BMC Remedy vs ServiceNow vs SymphonyAI IT Service Management comparison

SymphonyAI IT Service Manag...

Read 217 ServiceNow reviews

5,588 Views
3,836 Comparison Views

92% willing to recommend

Read 5 SymphonyAI IT Service Management reviews

337 Views
238 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 850,491 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 May 2025, in the IT Asset Management category, the mindshare of BMC Remedy is 5.3%, down from 7.3% compared to the previous year. The mindshare of ServiceNow is 21.8%, down from 27.6% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.7%, up from 1.5% 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

"It will simplify handling tasks by providing shortcuts and automating the generation of requests and tickets, including their categorization."

"The service management features are beneficial – very good."

"The tool's automation features are fully capable, especially for IT automation. The asset management capabilities meet expectations."

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

"The solution offers some very good features."

"The solution helps to manage the operational flow in our organization."

"It includes features for automation, such as smart reporting capabilities."

"It has a good peer sharing module."

More BMC Remedy pros

"I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform."

"Makes ticket information easy to access."

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

"I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."

"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."

"The solution's initial setup process is easy."

"If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10."

"You can scale the solution."

More ServiceNow pros

"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

"BMC Remedy could be improved by incorporating analytics and artificial intelligence (AI) modules."

"BMC works through intermediaries or vendors for support, so you don't always interact with BMC directly. The quality can vary depending on the specific vendor."

"The solution must be flexible."

"The initial setup of BMC Remedy Asset Management was complex."

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

"The desktop technicians face some challenges with the solution."

"One area that requires improvement is the prevention of duplicates or data inconsistencies in the system."

"In BMC Remedy, integration is a problem and even APIs are not available."

More BMC Remedy cons

"Licensing costs are very high."

"Compared to other products that I have been using, it is not as user-friendly."

"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."

"It's too complicated and there are too many options."

"We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board."

"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."

"The licensing needs to be divided into tiers in order to attract lower-level users."

"There is a need for bug or error tracking in ServiceNow."

More ServiceNow cons

"Integration was a major limitation with SummitAI."

"There could be flexibility in terms of customization."

"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."

Pricing and Cost Advice

"BMC no longer sells Remedy separately. They've transitioned to selling the BMC Helix platform. Remedy itself is nearing end-of-support."

"The pricing is on the expensive side."

"I find the pricing to be reasonable."

"It is an expensive tool."

"BMC should decrease the pricing further."

"The tool is expensive."

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

"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."

More BMC Remedy pricing and cost advice

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

"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs."

"It is very expensive because it is a big organization. You have to pay for additional things."

"This is a pretty expensive product, so the licensing could be better."

"It is an expensive platform."

"There are licensing fees."

"While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."

"The setup cost is high compared to others, especially when the scope is not fixed."

More ServiceNow pricing and cost advice

"We have a regular license."

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

"The product's cost is average."

See which vendors are best for you

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850,491 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Educational Organization

37%

Computer Software Company

10%

Financial Services Firm

Government

Educational Organization

26%

Computer Software Company

10%

Financial Services Firm

10%

Manufacturing Company

Financial Services Firm

16%

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 7% of the time

Pega Platform vs ServiceNow

Compared 6% of the time

Microsoft Power Apps vs ServiceNow

Compared 6% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

JIRA Service Management vs ServiceNow

Compared 2% of the time

More ServiceNow Competitors

ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management

Compared 18% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Download BMC Remedy product report

BMC Remedy

May 2025

Download ServiceNow product report

April 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.”