--- title: SymphonyAI IT Service Management Reviews meta_title: 'SymphonyAI IT Service Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 68 reviews by the users' company size, role or industry to find out how SymphonyAI IT Service Management works for a business like yours. aggregate_rating: rating_value: 4.6 review_count: 68 scale: '5' date_modified: '2026-07-13' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # SymphonyAI IT Service Management Reviews **Vendor:** SymphonyAI **Category:** [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management) **Average Rating:** 4.6/5.0 **Total Reviews:** 68 ## About SymphonyAI IT Service Management SymphonyAI IT Service Management offers an enterprise-class solution that delivers measurable business outcomes leveraging automation, predictive, and generative AI. Customers have been able to automate 60% of service requests, achieve a 50% faster resolution, and realize a 30% savings on hardware and software costs using our ITSM platform. We are recognized as a Gartner Customers’ Choice, featured as a leader and significant player in many leading analyst reports. Leading global companies like KPMG, Toyota, Trelix, Ameritas, Hershey’s, Smart & Final, are SymphonyAI customers. SymphonyAI ITSM can generate significant cost savings and a faster time to value compared to any leading players in the market. ## SymphonyAI IT Service Management Pros & Cons **What users like:** - Users value the **automation of service requests** , enhancing efficiency and streamlining operations significantly. (2 reviews) - Users value the **automation efficiency** of SymphonyAI, simplifying service request creation via email seamlessly. (1 reviews) - Users find the **service request configuration** in SymphonyAI IT Service Management incredibly easy and efficient for automation. (1 reviews) - Users value the **customizability** of SymphonyAI IT Service Management, finding it easy to configure service requests efficiently. (1 reviews) - Users benefit from the **ease of use** of SymphonyAI IT Service Management, making configuration and request creation a breeze. (1 reviews) - Easy Setup (1 reviews) - Efficiency (1 reviews) - Monitoring (1 reviews) - Team Collaboration (1 reviews) - Time-saving (1 reviews) **What users dislike:** - Users find the **back end configurations too complex** , leading to a challenging setup experience with SymphonyAI IT Service Management. (1 reviews) - Users feel the **complexity of backend configurations** hinders usability and efficiency in SymphonyAI IT Service Management. (1 reviews) - Users face challenges with the **complex setup** , indicating a need for simpler back-end configurations. (1 reviews) - Users find the **expensive subscription model** of SymphonyAI IT Service Management challenging for mid to large organizations. (1 reviews) - Users face challenges with **filtering issues** , particularly with limitations on excluding email addresses effectively. (1 reviews) - Filtering Problems (1 reviews) - Limited Automation (1 reviews) - Limited Customization (1 reviews) - Limited Features (1 reviews) - Users face **limited functionality** in asset allocation and lack essential features like screenshot attachments and effort estimation. (1 reviews) ## SymphonyAI IT Service Management Reviews ### 1. Great product to use and helps to resolve IT tickets faster **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** October 31, 2018 **What do you like best about SymphonyAI IT Service Management?** One of the new things I like about SymphonyAI IT Service Management is its AI-powered automation and intelligent ticket management. The platform can automatically categorize incidents, route tickets to the right team, and provide suggested solutions, which helps reduce manual effort and speeds up issue resolution. I also appreciate the unified service portal and self-service options, which allow users to find solutions quickly without always raising a ticket. Another feature I like is the integration capability with other enterprise tools, which makes it easier to manage workflows across systems. The reporting dashboards and analytics also provide better visibility into incidents and service performance, helping teams make faster decisions. **What do you dislike about SymphonyAI IT Service Management?** SymphonyAI IT Service Management is very effective for automation and ticket handling, but improvements in integration options, customization flexibility, and advanced reporting features would make the platform even more powerful for enterprise IT teams. **Recommendations to others considering SymphonyAI IT Service Management:** Easy to understand tool please go for it. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** we are taking corrective action to incidents and service request faster and tool ensure optimal SLA fulfillment ### 2. Good ITSM Tool to manage incident and SRs **Rating:** 4.5/5.0 stars **Reviewed by:** Deepak M. | Project Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2025 **What do you like best about SymphonyAI IT Service Management?** small, handy and very good user interface **What do you dislike about SymphonyAI IT Service Management?** in issue description need features to add screenshots, capturing effort estimation, approval mechanism etc are missing. Additionally its user based subscription is challenging for mid / large organizations **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** we are using it for our service desk. Smooth and AI integrated. User mail to MyIT and a ticket is auto logged ### 3. ITSM Tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Mirza Rashid B. | Analyst, Investment Management, Enterprise (> 1000 emp.) **Reviewed Date:** December 04, 2024 **What do you like best about SymphonyAI IT Service Management?