We performed a comparison between Serviceaide ChangeGear , ServiceNow, and SymphonyAI IT Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"It's actually easy to understand."
"ServiceNow provides quite good insights about what is happening in the organization."
"We always get good support."
"Data in reports and dashboards are easily accessible."
"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"
"It's a straightforward and effective approach that minimizes the need for extensive explanations."
"Easy to integrate with third-party applications."
"It uses a common base of data and allows different types of records to pull from that same base of data."
"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 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."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"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."
"Transparency in the pricing model needs to be improved."
"Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential."
"The contract module is quite rudimentary and doesn't support contract line items."
"The scalability needs improvement."
"The product’s standard user experience is not the best."
"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."
"ServiceNow doesn't cater to the Middle Eastern market."
"Integration was a major limitation with SummitAI."
"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."
"There could be flexibility in terms of customization."
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