SymphonyAI IT Service Management and Freshservice are competitors in the IT service management space. Freshservice holds an advantage in the feature category due to its intuitive design and extensive integrations.
Features: SymphonyAI IT Service Management features robust analytics, AI-driven incident management, and advanced automation, appealing to businesses looking for data insights and efficiency gains. Its ability to deliver customized solutions and tackle unique industry-specific needs stands out. Freshservice is renowned for vast app integrations, user-friendly interfaces, and straightforward workflows, making it popular among businesses seeking ease of use and scalability. The product features notifications, flexible configurations, and robust change management.
Room for Improvement: SymphonyAI IT Service Management could improve by enhancing deployment efficiency, offering more straightforward configurations, and expanding integration capabilities. Freshservice, while user-friendly, might benefit from more deepened customization options, larger enterprise scalability, and an expanded feature set for growing organizations.
Ease of Deployment and Customer Service: SymphonyAI IT Service Management involves a detailed setup process, benefiting organizations that need tailored solutions but requiring significant resource investment. Freshservice is praised for rapid deployment and excellent customer support, appealing to companies seeking fast implementation and minimal operational disruption.
Pricing and ROI: SymphonyAI's pricing is lower, providing a strong ROI for firms with basic ITSM needs, particularly those focused on tailor-made solutions. Freshservice, although at a higher price point, offers substantial ROI through its comprehensive features and reduced need for extensive customizations, making it ideal for enterprises looking at scalability and advanced capabilities.
| Product | Market Share (%) |
|---|---|
| Freshservice | 4.7% |
| SymphonyAI IT Service Management | 1.6% |
| Other | 93.7% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
| Company Size | Count |
|---|---|
| Small Business | 1 |
| Midsize Enterprise | 6 |
| Large Enterprise | 3 |
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
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.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