** SymphonyAI is the best tool for small and Medium size organization. The Service request is very easy to configure. Service request can be created manually by users. Automation of service request creation via email is awesome. Any email can be converted into service request. Also you can filter out which emails to ignore with subject domain address or email address. **What do you dislike about SymphonyAI IT Service Management?** Limitations on filters for exclusion of email address. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Automation of Service request creation. This helps to keep all the request in place, which can be further used for analysis and audit compliance. ### 4. Good ITSM & ITAM tool **Rating:** 4.0/5.0 stars **Reviewed by:** Darpan S. | Deputy Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 23, 2024 **What do you like best about SymphonyAI IT Service Management?** - Proven product - we have been using it in our PRODUCTION since last 5 years and have never got any broken functionality in ticketing. - UI is extremely user friendly - It has matured APIs which are integrated with our HRMS & BOTs - License model is very easy and transparent **What do you dislike about SymphonyAI IT Service Management?** - Support can be improved - many a times we face issue in getting support within SLA - UI needs an upgrade to be relevant with today's tools - First time implementation can be a little challenging and time consuming **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** It supports whole org's ITSM needs (IT, HR, Admin, SCM, Marketing) - for any work/incident simply raising a ticket and getting the resoultion within provided SLA is a great way of working It also has matured APIs so we have extended tool's capabilities with Chatbot, Google Form etc and in the backend powerful ITAM just handles everything ### 5. Easy to understand and use **Rating:** 4.5/5.0 stars **Reviewed by:** Parvez A. | Senior Executive, Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2024 **What do you like best about SymphonyAI IT Service Management?** the tools are effortless to understand and have many features for the organization. the best part I genuinely like is we can remotely deploy any updates via software which can be reflected on user machines that are in the domain. we can maintain the inventory and can use it for assigning the call to the support engineers. **What do you dislike about SymphonyAI IT Service Management?** there is a limitation for asset allocation and we need to clear the license for the new inventory to be added. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** It is very easy to allocate the asset on the user name for new allocation. can easily maintain the in-store and in-repair count. the best part is we can export any report in Excel for review purposes. ### 6. Excellent Product **Rating:** 4.5/5.0 stars **Reviewed by:** Chrishantha F. | Manager-Client Services and Support - John Keells Information Technology (Pvt) Ltd , Enterprise (> 1000 emp.) **Reviewed Date:** July 03, 2024 **What do you like best about SymphonyAI IT Service Management?** Automated features will help to on board customers fast and operate smoothly **What do you dislike about SymphonyAI IT Service Management?** Need to simplify the back end configurations **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Simplifying customer onbaording and transperancy with customers and service provider ### 7. Collaborative and engaging partner with a clear vision **Rating:** 4.5/5.0 stars **Reviewed by:** Swapnil S. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2024 **What do you like best about SymphonyAI IT Service Management?** The most important aspect of their product is the efficiency of managing the ITSM processes and having a clear roadmap of the forthcoming enhancements through the continuous adoption of newer technologies. They have a strong partner ecosystem which ensures seamless integration with other enterprise applications and a quicker realization **What do you dislike about SymphonyAI IT Service Management?** One area in which I feel they need improvement is to help us bridge the gap between our learning gaps and the KPI of our ITSM service enabled through Symphony. In the current business scenario, I see a strong need to identify prescriptive analysis for us to deliver the next level of business efficiency **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Reduce time to market Drive innovation Enhance decision making Improve business process agility Improve business process outcomes Product roadmap and future vision Strong consulting partnership Strong services expertise Product functionality and performance Overall cost ### 8. Product is good but Service issues remain a sore point **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Enterprise (> 1000 emp.) **Reviewed Date:** May 24, 2024 **What do you like best about SymphonyAI IT Service Management?** Overall the product is simple to use and configure. Product has improvement over the years with interface has become user friendly. End Users require very less training to adapt to Symphony Service management and thats a positive sign. **What do you dislike about SymphonyAI IT Service Management?** Issues and custom automations take a long time to resolve. One small requirement streched for 5 months and utlimately they made a mess of it, and Project had to be shelved. Their software support team needs drastic improvement. Speed of access also has to be improved. Slowness (of SaaS product) persists time to time. