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ServiceNow vs SymphonyAI IT Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

ServiceNow
Ranking in Help Desk Software
1st
Ranking in IT Asset Management
1st
Ranking in IT Service Management (ITSM)
1st
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
222
Ranking in other categories
Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
SymphonyAI IT Service Manag...
Ranking in Help Desk Software
22nd
Ranking in IT Asset Management
16th
Ranking in IT Service Management (ITSM)
22nd
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
5
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of July 2025, in the IT Service Management (ITSM) category, the mindshare of ServiceNow is 21.8%, down from 27.0% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.5%, up from 1.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Nikhil Gohil - PeerSpot reviewer
Enables effective incident management and seamless workflow automation with valuable mobile accessibility
I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.
Abhishek Bhosle - PeerSpot reviewer
Good ticketing tool but limitations with integration
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.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Everything about the schema, including the design of ServiceNow, is great."
"​The workflow capability for easy setup is powerful."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"Data in reports and dashboards are easily accessible."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."
"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."
"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."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"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

"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information."
"Time to respond from support could definitely be better, as the global support timing sometimes causes delays in interactions."
"It's too complicated and there are too many options."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"They could improve license management, particularly when integrating different applications or toolsets."
"The high price is a huge barrier in Portugal."
"The utilization of AI in ServiceNow needs enhancement."
"There could be flexibility in terms of customization."
"Integration was a major limitation with SummitAI."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"I would like them to add software inventory in the next release. We don't have that right now."
 

Pricing and Cost Advice

"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."
"ServiceNow's pricing is comparatively higher than Helix's."
"Getting the solution up and running is expensive."
"The price of this solution is expensive."
"There is an annual subscription to use this solution."
"The pricing is reasonable and affordable, making it suitable for businesses ranging from small to large scale."
"There are licensing fees."
"The CapEx version is great."
"SummitAI IT Management Suite's pricing is a bit expensive."
"We have a regular license."
"The product's cost is average."
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Top Industries

By visitors reading reviews
Computer Software Company
12%
Educational Organization
12%
Financial Services Firm
11%
Manufacturing Company
9%
Manufacturing Company
15%
Financial Services Firm
13%
Computer Software Company
11%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
What do you like most about SummitAI IT Management Suite?
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.
What is your experience regarding pricing and costs for SummitAI IT Management Suite?
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 l...
What needs improvement with SummitAI IT Management Suite?
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 o...
 

Also Known As

No data available
Summus IT Management Suite
 

Overview

 

Sample Customers

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
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
Find out what your peers are saying about ServiceNow vs. SymphonyAI IT Service Management and other solutions. Updated: July 2025.
861,524 professionals have used our research since 2012.