BMC Remedy vs ServiceNow vs SymphonyAI IT Service Management comparison

SymphonyAI IT Service Manag...

Read 217 ServiceNow reviews

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3,935 Comparison Views

92% willing to recommend

Read 5 SymphonyAI IT Service Management reviews

339 Views
246 Comparison Views

100% willing to recommend

BMC Remedy

SymphonyAI IT Service Manag...

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between BMC Remedy, ServiceNow, and SymphonyAI IT Service Management based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, BMC, Qualys and others in IT Asset Management.

To learn more, read our detailed IT Asset Management Report (Updated: January 2025).

Download the complete report

IT Asset Management

January 2025

Helped 849,190 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:

Mindshare comparison

As of April 2025, in the IT Asset Management category, the mindshare of BMC Remedy is 5.5%, down from 7.2% compared to the previous year. The mindshare of ServiceNow is 22.6%, down from 27.8% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.7%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Asset Management

Featured Reviews

Ameet Darole

IT Service Delivery at Abcl

Offers automation, orchestration, service level management but lacks AI-based rules

BMC Helix is the upgraded version and incorporates many new ways of working for service operations. It's a significant improvement. Helix offers analytics, AI-based rules, a smart digital console, and workflow management. Remedy doesn't have these features. That's a significant difference. BMC Helix seems to be a strong competitor to ServiceNow, while Remedy wasn't at the same level.

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Somnath Kand

Team Lead at LTI - Larsen & Toubro Infotech

Custom integration and reporting lead to efficient ticket management

There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.

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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.

Read full review

Quotes from Members

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

Pros

"The most valuable BMC Remedy Asset Management are the dashboards and reports for the CIO."

"BMC Remedy is very stable and scalable, making it a valuable tool for our support team."

"The solution is extremely user-friendly."

"The solution helps us manage, escalate, and solve incidents."

"The product has excellent support for remote and hybrid environments."

"The most valuable features of BMC Remedy are its ease of use, ease of installation, and customization capabilities."

"BMC Remedy Asset Management is pretty easy for quite a lot of functions."

"The solution's technical support is good."

More BMC Remedy pros

"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."

"The subsequent chain of tasks, I believe, is valuable."

"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."

"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."

"Identifies better ways to license software or eliminate unused software to save money."

"You can scale the solution."

"ServiceNow provides quite good insights about what is happening in the organization."

"Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities. It is a solid solution. It is also easy to get into and use. It is certainly highly scalable."

More ServiceNow 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."

"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 product has the best features for ITSM."

Cons

"Integration and deployment could be better. It could be easier and faster to integrate and deploy. It would also help if we could have a 360-degree view. It would be better if they changed it to a SaaS type of offering, which is becoming the standard."

"The tool can be expensive for mid-market businesses, making it an area that can be considered for improvement by BMC Remedy."

"When it comes to CMDB, to be able to manage the data, you have to have Atrium integrator, another integrated tool."

"Could be more user friendly for admins to manage."

"The tool is very old."

"Areas for improvement include lack of vision, lack of industry-specific solutions, limited workflows compared to ServiceNow, and being restricted to a purely IT perspective, which limits their addressable market."

"There is room for improvement in integration with various platforms. The support services should be improved. The response time from the support team should be faster."

"BMC Remedy Asset Management could improve by adding intuitive dashboards."

More BMC Remedy cons

"In an upcoming release, there should be more administration tools."

"The contract module is quite rudimentary and doesn't support contract line items."

"It is annoying that ServiceNow keeps on changing back to Quebec every six months."

"The high price is a huge barrier in Portugal."

"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."

"It's a little expensive compared to other tools."

"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."

"There is room for improvement in price."

More ServiceNow cons

"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."

Pricing and Cost Advice

"BMC Remedy is worth its price."

"The tool is expensive."

"I find the pricing to be reasonable."

"BMC should decrease the pricing further."

"The product is costly. On one to ten points, where one is cheap and ten is expensive, I rate the product's price as nine."

"The pricing is in-between. It's not too cheap, and it's not too expensive. For a large organization, it's worth it. But for a smaller one, it might be a bit costly."

"The licensing model of BMC Remedy Asset Management should improve. It is expensive and it is difficult to understand."

"Pricing is expensive compared to lower-end solutions, but it's on par with ServiceNow."

More BMC Remedy pricing and cost advice

"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."

"The licensing cost is based on your partnership with ServiceNow and what you have selected for implementation. There is an annual license cost which is calculated based on your number of devices."

"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."

"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."

"ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."

"In Tunisia, the companies find the licensing costs to be expensive."

"The price is okay for us. It's reasonable."

"The price of this solution is expensive."

More ServiceNow 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."

See which vendors are best for you

Use our free recommendation engine to learn which IT Asset Management solutions are best for your needs.

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849,190 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Educational Organization

40%

Computer Software Company

Financial Services Firm

Government

Educational Organization

27%

Computer Software Company

10%

Financial Services Firm

10%

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 needs improvement with BMC Remedy Asset Management?

If we migrate to the cloud, the Software as a Service version's price is very high. The return on investment is very ...

What is your primary use case for BMC Remedy Asset Management?

BMC Remedy ( /products/bmc-remedy-18153-reviews ) is very important in our IT service management processes. I use it ...

What do you like most about BMC Remedy Asset Management?

The service management features are beneficial – very good.

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

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 to...

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 ...

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 ...

BMC Helix Discovery vs BMC Remedy

Comparisons

Compared 13% of the time

ManageEngine IT Asset Management vs BMC Remedy

Compared 8% of the time

Snow License Manager vs BMC Remedy

Compared 7% of the time

More BMC Remedy Competitors

BMC Helix ITSM vs ServiceNow

Compared 8% of the time

Microsoft Power Apps vs ServiceNow

Compared 7% of the time

Pega Platform vs ServiceNow

Compared 6% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

ManageEngine ServiceDesk Plus vs ServiceNow

Compared 2% of the time

More ServiceNow Competitors

ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management

Compared 17% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Download BMC Remedy product report

BMC Remedy

April 2025

Download ServiceNow product report

March 2025

IT Service Management (ITSM)

April 2025

Download SymphonyAI IT Service Management product report

Also Known As

Remedy Asset Management

No data available

Summus IT Management Suite

Overview

BMC Remedy Asset Management 9 provides complete lifecycle management of your IT assets, from procurement to end-of-life, giving full visibility into ownership, deployment, state, context, and cost of ownership and operation.

Seamless integration with Remedy Service Management aligns ITAM to day-to-day business processes. Integration to the BMC Atrium CMDB enables IT assets to be managed from legacy hardware through to the public cloud and Internet of Things. BMC Remedy Asset Management combines financial, contractual, and IT data to provide complete visibility over your assets.

Asset costing: Track depreciation over time.
Compliance: Software licenses management helps you avoid audit costs.
Contract management: Proactively identify contract infringements and purchasing opportunities.
Asset tracking: Know where your assets are located, who’s using them, and how many there are.
Effective change: Make informed decisions about IT changes.

BMC

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”