We performed a comparison between Clarity SM, Serviceaide ChangeGear , 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."It has a good GUI interface."
"Right now, we are starting to be dependent on the CMDB a lot."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"It is easy to tell what needs fixing and the priority of things."
"Logging every action in Service Desk Manager (SDM)."
"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"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."
"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 interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"One area that this product can improve is in the mobile user aspect."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"The API is very, very bad so we developed our own."
"I would like to see the API cleaned up."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"Integration was a major limitation with SummitAI."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"There could be flexibility in terms of customization."
"I would like them to add software inventory in the next release. We don't have that right now."
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