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SymphonyAI IT Service Management Reviews

Vendor: SymphonyAI
3.9 out of 5
2,129 followers
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What is SymphonyAI IT Service Management?

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.

Get the IT Service Management (ITSM) Buyer's Guide and find out what your peers are saying about SymphonyAI IT Service Management, ServiceNow, JIRA Service Management and more!
SymphonyAI IT Service Management is the #15 ranked solution in top IT Asset Management solutions, #23 ranked solution in top Help Desk Software, and #23 ranked solution in top IT Service Management (ITSM) solutions. PeerSpot users give SymphonyAI IT Service Management an average rating of 7.8 out of 10. SymphonyAI IT Service Management is most commonly compared to ServiceNow: SymphonyAI IT Service Management vs ServiceNow. SymphonyAI IT Service Management is popular among the large enterprise segment, accounting for 61% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 15% of all views.
Buyer's Guide
IT Service Management (ITSM)
March 2025
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Helped 842,466 peers since 2012

Featured SymphonyAI IT Service Management reviews

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SymphonyAI IT Service Management mindshare

Product category:
IT Service Management (ITSM)
As of March 2025, the mindshare of SymphonyAI IT Service Management in the IT Service Management (ITSM) category stands at 1.6%, up from 0.8% compared to the previous year, according to calculations based on PeerSpot user engagement data.
IT Service Management (ITSM)
 
 
Key learnings from peers

Valuable Features

Users value SymphonyAI IT Service Management for its remote access capabilities, enabling work-from-home efficiency. A chat box AI, comprehensive knowledge base, and automation features enhance user experience. It offers a 360-degree view of asset life cycles, which is rare in other ITSM solutions. Notably, it includes native asset discovery and a robust orchestration engine. The system is easy to use and fast, excelling in SLA tracking and report fetching while serving as a ticketing platform.
  • "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 product has the best features for ITSM."
  • "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."

Room for Improvement

SymphonyAI IT Service Management needs improvements in software inventory, project management, and operational management features. Users report that the support services require enhancement and desire more flexibility in customization. Integration capabilities are seen as a limitation, and costs are considered challenging. Restrictions imposed by company policies or architecture hinder the full utilization of its capacity. Users find that features available in ManageEngine make it a preferable option due to these limitations.
  • "Integration was a major limitation with SummitAI."
  • "There could be flexibility in terms of customization."
  • "SummitAI IT Management Suite's project management and operational management features could be improved."

Pricing

  • "The product's cost is average."
  • "SummitAI IT Management Suite's pricing is a bit expensive."
  • "We have a regular license."

Popular Use Cases

Organizations primarily use SymphonyAI IT Service Management for remote access, call recording, and call logging. Employees utilize it to log calls for any IT service. It is also employed for opening and resolving tickets, managing incidents, service requests, change management, problem management, IT asset management, and CMDB. Some are exploring chatbot capabilities. While used as a ticketing tool, limitations in reporting have caused some to consider alternatives.

Deployment

The initial setup of SymphonyAI IT Service Management is straightforward, taking one to two days for basic installation. However, customization may require additional time. Deployed on the cloud, it is user-friendly. For midsized companies with 2,000 users, the implementation takes about four months, covering life cycle vendor assessment, data gathering, and deployment. Users found the setup manageable, describing it as logging into tools and rating it positively.

Stability

SymphonyAI IT Service Management demonstrates strong stability. Users report it being stable without outages over five years in cloud environments. While some rate its stability seven out of ten, it effectively supports large-scale operations with more than 10,000 end users in various companies, highlighting its reliability in maintaining consistent performance.
These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.
Download our IT Service Management (ITSM) Buyer's Guide for additional reliable information.

Top industries

By visitors reading reviews
Financial Services Firm
15%
Computer Software Company
14%
Manufacturing Company
14%
Government
6%
Insurance Company
6%
Retailer
6%
Non Profit
6%
Educational Organization
5%
Real Estate/Law Firm
4%
Energy/Utilities Company
4%
Comms Service Provider
3%
Hospitality Company
2%
University
2%
Consumer Goods Company
2%
Wholesaler/Distributor
1%
Healthcare Company
1%
Construction Company
1%
Transportation Company
1%
Logistics Company
1%
Pharma/Biotech Company
1%
Media Company
1%
Outsourcing Company
1%
Marketing Services Firm
1%
Legal Firm
1%

Compare SymphonyAI IT Service Management with alternative products

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Learn more about SymphonyAI IT Service Management

SymphonyAI IT Service Management was previously known as Summus IT Management Suite.

SymphonyAI IT Service Management customers

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

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Product Categories

Product Categories
IT Service Management (ITSM)
Help Desk Software
IT Asset Management

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SymphonyAI IT Service Management reviews

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Abhishek Bhosle - PeerSpot user
IT Specialist at Tata AIA
Verified user of SymphonyAI IT Service Management
Jan 20, 2024
Good ticketing tool but limitations with integration

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."

Cons

"Integration was a major limitation with SummitAI."

What is our primary use case?

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.

What is most valuable?

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.

*Disclosure: I am a real user, and this review is based on my own experience and opinions.
Read full review (431 words)
Abhilash Sherkane - PeerSpot user
Practitioner - Service Management at Peristent Systems
Verified user of SymphonyAI IT Service Management
Jul 27, 2023
Provides good scalability, but its technical support services need improvement

Pros

"The product has the best features for ITSM. "

Cons

" There could be flexibility in terms of customization."

What is our primary use case?

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.

What is most valuable?

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

*Disclosure: My company has a business relationship with this vendor other than being a customer: Implementor
Read full review (499 words)
Buyer's Guide
IT Service Management (ITSM)
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Find out what your peers are saying about IT Service Management (ITSM). Updated March 2025
842,466 professionals have used our research since 2012.
Abhishek Bhosle - PeerSpot user
IT Specialist at Tata AIA
Verified user of SymphonyAI IT Service Management
Jan 16, 2022
Simple to use, provides remote access, and automates many things

Pros

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

Cons

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

What is our primary use case?

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.

How has it helped my organization?

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. 

*Disclosure: I am a real user, and this review is based on my own experience and opinions.
Read full review (375 words)
Shibu Babuchandran - PeerSpot user
Regional Manager/ Service Delivery Manager at a tech services company with 201-500 employees
Verified user of SymphonyAI IT Service Management
Aug 20, 2022
Product version discussed: 5
High-availability solution that reduces costs and workload

Pros

"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

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

What is our primary use case?

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

How has it helped my organization?

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.

*Disclosure: My company has a business relationship with this vendor other than being a customer: Integrator
Read full review (422 words)
PeerSpot user
Engineer at a tech services company with 51-200 employees
Verified user of SymphonyAI IT Service Management
    May 27, 2013
    A single, unified IT management platform
    SUMMUS has been leading the innovation charge in the IT operations management market with Summus IT Management Suite, the industry’s only cloud-based IT management solution encompassing IT service management (ITSM), IT asset management (ITAM), availability management, and IT project management, all built on a single, unified IT management platform, the Summit Platform.
    *Disclosure: I am a real user, and this review is based on my own experience and opinions.
    Read full review (60 words)