We performed a comparison between JIRA Service Management and SymphonyAI IT Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"Reporting and easy export to Excel spreadsheets."
"This is a flexible tool for logging and tracking issues efficiently."
"The most valuable feature of this solution is that it is user-friendly."
"The customer portal with connection with our knowledge base has been most valuable."
"We get software developed faster."
"The most valuable features are the management tools."
"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."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"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 price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"I would like to see improvement in the ability to filter completed tasks."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
"Jira Service Management should be more user-friendly."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"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."
"There could be flexibility in terms of customization."
"Integration was a major limitation with SummitAI."
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JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while SymphonyAI IT Service Management is ranked 21st in IT Service Management (ITSM) with 5 reviews. JIRA Service Management is rated 8.2, while SymphonyAI IT Service Management is rated 7.8. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of SymphonyAI IT Service Management writes "Good ticketing tool but limitations with integration". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas SymphonyAI IT Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, IBM SmartCloud Control Desk and Microsoft Configuration Manager. See our JIRA Service Management vs. SymphonyAI IT Service Management report.
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