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Automating management of IT and other Business processes in a centralized and user friendly way. ### 9. Using SummitAI ITSM & ITAM Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Sanjeev S. | Enterprise (> 1000 emp.) **Reviewed Date:** April 22, 2024 **What do you like best about SymphonyAI IT Service Management?** Tool:- Ease of use and administration. Staff:- Reachable and provide prompt support for any issue reported. Organization:- Always eager to guide you with the training and support that can add value to the organization. **What do you dislike about SymphonyAI IT Service Management?** Older version of SummitAI Tahoe was slow and we couldn't open multiple tabs in one go until one tab loaded. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Other solutions are also available in the market which can provide you same services however at the cost this organization is providing no one else can do. ### 10. Friendly customer support **Rating:** 4.0/5.0 stars **Reviewed by:** Mohamme K. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2024 **What do you like best about SymphonyAI IT Service Management?** Easy to configure/manage, Friendly support **What do you dislike about SymphonyAI IT Service Management?** There are a few cases where the support team has not understood the priority of the issue. I do not see any downsides in the tool. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** We as an organization use this tool as an ITSM tool, we manage our assets, use this tool for IT and Non IT helpdesks, we also use it for change management. The tool covers our day to day needs. ### 11. Review on Symphony AI Summit **Rating:** 5.0/5.0 stars **Reviewed by:** Tarun D. | Associate Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2024 **What do you like best about SymphonyAI IT Service Management?** all the configuration in tool wise is handy and easy to use. **What do you dislike about SymphonyAI IT Service Management?** Page level scripting must be easier similar to Service Now, as in summit need to write the whole page. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** some time the escalition mails are not triggering when a ticket SLA is violated. Some similar challenges like importing configuration files for IM Category the parent category is created multiple time. ### 12. India's ITSM Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Ajay T. | Dy. General Manager IT, Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2024 **What do you like best about SymphonyAI IT Service Management?** Incident logging process is very simple. Incident can be logged in the the user by simply writing a mail. **What do you dislike about SymphonyAI IT Service Management?** Handling of of child ticket is not available in the tool due to which chain of the ticket is lost. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Monitoring of the IT incidents and escalating the ticket if not resolved in time ### 13. Symphony Summit Review **Rating:** 5.0/5.0 stars **Reviewed by:** Ashish T. | IT Infra manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 24, 2024 **What do you like best about SymphonyAI IT Service Management?** This is very user friendly and customizable tool , we are very happy to manage Ticketing tool as well as Assetmanagment. **What do you dislike about SymphonyAI IT Service Management?** Contract managment not up to the rematk need more development required. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** this is very helpful tool to manage Asset management and ticketing management also we are managing change management from this tool ### 14. An In-Depth Look at SymphonyAI IT Service Management **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** May 28, 2024 **What do you like best about SymphonyAI IT Service Management?** 1. SymphonyAI IT Service Management has significantly enhanced the efficiency of our processes by streamlining the routine tasks. 2. The user interface is friendly which makes it easy for us to navigate and effectively manage the workflows. 3. Additionally, it has helped us improve our operations whilst utilising the reporting tools it provides. **What do you dislike about SymphonyAI IT Service Management?** 1. Initial integration of SymphonyAI IT Service Management with existing legacy systems can be slightly complex and time-consuming because it requires specialized expertise and additional resources. 2. The periodic updates and system upgrades sometimes cause temporary disruptions. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** It is automating the routine tasks, efficiently resolving the Incidents raised, the Analytics and Reporting feature is assisting in improved and better processes and it has improved the User Experience significantly. ### 15. Best ITSM Software in the market **Rating:** 5.0/5.0 stars **Reviewed by:** Haran M. | Enterprise (> 1000 emp.) **Reviewed Date:** April 24, 2024 **What do you like best about SymphonyAI IT Service Management?** this solution offers a centralized location that simplifies the integration of various functions. It provides an easy-to-navigate system, streamlining the process from asset management to service requests, and then to incident handling. Designed for ease of use in daily operations, it ensures that users can efficiently move through each stage without complication. **What do you dislike about SymphonyAI IT Service Management?