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 Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"Our Change Management and Incident Management processes have been greatly improved."
"It's one of the top solutions on the market for ITSM capabilities."
"The solution can perform well for large-sized companies."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"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."
"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."
"The interface isn't that great."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"Needs less infrastructure requirements."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"The search feature and the dashboard could both be improved."
"The interface is somewhat dated as compared to technologies in use today."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"I would like them to add software inventory in the next release. We don't have that right now."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"Integration was a major limitation with SummitAI."
"There could be flexibility in terms of customization."
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BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while SymphonyAI IT Service Management is ranked 24th in Help Desk Software 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.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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