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."Everything about the schema, including the design of ServiceNow, is great."
"Simplicity of Change Manager."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"The workflow makes things extremely efficient and it improves effectiveness."
"The pricing of the product is quite good. It's not too expensive."
"The most valuable feature is the flexibility of development for customization."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of 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."
"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 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."
"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 major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."
"From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"Integration was a major limitation with SummitAI."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"There could be flexibility in terms of customization."
"I would like them to add software inventory in the next release. We don't have that right now."
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ServiceNow is ranked 1st in Help Desk Software with 211 reviews while SymphonyAI IT Service Management is ranked 24th in Help Desk Software with 5 reviews. ServiceNow is rated 8.4, while SymphonyAI IT Service Management is rated 7.8. The top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". On the other hand, the top reviewer of SymphonyAI IT Service Management writes "Good ticketing tool but limitations with integration". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian, whereas SymphonyAI IT Service Management is most compared with ManageEngine ServiceDesk Plus, JIRA Service Management, Microsoft Configuration Manager 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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