** sometime the asset management results not show in real time but that also can able to solve via installing the agents **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Mainly the asset management and user correlation to the assets and tracking all this in one place ### 16. Symphony Summit IT Service Management Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Rohit S. | DevOps Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 26, 2024 **What do you like best about SymphonyAI IT Service Management?** Service Management tool has all the options required in ITSM tool **What do you dislike about SymphonyAI IT Service Management?** It should provide integration options with REST APIs **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** It helps us to track Service Level Agreements, reminders, and automatic notifications for User Acceptance Testing. ### 17. Review on symphony summitAI **Rating:** 4.5/5.0 stars **Reviewed by:** Syed S. | ASE, Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2024 **What do you like best about SymphonyAI IT Service Management?** Very user friendly which covers module of itsm itam **What do you dislike about SymphonyAI IT Service Management?** It's UI should be developed better and it's performance **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** It eases the whole itsm itam process ### 18. We are using Symphony Summit since 2017. **Rating:** 4.5/5.0 stars **Reviewed by:** Dheeraj R. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 23, 2024 **What do you like best about SymphonyAI IT Service Management?** SymphonyAI Summit is user friendly, can be integrated with muliple applications. Easy to implement the modules like Change, Incident, Request etc. Support is very good. **What do you dislike about SymphonyAI IT Service Management?** Device discovery, this need to be enhanced more to cover up maximum device through discovery. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Currently change issue was solved. We have replaced Oracle BPM with SymphonyAI. ### 19. SymphonyAI Summit Feedback **Rating:** 4.0/5.0 stars **Reviewed by:** Ashutosh G. | Sr Tech Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2024 **What do you like best about SymphonyAI IT Service Management?** It is very easy to access and UI is great. **What do you dislike about SymphonyAI IT Service Management?** Modifications & Integration are little bit complex. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Integrations and customization should be easy. ### 20. Mature product for ITSM and ITAM **Rating:** 5.0/5.0 stars **Reviewed by:** Harvinder S. | Practice Head - Tools, Enterprise (> 1000 emp.) **Reviewed Date:** February 23, 2023 **What do you like best about SymphonyAI IT Service Management?** This is developed to address maximum use cases in day-to-day operations. **What do you dislike about SymphonyAI IT Service Management?** Missing the Network monitoring and patch management functionality **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** This has seamless functionality to manage the physical asset verification process. which gives more clarity in assets across the enterprise ### 21. Symphony SummitAI is very well maintained on ITIL framework. Give complete view on CI lifecycle **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 15, 2022 **What do you like best about SymphonyAI IT Service Management?** The Best part while you configure the Workflow for CR, SR. Very easy to putup the conditions and validation. and tool can be managed with any individuals. cost-effective as compare to sapphire, service now, BMC remedy etc. it provides you the UAT instance which help admin to do complete UAT before making any change **What do you dislike about SymphonyAI IT Service Management?** As such no limitation with the experience of last 4 yrs with symphony ITSM **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Helps in setting up with desired approval mechanism. Change module can track all journeys & approval & help in justifying the external audits. With over all assets management of CI from procurement to disposal can be tracked. SAM helping in tracking the compliance mgmt. Sumit AI do help in deploying the patches on machnies ### 22. Symphony Summit AI tool **Rating:** 4.5/5.0 stars **Reviewed by:** Bhavik V. | Jr. Software Engineer , Enterprise (> 1000 emp.) **Reviewed Date:** September 22, 2022 **What do you like best about SymphonyAI IT Service Management?** The user interface is very good and it dashboard gives all the information needed **What do you dislike about SymphonyAI IT Service Management?** As of now nothing, everything seems perfect **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** It is giving me power to communicate with the team and resolve the incident in an effective manner It has a lot of customization options available too. ### 23. Easy to manage & use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 15, 2022 **What do you like best about SymphonyAI IT Service Management?** Easy to do configuration changes which can be performed by L1/L2 resources, not so complicated interface for IT teams **What do you dislike about SymphonyAI IT Service Management?** Symphony Support is not up to the mark, bugs are treated as a new feature which should be part of any tool for ITSM **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** First of all good solution for small to mid-sized organizations which need minimum tools and skillset to manage the same. This is because its cloud-based solution is easy to integrate with the organization's authentication database for smooth access Easy to manage catalogs & categories helped us to provide the right options to end users for raising SR/INC for their IT issues/requirements. ### 24. ITSM solution **Rating:** 4.5/5.0 stars **Reviewed by:** Shashi R. | Head of Customer Experience, Enterprise (> 1000 emp.) **Reviewed Date:** July 20, 2022 **What do you like best about SymphonyAI IT Service Management?