BMC Track-It! vs SymphonyAI IT Service Management comparison

BMC Track-It! vs. SymphonyAI IT Service Management

Download the complete report

Helped 909,725 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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

Read full review

reviewer2287086

ICT Manager at a legal firm with 11-50 employees

Provides good stability, but it could be intuitive and easier to use

The product’s current version could be easier and straightforward to work with small IT organizations, similar to the older version. Its asset management feature has been significantly affected since the upgrade. Earlier, it was able to perform skill-based routing automatically. We could set up parameters within the system and view the details of the incident or a ticket. The same functionality needs to be fine-tuned in the new system.

Read full review

AbhilashSherkane

Senior Practitioner at a outsourcing company with 1,001-5,000 employees

Comprehensive IT service processes have been supported but customization and support need improvement

All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good. SymphonyAI IT Service Management does not have too many integrations and does not have too many out-of-the-box integrations compared to other peers in the market. I think that is the only place where they lack. However, they did have a functionality where we could build our own integration, so we were using that. If they had any out-of-the-box capabilities for some of the common infrastructure tools, that would have been easier for us. The out-of-the-box functionalities were good, including AI. However, the moment we had to customize options, that becomes very difficult with SymphonyAI IT Service Management. As long as we were using out-of-the-box, it worked great.

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 features that we found most valuable have been just automating manual processes. We are able to integrate and work with applications that users typically work with. That has been the best feature for us right now."

"By using this, we are saving time and we no need to do routine work, as it is now automated and the result is shared with all of the end-users."

"The most valuable features of Automation Anywhere are Excel, periods, database, and email action."

"The primary use case is automation of processes for people services, such as data management of the employees, and financial processes, like reporting, financial reporting, and month-end closing activities."

"The Capture command has been a lifesaver for me in each of my use cases and the advanced Excel functionalities like running macro, reading and manipulating data, etc. It allows the bot creator to leverage the inbuilt functionalities that AA2019 has to offer to a great extent."

"The most valuable feature is the task bots because we found that cognitive functionality can be improvised."

"Using automation, these processes are completed in between one and two hours, using one robot, and with these savings in time, the staff can do more in other areas, improving productivity and creativity while reducing the need for overtime and positively impacting the company overall."

"Automation Anywhere has not only my organization but several customers as well, particularly the organizations from the automobile industry, benefitted in their vision to transform their business objective towards the path of digital transformation."

More Automation Anywhere pros

"Track-It! has many features that help make us more efficient and cost effective as a department."

"We can manually capture the assets available within the location."

"As a department, we have been able to identify problems and resolve them faster because of the centralized database."

"Our efficiency has improved drastically due to a massive reduction in phone calls."

"The initial setup is pretty easy."

"We use it to create and manage our work orders."

"The customization of the product and reporting capabilities have allowed us to provide upper management the graphs (data) they request that helps validate specific needs that we (IT) have."

"Our users have come to expect availability and quick responses, and we are able to provide this thanks to the Track-IT! solution."

More BMC Track-It! pros

"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."

"All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good."

"The most valuable feature is remote access. People are working from home, and we can take remote access through it."

"The product has the best features for ITSM."

"It is a good tool to use."

Cons

"We need a native way in Automation Anywhere's framework to tie all that information together, including AI dashboard, governance dashboards, and document automation results."

"Certain areas of the user interface require improvement."

"Since Automation Anywhere's Japan office was only recently opened, it seems the support has not been as good as support for other package applications."

"It is good for standard procedures with an SOP. For those, it works well. But there are processes that are tricky and need human intervention and intelligence. In those cases, the process gets stuck."

"They should consider being more multi-platform."

"If the deployment is not right, you get the frustration, not the automation."

"The stability of this solution depends on the processes, but I think that there is room for improvement in this regard."

"We have had so many stability issues."

More Automation Anywhere cons

"Track-It! works great for a mid-size company, but anything over 700 employees, and trying to use Track-It! for any other areas of the business is difficult."

"The product’s current version could be easier and straightforward to work with small IT organizations, similar to the older version."

"There are a few items that I would like changed or extra features that could be added to our current version of this software, but those are all going to be addressed in a future software update."

"The area where we would like to see improvement is in the asset management module."

"The solution is cumbersome to use."

"Currently, if you go and check the reports in the packet, the reports are useless; reporting is really bad."

"Their self-service is not user friendly."

"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."

"Technical support takes too long for any issues to get resolved, and that created a lot of frustration."

"SummitAI IT Management Suite's project management and operational management features could be improved."

Pricing and Cost Advice

"We were paying approximately $30,000 for a year license."

"Time-wise: We have saved hundreds of thousands of hours."

"We have seen a return of investment because it takes less time to market in our current process. I would estimate a times savings between 20 to 30 percent."

"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."

"It's the best RPA tool, but the pricing could be improved."

"Because it reduced the time duration of our processes, our costs went down."

"We purchase on a bot basis. Our costs are approximately $5,000."

"Although the initial implementation cost of Automation Anywhere is relatively high compared to other options, its annual subscription cost is lower than UiPath's, which has the opposite pricing structure."

More Automation Anywhere pricing and cost advice

"BMC Track-It!’s price is reasonable compared to other products."

