SymphonyAI IT Service Management Reviews

We work on the ITSM modules, including predictive intelligence, AI, and ITOM as well.

We have not used Orchestration so far, but if we get an opportunity for another customer, we will definitely use it.

We are not using the Automation Engine because we have our own internal Orchestration and Automation team which works on the automation, so we do not use SymphonyAI IT Service Management, also because it is an expensive proposition to use SymphonyAI IT Service Management Automation.

We have just begun talks with ManageEngine to use that as well, and the entire product of Zoho to see how we can propose them for our customers. They are into observability, endpoint management, and ITSM and ITOM. We are exploring their products currently and are still in the demo stage.

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.

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 true for now, because when I left, I just had a demo about their AI capabilities, but that was not up to mark. The system was not too friendly for customization.

I would appreciate their ability to customize and better support.

I have worked with SymphonyAI IT Service Management since 2014 to 2024.

Technical support takes too long for any issues to get resolved, and that created a lot of frustration. Any issue reported to them takes too long to resolve. It is not the competence, but rather the response time that is problematic.

Unfortunately, I did not work with previous solutions because by the time that was being implemented, I changed my organization.

Implementation was very easy. If you go with out-of-the-box implementations, implementing out-of-the-box SymphonyAI IT Service Management is very easy. That is one of the USPs of that product.

I am more of a consultant, and we implement it for our customers. I have a team that implements it for our customers.

Their pricing is competitive. With similar tools in the market, they are at a higher price, but it is pretty competitive if you look at an overall picture.

We mainly used it as a ticketing tool for our IT services. It wasn't bad, but the reporting wasn't great, which is one reason we decided to switch.

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.

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 or architecture restricted us from utilizing SummitAI's full capacity, which wouldn't be an issue with ManageEngine.

We used SummitAI for about four years.

It was a stable solution. There were more than 10,000 end users using this product in our company.

We used to raise concerns to the tech support team. It was okay. Sometimes, there was a delay. But other times, it was good.

Neutral

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.

The initial setup was good enough. It was not difficult, just login tool stuff. Overall, it was good.

For users evaluating SummitAI, it's an integration tool, and integration needs differ across organizations. What fits me might not fit another. It depends. But it's a good tool, provided your organization utilizes it to its full potential.

Overall, I would rate the solution a seven out of ten. 

We use the product for various modules, such as incident service requests, change management, problem management, IT asset management, and CMDB. We are exploring chatbot capabilities, which they will introduce in the next few months.

The product has the best features for ITSM. It provides a native asset discovery and orchestration engine, which is helpful.

SummitAI IT Management Suite's support services could be better. Additionally, there could be flexibility in terms of customization. There are limitations to adding or removing out-of-the-box features as per different requirements.

I have been using SummitAI IT Management Suite for ten years. 

The application is relatively stable. I rate its stability a seven out of ten. 

It is a scalable platform. I rate its scalability an eight out of ten. We have enterprise customers for it. We have implemented it in our organization, which was an extensive implementation. We had a lot of customization and integration, increasing the timeline.

The product's technical support team's response time could be better. It takes a long time and needs a lot of follow-ups. Additionally, the team needs to have proper information about the configuration.

Neutral

We have used ServiceNow. It is easy to use and a stable application in terms of configuration. Its support service is good as well. Although, its pricing is a little higher. It is the reason many companies are moving to other tools.

It is deployed on the cloud and is easy to set up. Implementing for midsized companies with 2000 users takes four months. It includes life cycle vendor assessment, data gathering, and deployment.

The product is worth the money if you implement the out-of-the-box version.

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 limited to the license component; additional costs are associated with adding other functionalities like IT asset management, orchestration, and the chatbot.

I rate its pricing a seven out of ten.

It is a good tool for out-of-the-box implementation. Although, it needs improvement for integration capabilities. I advise others looking for it to wait for its new platform, which will be promising in terms of flexibility of integrations and customizations.

I rate the product a seven out of ten.

SummitAI IT Management Suite is mainly used for opening and resolving tickets and identifying incidents.

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. Previously, if we had an incident within the organization, it would take time for our engineers to draft a mail and send it to the end user. Now, with SummitAI IT Management Suite, the incident mailers go out much faster because the tool identifies that there's an outage and sends out a message to all the users automatically. So this has reduced a lot of our engineers' workload, use of resources, and cost.

SummitAI IT Management Suite's most valuable features are the chat box AI, the knowledge base, and the automation features in the orchestration part. It also gives you a 360-degree view of your asset's life cycle, which is very difficult to find in some other products.

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

I've been working with SummitAI IT Management Suite for over five years.

SummitAI IT Management Suite is highly stable on cloud - in the last five years, we haven't had a single outage.

There are no restrictions on SummitAI IT Management Suite's scalability, and we've never found an issue with it.

The initial setup is very straightforward, and it only takes a day or two for the basic installation. The only challenge is when you require customization, which can take some extra time. I would rate the setup eight out of ten.

We saw ROI within two years of installation.

SummitAI IT Management Suite's pricing is a bit expensive, and I would rate it three out of five.

I would recommend SummitAI IT Management Suite to others because of its high availability, customizations, automation, and AI and because it brings down costs. I would give SummitAI IT Management Suite a rating of nine out of ten.

We're using it for remote access. We are also using it for call recording and logging calls. All our employees use this solution to log a call for any particular IT service.

It has multiple benefits. It is very simple to use. People just put in their query, and at the back end, it automatically identifies whether it is an incident or a service call log. It automates that, and then it automatically keeps on sending the regular internal updates about a particular call log ticket to the end-users. 

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

I would like them to add software inventory in the next release. We don't have that right now. 

I have been using this solution for five or six years.

It is stable.

It is scalable. Earlier, we had about 5,000 users. Now, we have almost 9,000 users. 

We are using it extensively. An increase in its usage would be our management's call. Most probably, its usage would increase.

Their technical support team is good. They provide the solution and answer all the queries when you contact them, but there is always a scope for improvement in the service area. I would rate them an eight out of 10.

I'm not the person who did the setup.

We have seen an ROI.

We have a regular license.

It is a good tool to use. It has multiple models, but we are using only a few. Our usage is quite limited. We are happy with whatever we are using.

I would rate it an eight out of 10.