** Symphony SummitAI - ITSM has been a fantastic tool for our IT and Customer experience team. Its interface is extremely accessible, and it provides all the functionality we want from a help desk system. **What do you dislike about SymphonyAI IT Service Management?** Time taken by the support team to resolve any new requirement is very long and most of the time closed without a proper solution. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** We have deployed it for ticketing solutions across multiple verticals, it is keeping records of each incident and we can track resolution turnaround time. ### 25. Competant and user friendly service management tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Utilities | Enterprise (> 1000 emp.) **Reviewed Date:** July 15, 2022 **What do you like best about SymphonyAI IT Service Management?** Ease of implementation, configuration and changes. Can be used to automate all kinds of service management. The support structure is also robust and provides quick response and resolution. **What do you dislike about SymphonyAI IT Service Management?** The analystics/MIS/Dashboard could be made simpler to promote usage of the reporting system by end-users themselves. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Digitalizing the service management aspects of not just IT but other business modules as well. Helps in tracking the resources, efforts spent in service management and service delivery. ### 26. Great ITSM Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Andy W. | Senior Information Technology Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 28, 2021 **What do you like best about SymphonyAI IT Service Management?** Easy to use when submitting Incident and Request service. I'm leveraging a lot of the templates, which shorten the time for ticket submission. **What do you dislike about SymphonyAI IT Service Management?** License and yearly renewal cost quite expensive. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** I'm using this to support a bank customer for my call center agent. We can use the incident ticket to create a knowledge base. ### 27. It's a good product for managing asset inventory **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 18, 2022 **What do you like best about SymphonyAI IT Service Management?** Managing asset inventory is expirenced good **What do you dislike about SymphonyAI IT Service Management?** major issue which I realise is agent syncing **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** agent syncing issue ### 28. Doing it Better than ServiceNow **Rating:** 5.0/5.0 stars **Reviewed by:** Janie M. | IT Solutions Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 07, 2022 **What do you like best about SymphonyAI IT Service Management?** Simplicity and usability. The interface is easy but SummitAI offers it all. **What do you dislike about SymphonyAI IT Service Management?** There is latency between the selection of some links and when the page builds. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** The main problem is incident management; however, it is followed closely by asset management. It also gives a great CR platform. ### 29. An honest review **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Medical Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** February 03, 2022 **What do you like best about SymphonyAI IT Service Management?** Most of the ITIL rules that are built into the tool already are nice. No need for additional configurations. **What do you dislike about SymphonyAI IT Service Management?** Some of the interfaces, especially the administrative portions, can be a bit clunky and the documentation severely needs to be updated/improved. Speed of page loads could be improved. Look and feel of the application should be updated, looks great if it were made back in the early 2000s. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** As a MSP, we utilize different modules for different clients. It is nice to utilize one tool for multiple clients. ### 30. Summit is a fantastic ITSM Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Enterprise (> 1000 emp.) **Reviewed Date:** November 10, 2021 **What do you like best about SymphonyAI IT Service Management?** I love the simplicity of the tool, and how it is so customizable. Out of the box it has everything a standard organization would need, but the capabilities are there for intense customization. **What do you dislike about SymphonyAI IT Service Management?** There have been a few instances where the tool does seem to be laggy or slightly non-responsive, but I think this is normally when backups or maintenance jobs are running. **Recommendations to others considering SymphonyAI IT Service Management:** I would highly recommend Summit as an ITSM tool, it is easy to implement and works well, and as stated before, very customizable to fit your organization's needs. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** It has really helped is monitor our incidents, as well as build our CMDB from scratch, it never existed before Summit. The Change module has also solved compliance problems for us. ### 31. In Harman, we have built SUMMITAI solution since 2017. **Rating:** 4.0/5.0 stars **Reviewed by:** Andy(kwangmin) K. | Global IT Transition & Process Excellence (MBA, CISA, PMP, ITIL Expert and 6 Sigma), Enterprise (> 1000 emp.) **Reviewed Date:** November 10, 2021 **What do you like best about SymphonyAI IT Service Management?