BMC Helix ITSM vs SymphonyAI IT Service Management comparison

BMC and SymphonyAI are both solutions in the IT Service Management (ITSM) category. BMC is ranked #4 with an average rating of 7.8, while SymphonyAI is ranked #22 with an average rating of 7.0. BMC holds a 11.4% mindshare in ISM, compared to SymphonyAI’s 1.6% mindshare. Additionally, 87% of BMC users are willing to recommend the solution, compared to 100% of SymphonyAI users who would recommend it.

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

5,395 Views
3,447 Comparison Views

87% willing to recommend

SymphonyAI IT Service Manag...

Read 5 SymphonyAI IT Service Management reviews

428 Views
312 Comparison Views

100% willing to recommend

BMC Helix ITSM

SymphonyAI IT Service Manag...

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

BMC Helix ITSM and SymphonyAI IT Service Management compete in IT service management solutions. SymphonyAI has the upper hand due to advanced features and innovation, while BMC Helix offers an advantage in pricing and support.

Features: BMC Helix ITSM provides robust automation capabilities, powerful workflow management, and effective support services. SymphonyAI IT Service Management offers sophisticated AI-driven analytics, customizable reporting tools, and strong AI integration suited for dynamic environments.

Room for Improvement: BMC Helix ITSM could enhance AI features, improve mobile usability, and strengthen reporting capabilities. SymphonyAI IT Service Management may benefit from more flexible deployment options, better pricing strategies, and expanded customer support.

Ease of Deployment and Customer Service: BMC Helix ITSM is recognized for flexible deployment options and effective support services, aiding smooth implementation. SymphonyAI's straightforward installation and efficient training programs offer quick deployment. Both maintain strong customer service.

Pricing and ROI: BMC Helix ITSM provides competitive pricing with good ROI through scalable solutions and comprehensive support. SymphonyAI's higher initial cost is justified by advanced features and capabilities, promising potentially greater long-term ROI focused on innovation.

To learn more, read our detailed BMC Helix ITSM vs. SymphonyAI IT Service Management Report (Updated: February 2025).

Buyer's Guide

BMC Helix ITSM vs. SymphonyAI IT Service Management

February 2025

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Helped 842,767 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

BMC Helix ITSM

Ranking in Help Desk Software

4th

Ranking in IT Service Management (ITSM)

4th

Average Rating

8.0

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

SymphonyAI IT Service Manag...

Ranking in Help Desk Software

22nd

Ranking in IT Service Management (ITSM)

22nd

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

IT Asset Management (15th)

Mindshare comparison

As of April 2025, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 11.4%, down from 13.3% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.6%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

Fairoz Gadad

Project Manager at a computer software company with 1,001-5,000 employees

Development team is quick to address bugs or shortcomings in their product

BMC's technical support team needs to improve. Right now, the problem over here is we are not getting the exact answers on time. Their engineers are mainly based in the US or Israel, and we get comprehensive dedicated support. Some of the Indian customer service representatives are also outstanding. Unfortunately, in the past six months or seven months, I've been getting brand-new engineers. Either they're not entirely aware of most cases, or they don't know how to troubleshoot further. So for any product to be stable and work correctly, BMC must ensure that customer service is excellent. Even though if your product is a hundred percent, we'll have problems marketing it to our customers.

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Abhishek Bhosle

IT Specialist at Tata AIA

Good ticketing tool but limitations with integration

We use ManageEngine, but it's still pretty new and under development. We used SummitAI for about four years before switching to ManageEngine. There are specific features that were missing in SummitAI that we're hoping to find in ManageEngine. We were informed that ManageEngine was a new ticketing tool with modern and advanced analytics, which would be a better fit than SummitAI with its older engine. Firstly, ManageEngine allows detailed asset inventory per user. I, as a user, can store authentication details like which laptop and mobile I use, for all employees. Secondly, ManageEngine can handle patching, Windows updates, and pushing applications from the server to desktops. Finally, ManageEngine lets us do remote access directly through the tool.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"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."

"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."

"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."

"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."

"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."

"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."

"I like the single sign-on and that administrators can customize."

"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."

More BMC Helix ITSM pros

"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."

Cons

"In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. However, we lack access to a sandbox for in-house development, which was very helpful for hands-on work with new features."

"Needs less infrastructure requirements."

"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."

"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."

"We have experienced outages, because some other customers did something on the same cluster that we share."

"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 Approval Central system needs to be refreshed."

"The amount of software issues are still too big, even considering the complexity of the tool."

More BMC Helix ITSM cons

"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."

"Integration was a major limitation with SummitAI."

"There could be flexibility in terms of customization."

Pricing and Cost Advice

"The solution's pricing should come down."

"BMC Helix ITSM is a very cost-effective solution."

"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."

"The price of BMC Helix ITSM could improve their price."

"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."

"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."

"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."

"The price of BMC Helix ITSM is expensive."

More BMC Helix ITSM pricing and cost advice

"SummitAI IT Management Suite's pricing is a bit expensive."

"The product's cost is average."

"We have a regular license."

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Top Industries

By visitors reading reviews

Computer Software Company

18%

Financial Services Firm

15%

Government

Manufacturing Company

Financial Services Firm

15%

Computer Software Company

14%

Manufacturing Company

14%

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about BMC Helix ITSM?

If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within depart...

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What needs improvement with BMC Helix ITSM?

BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs. The interface should be more user-friendly, and the customization should...

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What is your primary use case for BMC Helix ITSM?

We are currently using BMC Helix ITSM in our organization. We are in the process of implementing new modules like CMDB and discovery.

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What do you like most about SummitAI IT Management Suite?

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.

See all answers

What is your experience regarding pricing and costs for SummitAI IT Management Suite?

The product's cost is average. It used to be inexpensive, but now they have added many functionalities. Still, it is cheaper than other more significant tools in the market. The suite is not just l...

See all answers

What needs improvement with SummitAI IT Management Suite?

Integration was a major limitation with SummitAI. Features we need are available in ManageEngine, making it a better fit. Secondly, the cost of SummitAI was a challenge. Finally, company policies o...

See all answers

Comparisons

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Compared 11% of the time

OpenText Service Management Automation X (SMAX) vs BMC Helix ITSM

Compared 3% of the time

Zendesk vs BMC Helix ITSM

Compared 3% of the time

ManageEngine ServiceDesk Plus vs BMC Helix ITSM

Compared 3% of the time

More BMC Helix ITSM Competitors

ServiceNow vs SymphonyAI IT Service Management

Compared 84% of the time

ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management

Compared 16% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

March 2025

Download BMC Helix ITSM product report

Buyer's Guide

IT Service Management (ITSM)

March 2025

Download SymphonyAI IT Service Management product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy

Summus IT Management Suite

Overview

BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

Key Features

Some of BMC Helix ITSM’s key features include:

Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

Reviews from Real Users

BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

BMC

SymphonyAI provides an AI-powered IT Service Management (ITSM) platform aimed at enhancing IT service delivery efficiency and effectiveness. The platform, SymphonyAI ITSM, offers a unified service portal for streamlined user assistance and incorporates reporting and analytics functionalities to furnish insights into IT service performance. By leveraging artificial intelligence, SymphonyAI aims to optimize ITSM processes, aligning IT services with business needs while ensuring cost efficiency.

SymphonyAI

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla

Buyer's Guide

BMC Helix ITSM vs. SymphonyAI IT Service Management

February 2025

Free Report: BMC Helix ITSM vs. SymphonyAI IT Service Management

Find out what your peers are saying about BMC Helix ITSM vs. SymphonyAI IT Service Management and other solutions. Updated: February 2025.

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