SymphonyAI Summit

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CASE STUDIES

Navis sets sail with SymphonyAI — how a software company in the global cargo handling industry replaced ServiceNow

CASE STUDIES

SymphonyAI takes center stage as the preferred IT service management platform for Infogain’s digital transformation

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CASE STUDIES

SymphonyAI supports future growth and technology advances of world-class airport

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CASE STUDIES

A leading automobile manufacturer puts its productivity in top gear with SymphonyAI

A recent snapshot of the Gartner Peer Insights customer ratings for the two ITSM platforms has SymphonyAI IT Service Management at 4.6/5 from 920 ratings and BMC Helix ITSM at 4.4 from 169 ratings. SymphonyAI IT Service Management also has an 85% “willingness to recommend” score compared to BMC Helix ITSM’s 80%. According to Gartner, this score is “calculated based on the responses to the question ‘Would you recommend this product to others?’”

However, it’s the rating breakdowns below that emphasize how customers prefer SymphonyAI as a modern service management solution.

The Gartner Peer Insights data clearly shows
SymphonyAI superiority

The table below details the functional capability rating breakdowns for the above scores.

Capabilities	SymphonyAI	BMC	Delta
IT Support Enablement	4.6	4.5	+0.1
Multichannel Engagement	4.6	4.4	+0.2
IT Knowledge Management	4.5	4.2	+0.3
Service Reporting and Resource Mgt	4.6	4.2	+0.4
Case Management	4.3	4.3	+0.3
Integrated AI	4.4	4.3	+0.1
Adaptive Change & Release	4.5	4.4	+0.1
Service Configuration Management	4.4	4.4	--
Collaboration	4.4	4.1	+0.3
Workflow Automation & Integration	4.3	4.1	+0.2
Overhead	4.4	4.1	+0.3
User Experience	4.5	4.0	+0.5

While all the above score deltas are important, some capabilities resonate with customer organizations more than others. For example:

User Experience (+0.5)

SymphonyAI offers far greater ease of use and the ability to improve employee productivity, ultimately improving business operations and outcomes

Service Reporting and Resource Management (+0.4)

access to the platform-held data and information is vital to organizations understanding performance and driving improvement

Overhead (+0.3)

cost is usually of paramount importance; customers report that SymphonyAI has a significantly lower total cost of ownership (TCO) than BMC Helix ITSM

Case Management (+0.3)

using the service management platform to enable other business functions’ workflow management and optimization needs is a necessary use case for most customers

However, the difference between SymphonyAI IT Service Management and BMC Helix ITSM extends beyond these functional capabilities, with this shown below:

Capabilities	SymphonyAI	BMC	Delta
Evaluation & Contracting	4.6	4.4	+0.2
Pricing Flexibility	4.6	4.3	+0.3
Ability to Understand Needs	4.6	4.4	+0.2
Ease of Deployment	4.6	4.0	+0.6
Quality of End-User Training	4.6	4.1	+0.5
Ease of Integration	4.5	4.1	+0.4
Availability of 3rd-Party Resources	4.4	4.1	+0.3
Service & Support	4.6	4.3	+0.3
Timeliness of Vendor Response	4.6	4.3	+0.3
Quality of Technical Support	4.6	4.3	+0.3
Quality of Peer User Community	4.5	4.3	+0.2

Gartner Peer Insights uses “voice of the customer” data to differentiate between the most popular service management platforms. Gartner makes this data freely available at https://www.gartner.com/reviews/market/it-service-management-platforms, and collates periodical snapshots in a Gartner Voice of the Customer for IT Service Management Platforms report. For example, the 24 March 2023 Gartner report shows SymphonyAI IT Service Management as one of only two Customers’ Choice ITSM platforms.

SymphonyAI IT Service Management scores higher than BMC Helix ITSM across 25 Gartner Peer Insights measurement points, with one tie preventing a “clean sweep.” Importantly, the BMC solution never outscores SymphonyAI IT Service Management.

The largest deltas relate to user experience (+0.5) – thanks to consumer-grade digital experiences that employees love – and ease of deployment (+0.6), where customers view the time-to-value as critical, with the ability to go live with SymphonyAI in just 90 days a key differentiator.

Ultimately, these key rating deltas and the earlier Overhead rating mean that SymphonyAI IT Service Management customers are not only happier with how they can access the offered service management capabilities, but they are especially satisfied with the solution pricing.

Does Your ITSM Vendor Take You Back to the 90s?

SymphonyAI ITSM Case Studies

Gartner Peer Insights rates SymphonyAI higher than BMC