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.
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"Technical support has been fine."
"The digital workplace is appealing."
"The solution can perform well for large-sized companies."
"It helps when you have an incident or performing a problem change management process."
"The view it provides into who's doing the work."
"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"The UI is very user-friendly."
"As of late, I really like the BI functions."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"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."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"The reports need improvement, it is not a good functioning tool."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"Some parts of the solutions are using the old interface."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"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."
"Needs less infrastructure requirements."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"The cost of this solution is too high, which is why we're leaving."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."
"We would like more information about all the configurations that we have on our infrastructure side."
"One area that this product can improve is in the mobile user aspect."
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
"I would like to see the API cleaned up."
"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."
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