We performed a comparison between ManageEngine ServiceDesk Plus and SymphonyAI IT Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"The GUI is very good."
"The most valuable feature is its ease of use."
"ManageEngine provides additional modules that we can integrate in the future."
"This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
"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."
"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."
"We'd like to have more integration into other platforms."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"The solution, overall, is expensive."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"The solution does not have an automated approach to integration with other ManageEngine products."
"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."
"Integration was a major limitation with SummitAI."
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ManageEngine ServiceDesk Plus is ranked 4th in IT Service Management (ITSM) with 57 reviews while SymphonyAI IT Service Management is ranked 23rd in IT Service Management (ITSM) with 5 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while SymphonyAI IT Service Management is rated 7.8. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of SymphonyAI IT Service Management writes "Good ticketing tool but limitations with integration". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SolarWinds Web Help Desk, whereas SymphonyAI IT Service Management is most compared with ServiceNow, JIRA Service Management, Microsoft Configuration Manager and IBM SmartCloud Control Desk. See our ManageEngine ServiceDesk Plus vs. SymphonyAI IT Service Management report.
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