We performed a comparison between ServiceNow and SymphonyAI IT Service Management based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"The product's integration functionality in the change management module has significantly improved efficiency in our organization."
"It is easily configurable and has a good developer society online, available for any issues from the backend."
"Easy to integrate with third-party applications."
"ServiceNow provides quite good insights about what is happening in the organization."
"It is a very promising product. They have a new release every six months. They're investing quite a lot, and you can do many creative things with the product. If you know how it works, you can have stricter rules in the product."
"It allows us to filter the data, create graphs, and get detailed reports."
"I have found the workflows and integration the most valuable in this solution."
"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 most valuable feature is remote access. People are working from home, and we can take remote access through it."
"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."
"Licensing costs are very high."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."
"It is annoying that ServiceNow keeps on changing back to Quebec every six months."
"The capital expenditure neeed to get the tool up and running is extensive."
"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."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"Compared to other products that I have been using, it is not as user-friendly."
"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."
"Integration was a major limitation with SummitAI."
"There could be flexibility in terms of customization."
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ServiceNow is ranked 1st in Help Desk Software with 24 reviews while SymphonyAI IT Service Management is ranked 24th in Help Desk Software with 3 reviews. ServiceNow is rated 8.4, while SymphonyAI IT Service Management is rated 7.8. The top reviewer of ServiceNow writes "Comprehensive IT service management with predefined processes, and seamless integration, empowering organizations to streamline workflows and enhance productivity". On the other hand, the top reviewer of SymphonyAI IT Service Management writes "Provides good scalability, but its technical support services need improvement". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Microsoft Dynamics CRM, whereas SymphonyAI IT Service Management is most compared with ManageEngine ServiceDesk Plus, JIRA Service Management, Microsoft Configuration Manager, Clarity SM and IBM SmartCloud Control Desk. See our ServiceNow vs. SymphonyAI IT Service Management report.
See our list of best Help Desk Software vendors, best IT Asset Management vendors, and best IT Service Management (ITSM) vendors.
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