Senior Practitioner at a outsourcing company with 1,001-5,000 employees
Real User
Top 20
Mar 27, 2026
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.
Practitioner - Service Management at Peristent Systems
Real User
Top 5
Jul 26, 2023
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.
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.
Help Desk Software offers an efficient way for businesses to manage customer inquiries, improving response times and customer satisfaction. It's a crucial tool for any company aiming to enhance its support services.Help Desk Solutions streamline communication between customers and support teams through ticket management systems. These platforms are designed to consolidate requests from various channels into a single interface, allowing support teams to prioritize and respond effectively. The...
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.
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.
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.
SummitAI IT Management Suite is mainly used for opening and resolving tickets and identifying incidents.
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.