"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

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

See recommendations

909,725 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

11%

Construction Company

11%

Outsourcing Company

10%

No data available

Manufacturing Company

14%

Construction Company

13%

Comms Service Provider

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	558

No data available

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	6
Large Enterprise	4

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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

Ask a question

Earn 20 points

Their pricing is competitive. With similar tools in the market, they are at a higher price, but it is pretty competit...

What needs improvement with SummitAI IT Management Suite?

I have not worked on their AI-driven analytics, so I am not sure about that capability. I do not know if it would be ...

What is your primary use case for SummitAI IT Management Suite?

We work on the ITSM modules, including predictive intelligence, AI, and ITOM as well. We have not used Orchestration ...

UiPath Platform vs Automation Anywhere

Comparisons

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs BMC Track-It!

Compared 15% of the time

BMC Helix Discovery vs BMC Track-It!

Compared 13% of the time

Lansweeper vs BMC Track-It!

Compared 9% of the time

Vyapin Microsoft 365 Manager vs BMC Track-It!

Compared 8% of the time

USU Valuemation vs BMC Track-It!

Compared 7% of the time

More BMC Track-It! Competitors

ServiceNow vs SymphonyAI IT Service Management

Compared 12% of the time

Vision Helpdesk vs SymphonyAI IT Service Management

Compared 8% of the time

BMC Helix ITSM vs SymphonyAI IT Service Management

Compared 8% of the time

RF Code CenterScape vs SymphonyAI IT Service Management

Compared 4% of the time

USU Valuemation vs SymphonyAI IT Service Management

Compared 4% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Automation Anywhere

Download Automation Anywhere product report

IT Asset Management

Download BMC Track-It! product report

IT Service Management (ITSM)

Download SymphonyAI IT Service Management product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

BMC Numara Track-It!, Numara Track-It!, Numara

Summus IT Management Suite

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

SymphonyAI

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

BMC Track-It! offers robust customization and reporting, allowing effective IT management through essential data provision, ease of setup, and maintaining stability.

Organizations employ BMC Track-It! primarily for help desk management, effectively managing incidents, service requests, and IT assets. It facilitates logging and resolving calls, improving proactive responses and accommodating growing IT service demands. Users highlight its capabilities in change and problem management, ensuring availability and prompt response even under increased workloads.

What are the key features of BMC Track-It!?

Customization and Reporting: Allows tailored solutions and essential data provision for validating IT needs.
Parent/Child Ticket Feature: Enhances tracking by linking related tickets together.
Audit Trail and User Surveys: Keeps detailed records of changes and obtains user feedback for improvements.
Help Desk and Purchasing Modules: Offers comprehensive issue tracking, trend analysis, and manages stock and work orders.
Flexible Setup Process: Ensures ease of implementation without enforcing strict processes on technicians.

What benefits or ROI should users look for?

Enhanced Efficiency: By efficiently managing calls and incidents, users can focus on more strategic tasks.
Improved Response Times: Fast resolution of tickets ensures high availability of IT services.
Flexible Implementation: The straightforward setup allows quick adaptation to organizational workflows.
Reduced Service Desk Calls: Proactive management reduces overall demand for service desk support.

BMC Track-It! is widely implemented across industries to support IT management needs, providing effective help desk solutions that balance user demands and technology capabilities. Its integration is particularly noticeable in sectors with complex IT infrastructures requiring reliable service management and asset tracking.

BMC Helix

SymphonyAI IT Service Management provides comprehensive ITSM functionalities with features like remote access, chat AI, and automation. Its 360-degree asset lifecycle view and orchestration engine stand out, though integration and customization have room for improvement.

SymphonyAI IT Service Management is a robust tool for managing incidents, problems, changes, and service requests. It enhances asset management with native discovery and is designed for efficient SLA tracking. While users value its strong out-of-the-box features, they often seek better integration options and improvements in software inventory and support services. Despite AI-driven analytics and customization challenges, its use cases in remote access and ticketing processes demonstrate its core strengths.

What are the key features of SymphonyAI IT Service Management?

Remote Access: Enables users to manage IT services from any location efficiently.
Chat AI: Provides intelligent communication solutions for enhanced user interaction.
Knowledge Base: Offers a repository of information to streamline problem-solving.
Automation: Automates processes to improve accuracy and reduce manual effort.
Orchestration Engine: Integrates different systems for seamless operations.
Full ITSM Capabilities: Manages incidents, changes, and service requests comprehensively.

What are the benefits and ROI to consider?

360-Degree Asset View: Ensures a complete perspective on asset lifecycle for better management.
Fast Report Fetching: Provides quick access to essential data, aiding decision-making.
SLA Tracking: Monitors service level agreements effectively, improving compliance.
Cost-Effective: Balances robust features with considerations on pricing and budget.

SymphonyAI IT Service Management is employed across industries for remote IT support, call logging, and ticket management. It supports incident service requests, CMDB, and asset management. Some leverage predictive intelligence and ITOM, while others, driven by internal solutions or cost factors, hesitate to fully adopt its Automation Engine. Upcoming chatbot capabilities are being explored by organizations looking to enhance their IT service management frameworks.

SymphonyAI

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Florida Hospital, Mitchell International

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

BMC Track-It! vs. SymphonyAI IT Service Management