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."I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"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."
"SPM and ITSM features are the most helpful."
"It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly."
"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."
"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."
"Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."
"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."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"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."
"I have a problem with the way the solution's price is calculated."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"There could be flexibility in terms of customization."
"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."
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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.
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