** The mgmt. listens to the customer's voice and works proactively to improve this solution. **What do you dislike about SymphonyAI IT Service Management?** The fundamental foundation wasn't foreseeing future functionality in terms of integration among different modules **Recommendations to others considering SymphonyAI IT Service Management:** SUMMITAI solution has been developed and improved to meet the corporation need not only in ITSM but in Enterprise SM. And this is a value-added solution compared with the other market-leading solution. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** The SUMMITAI solution becomes a true ITSM solution directly interacting with a whole user group. So it provides value-added benefits to the organization's operations ### 32. Highly Recommend IT Service Management Tool - Best I have uses so far. **Rating:** 5.0/5.0 stars **Reviewed by:** Devaiah M. | m, Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2021 **What do you like best about SymphonyAI IT Service Management?** Incident, Service request Automation, Change Management, CMDB Management, Support from SummitAI Team **What do you dislike about SymphonyAI IT Service Management?** Nothing much at this stage. Everything works as expected **Recommendations to others considering SymphonyAI IT Service Management:** I would highly Recommend Symphony SummitAI - IT Service Management, its relatively easy to use, highly customizable to meet all requirements; Can quickly automate most of the tasks. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** * Ensuring All Service requests, Incidents are documented and reported effectively. * Automation of Service requests and Change requests. * Automation of Alerts. * Reporting Dashboards. ### 33. excellent tool for monitoring and alert mechanism **Rating:** 4.0/5.0 stars **Reviewed by:** Nishant T. | Senior Technical Support Manager, Enterprise (> 1000 emp.) **Reviewed Date:** December 15, 2021 **What do you like best about SymphonyAI IT Service Management?** easy to use and configure in environment , timely backend support . **What do you dislike about SymphonyAI IT Service Management?** some glicthes are still there in network availibilty module **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** We have almost solved all related problems in relation to our official objective along with it we are using summit as ITSM tool as well for ticket logging and Service desk management ### 34. Grateful to SUMMITAI application **Rating:** 5.0/5.0 stars **Reviewed by:** Arun R. | Senior Engineer - IT, Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2021 **What do you like best about SymphonyAI IT Service Management?** Much easier to integrate with different monitoring tools, and compared to other applications, it carries more number alerts or events. Main part is the support we are getting on this is fantastic. **What do you dislike about SymphonyAI IT Service Management?** There is none because if we dislike or dissatisfy with the tool, then we would have gone to a different tool. Improve the options or fields to have more information. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Solving the problem, we have learned new things related to SummitAI, more about how it works. Benefits are more as we can avoid the known issues and improve the performances. ### 35. SUMMIT Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 21, 2021 **What do you like best about SymphonyAI IT Service Management?** SUMMIT is an ITSM suite with all the required functionalities and modules. It is a SaaS application and can be easily integrated with different applications and tools. The administritive efforts to setup a new client is minimum, the vendor also considers the recommendations and comes up with frequent relases with new and exiting features. **What do you dislike about SymphonyAI IT Service Management?** BI reporting module needs some improvement. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** We are building a world class CMDB with infrastructure , applications and Digital Services integrated. The CMDB helps business to get an overall view and helps identify vulnerability and TCO. ### 36. 100% availability 100% operation **Rating:** 4.5/5.0 stars **Reviewed by:** Gitanjali N. | Product Support Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** November 23, 2021 **What do you like best about SymphonyAI IT Service Management?** The availability of the product over SaaS, it has been available 100% all the time. And the upgrade is smooth. **What do you dislike about SymphonyAI IT Service Management?** Limitation in Knowledge Management module is something I request the product to improve on. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** I am using IM, SR, CR, PR and Knowledge Management practices. ### 37. Efficient and User Friendly Solution! **Rating:** 4.5/5.0 stars **Reviewed by:** Roy C. | Senior Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** November 11, 2021 **What do you like best about SymphonyAI IT Service Management?** I like the overall design of the product, and the GUI design is easy to navigate and understand. **What do you dislike about SymphonyAI IT Service Management?** Nothing as of now. There is always room for improvement **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** I got a good support from the development team in case of any issue fixes as well as new requirements specific to complex use cases ### 38. Summit is Agile and efficient for today's IT industry. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2021 **What do you like best about SymphonyAI IT Service Management?