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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
216
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
15th
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 April 2025, in the IT Service Management (ITSM) category, the mindshare of ServiceNow is 24.2%, down from 27.4% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.6%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Somnath Kand - PeerSpot reviewer
Custom integration and reporting lead to efficient ticket management
There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.
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

"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"We used ServiceNow for change management, release management, and event management."
"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."
"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."
"The solution has very good automation tools."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"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."
"The product has the best features for ITSM."
"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

"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."
"Integration capabilities can improve."
"The solution could improve by being more stable."
"Their cloud management is also not that great compared to other products."
"The biggest complaint I have is that the ServiceNow search engine is not very robust."
"In an upcoming release, there should be more administration tools."
"The challenge with ServiceNow lies in its expansive portfolio of services. It can be complex, and users may find it expensive and challenging to understand. There is a need for a configurator within ServiceNow that guides users on how to utilize the tool effectively. This configurator should provide insights into licensing, team requirements, and the best licensing model based on whether companies prefer ownership or consumption-based models."
"The high price is a huge barrier in Portugal."
"Integration was a major limitation with SummitAI."
"I would like them to add software inventory in the next release. We don't have that right now."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"There could be flexibility in terms of customization."
 

Pricing and Cost Advice

"Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."
"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
"The licenses are expensive."
"The solution is expensive."
"There is an annual subscription to use this solution."
"The price is okay for us. It's reasonable."
"The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."
"It has a higher cost compared to local/regional solutions."
"We have a regular license."
"SummitAI IT Management Suite's pricing is a bit expensive."
"The product's cost is average."
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Top Industries

By visitors reading reviews
Educational Organization
28%
Computer Software Company
10%
Financial Services Firm
10%
Manufacturing Company
7%
Financial Services Firm
15%
Computer Software Company
14%
Manufacturing Company
14%
Government
6%
 

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: February 2025.
844,944 professionals have used our research since 2012.