isn't that great."
"BMC Helix ITSM should improve its price."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"Some parts of the solutions are using the old interface."
"It has created more layers of bureaucracy."
"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."
"Integration was a major limitation with SummitAI."
"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, IBM SmartCloud Control Desk and Microsoft Configuration Manager. See our BMC Helix ITSM vs. SymphonyAI IT Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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