BMC Helix ITSM vs SymphonyAI IT Service Management comparison

BMC Helix and SymphonyAI are both solutions in the IT Service Management (ITSM) category. BMC Helix is ranked #5 with an average rating of 7.8, while SymphonyAI is ranked #24. BMC Helix holds a 5.7% mindshare in ISM, compared to SymphonyAI’s 1.7% mindshare. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 100% of SymphonyAI users who would recommend it.

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

4,771 Views
4,103 Comparison Views

87% willing to recommend

SymphonyAI IT Service Manag...

Read 5 SymphonyAI IT Service Management reviews

1,526 Views
824 Comparison Views

100% willing to recommend

BMC Helix ITSM

SymphonyAI IT Service Manag...

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Executive SummaryUpdated on Nov 3, 2024

BMC Helix ITSM and SymphonyAI IT Service Management compete in IT service management solutions. SymphonyAI has the upper hand due to advanced features and innovation, while BMC Helix offers an advantage in pricing and support.

Features: BMC Helix ITSM provides robust automation capabilities, powerful workflow management, and effective support services. SymphonyAI IT Service Management offers sophisticated AI-driven analytics, customizable reporting tools, and strong AI integration suited for dynamic environments.

Room for Improvement: BMC Helix ITSM could enhance AI features, improve mobile usability, and strengthen reporting capabilities. SymphonyAI IT Service Management may benefit from more flexible deployment options, better pricing strategies, and expanded customer support.

Ease of Deployment and Customer Service: BMC Helix ITSM is recognized for flexible deployment options and effective support services, aiding smooth implementation. SymphonyAI's straightforward installation and efficient training programs offer quick deployment. Both maintain strong customer service.

Pricing and ROI: BMC Helix ITSM provides competitive pricing with good ROI through scalable solutions and comprehensive support. SymphonyAI's higher initial cost is justified by advanced features and capabilities, promising potentially greater long-term ROI focused on innovation.

To learn more, read our detailed BMC Helix ITSM vs. SymphonyAI IT Service Management Report (Updated: January 2026).

Buyer's Guide

BMC Helix ITSM vs. SymphonyAI IT Service Management

January 2026

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Helped 881,665 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

BMC Helix ITSM

Ranking in Help Desk Software

8th

Ranking in IT Service Management (ITSM)

5th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

SymphonyAI IT Service Manag...

Ranking in Help Desk Software

26th

Ranking in IT Service Management (ITSM)

24th

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

IT Asset Management (15th)

Mindshare comparison

As of February 2026, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 5.7%, down from 12.0% 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 Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
BMC Helix ITSM	5.7%
SymphonyAI IT Service Management	1.7%
Other	92.6%

IT Service Management (ITSM)

Featured Reviews

KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

Self-service portal significantly reduces resolution time and transforms service process with advanced features

We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

Read full review

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

"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."

"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."

"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."

"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."

"It provides a good user experience."

"We use this tool for managing tickets, other employee related services, and reporting purposes."

"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."

"Initial, out-the-box setup was easy with no problems."

More BMC Helix ITSM 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

"The interface should be more user-friendly, and the customization should be easier."

"Needs less infrastructure requirements."

"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."

"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."

"Support could be more skilled. We are wasting too much of our time debugging."

"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."

"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."

"The documentation could improve in BMC Helix ITSM."

More BMC Helix ITSM cons

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

"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."

"There could be flexibility in terms of customization."

Pricing and Cost Advice

"BMC Helix ITSM is a very cost-effective solution."

"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."

"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."

"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."

"If you are looking for some kind of professional services form the OEM then you would have to purchase that."

"The solution's pricing should come down."

"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."

More BMC Helix ITSM 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."

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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

Government

Manufacturing Company

15%

Government

Computer Software Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	54

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	6
Large Enterprise	3

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...

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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...

See all answers

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...

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Comparisons

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Compared 33% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 13% of the time

Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM

Compared 4% of the time

Zendesk vs BMC Helix ITSM

Compared 4% of the time

Freshservice vs BMC Helix ITSM

Compared 3% of the time

More BMC Helix ITSM Competitors

ServiceNow vs SymphonyAI IT Service Management

Compared 29% of the time

Vision Helpdesk vs SymphonyAI IT Service Management

Compared 11% of the time

Scalable Software Asset Vision vs SymphonyAI IT Service Management

Compared 7% of the time

Zendesk vs SymphonyAI IT Service Management

Compared 5% of the time

ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management

Compared 5% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

January 2026

Download BMC Helix ITSM product report

Buyer's Guide

IT Service Management (ITSM)

January 2026

Download SymphonyAI IT Service Management product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management

Summus IT Management Suite

Overview

BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

Key Features

Some of BMC Helix ITSM’s key features include:

Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

Reviews from Real Users

BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

BMC Helix

SymphonyAI provides an AI-powered IT Service Management (ITSM) platform aimed at enhancing IT service delivery efficiency and effectiveness. The platform, SymphonyAI ITSM, offers a unified service portal for streamlined user assistance and incorporates reporting and analytics functionalities to furnish insights into IT service performance. By leveraging artificial intelligence, SymphonyAI aims to optimize ITSM processes, aligning IT services with business needs while ensuring cost efficiency.

SymphonyAI

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

Buyer's Guide

BMC Helix ITSM vs. SymphonyAI IT Service Management

January 2026

Free Report: BMC Helix ITSM vs. SymphonyAI IT Service Management

Find out what your peers are saying about BMC Helix ITSM vs. SymphonyAI IT Service Management and other solutions. Updated: January 2026.

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