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 allows us to filter the data, create graphs, and get detailed reports."
"We used ServiceNow for change management, release management, and event management."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."
"The product's integration functionality in the change management module has significantly improved efficiency in our organization."
"The workflow capability for easy setup is powerful."
"I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."
"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."
"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."
"ServiceNow doesn't cater to the Middle Eastern market."
"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."
"The Express edition does not allow the option for scripting."
"Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."
"The licensing needs to be divided into tiers in order to attract lower-level users."
"Integration capabilities can improve."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"The contract module is quite rudimentary and doesn't support contract line items."
"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."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"Integration was a major limitation with SummitAI."
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ServiceNow is ranked 1st in Help Desk Software with 212 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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