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 Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"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."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"It has the power to automatize several different tasks in the ITSM world."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"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."
"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 most valuable feature is remote access. People are working from home, and we can take remote access through it."
"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."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"The amount of software issues are still too big, even considering the complexity of the tool."
"They should add some of the bolt-ons into the initial setup, such as chat."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"Needs less infrastructure requirements."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"Integration was a major limitation with SummitAI."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"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."
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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 Clarity SM. 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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