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."The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers"
"Straightforward tool."
"Within our organization, we're not finding really any major issues with scalability and things of that nature."
"I like that it's always up and running."
"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."
"I have found that sorting and grouping functions are particularly useful."
"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."
"The most valuable feature is remote access. People are working from home, and we can take remote access through 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."
"Needs additional software titles and easier normalization."
"Licensing costs are very high."
"They could improve license management, particularly when integrating different applications or toolsets."
"I do not like the user interface."
"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow."
"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."
"The biggest complaint I have is that the ServiceNow search engine is not very robust."
"There is inherent complexity with this tool because of the number of things that it can do."
"Integration was a major limitation with SummitAI."
"There could be flexibility in terms of customization."
"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."
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ServiceNow is ranked 1st in Help Desk Software with 210 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 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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