We performed a comparison between BMC Helix ITSM, Clarity SM, and SymphonyAI IT Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"The most valuable features are the simplicity and the in-duty features."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"It provides a good user experience."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"I like the single sign-on and that administrators can customize."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"We are benefiting by being able to put time to what our technicians are doing."
"Right now, we are starting to be dependent on the CMDB a lot."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"The UI is very user-friendly."
"It helps when you have an incident or performing a problem change management process."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"The in-service catalog is quite useful."
"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."
"The documentation could improve in BMC Helix ITSM."
"Adding additional fields does not work very well."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"The search feature and the dashboard could both be improved."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"They should add some of the bolt-ons into the initial setup, such as chat."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"I would like to see the API cleaned up."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"It doesn't yet have the ability to integrate with other products."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"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."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"There could be flexibility in terms of customization."
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