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BMC Helix ITSM vs SymphonyAI IT Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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
6th
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
79
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
5
Ranking in other categories
IT Asset Management (16th)
 

Mindshare comparison

As of July 2025, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 9.7%, down from 13.4% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.5%, up from 1.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Ameet Darole - PeerSpot reviewer
Used for user ticket management, incident management, and event management
We had a manual event management process and a separate monitoring tool called Dynatrace. The alerts generated did not flow to the ITSM tool. With BMC Helix ITSM, the alerts flow and auto-route to respective technical support. If the alerts are resolved, the ticket will be automatically closed. So, the workload and automation are much better now. BMC Helix ITSM is a fast platform, so it is quite manageable. I would recommend BMC Helix ITSM to other users because it is a good solution. Overall, I rate the solution an eight out of ten.
Abhishek Bhosle - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"Technical support has been fine."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"The solution's most valuable features are automation and orchestration."
"The most valuable features of BMC Helix ITSM for us are CMDB and discovery."
"The solution can scale."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"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."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"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

"It has created more layers of bureaucracy."
"BMC Helix ITSM should improve its price."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"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."
"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."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"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

"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."
"The price of BMC Helix ITSM could improve their price."
"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."
"The price of BMC Helix ITSM is expensive."
"The solution's pricing should come down."
"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."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"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
13%
Manufacturing Company
8%
Government
8%
Manufacturing Company
15%
Financial Services Firm
10%
Computer Software Company
10%
Government
7%
 

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...
What needs improvement with BMC Helix ITSM?
Currently, we are not utilizing the AI functionality in BMC Helix ITSM as we are still in the roadmap and development phase at this point in time. There isn't anything that I would suggest for impr...
What is your primary use case for BMC Helix ITSM?
We use BMC Helix ITSM for the complete end-to-end ITSM suite, mainly for ticketing and service management. BMC Helix ITSM supports our IT service management processes primarily for all incident, pr...
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.
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...
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...
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
Summus IT Management Suite
 

Overview

 

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
Find out what your peers are saying about BMC Helix ITSM vs. SymphonyAI IT Service Management and other solutions. Updated: July 2025.
863,901 professionals have used our research since 2012.