** Summit IT is Agile. It is flexible and adapts itself based on client requirements. Modules are simple, and help provided is extensive. **What do you dislike about SymphonyAI IT Service Management?** The tool, being extensive, sometimes the terminologies could be unfamiliar. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** It helps us with the ITSM porfolio. The tool is adapted based on our needs and requirements and that is extremely critical. It is constantly improving around dashboards and other portals- incident ..change or problem. The support we receive is immediate. It is a great tool for the constantly evolving IT world. ### 39. Summit is a good for organizations that have started to implement ITSM process and not very matured **Rating:** 3.0/5.0 stars **Reviewed by:** Cletus D. | IT Service Delivery Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2021 **What do you like best about SymphonyAI IT Service Management?** Low cost of operating. Required features and modules are avaialable. **What do you dislike about SymphonyAI IT Service Management?** Flexibility to make changes, Summit support. Features compared to market leaders **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Structuring service requests from email to service catalogue. IT asset management for tracking assets. Incident management for monitoring incidents and reporting for generating various insights. ### 40. Best CRM tool for managing on premise infra **Rating:** 5.0/5.0 stars **Reviewed by:** Vinoth K. | Lead Support operations, Enterprise (> 1000 emp.) **Reviewed Date:** September 16, 2020 **What do you like best about SymphonyAI IT Service Management?** Easy implementation, vendor support, pricing model and customizable options in service management modules and reporting. Excellent reporting module with dashboards and custom query reporting. API integration with our own Web service creation and multiple mode of integration both GET and POST of the objects **What do you dislike about SymphonyAI IT Service Management?** Testing issues and bugs on workflows. Upgrade issues because of disconnect between implementation team and development team which makes new features coming up in the upgrades as buggy **Recommendations to others considering SymphonyAI IT Service Management:** Go for it if you need excellent vendor support and implementation time of the tool is quick and easy **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Pricing , flexible reporting options and excellent vendor support ### 41. My personal experience with Summit AI Tool is really good. I find it user friendly. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 13, 2021 **What do you like best about SymphonyAI IT Service Management?** Asset registration and search process are quite simple. Also, it has a good connectivity (through API) with other discovery tools. **What do you dislike about SymphonyAI IT Service Management?** Some improvements are required in BI reports. Also, consumables and Accessories functions needs to be improved. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Better tracking for IT assets and CIs. ### 42. Customer Experience with Symphony SummitAI is excellent. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** November 23, 2021 **What do you like best about SymphonyAI IT Service Management?** Symphony SummitAI is user-friendly and easy to use. Some niche features in Symphony SummitAI makes it comfortable to use. **What do you dislike about SymphonyAI IT Service Management?** The On the Go customization for different modules needs to be improved. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Reporting and Detail analysis provided in Symphony SummitAI has been influential in adopting and leveraging benefits for the Organization. ### 43. Great Partner To Work With, Wide Range Of Functionality Coverage for Service Management and Assets **Rating:** 5.0/5.0 stars **Reviewed by:** Nigel W. | IS Director - Development and QC, Enterprise (> 1000 emp.) **Reviewed Date:** May 25, 2021 **What do you like best about SymphonyAI IT Service Management?** Very configurable and flexible - great vision for the product and roadmap **What do you dislike about SymphonyAI IT Service Management?** Incidents and Service Requests more mature than Work Orders **Recommendations to others considering SymphonyAI IT Service Management:** SummitAI has an excellent vision and roadmap for the future - it is worth reviewing, and they are a great partner to work with **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Modern on-line portal, ease of use, Improved end-user satisfaction, self-service enablement ### 44. Symphony SummitAI is a full service ITSM solution at a great value! **Rating:** 5.0/5.0 stars **Reviewed by:** David P. | Senior Manager, ITSM, Enterprise (> 1000 emp.) **Reviewed Date:** May 12, 2021 **What do you like best about SymphonyAI IT Service Management?** THe solution is web based, fast, and has a smooth and intuitive interface. Its very customizabile and fit our business demands perfectly. **What do you dislike about SymphonyAI IT Service Management?** An internal issue, but I would like to move to new versions faster. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** We have tenants for IT, HR, and FInance and all data is segregated, so its a low cost ticketing solution for various functional teams in the business. ### 45. effectiveness of the tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 16, 2021 **What do you like best about SymphonyAI IT Service Management?** Comprehensive tool which includes the AM / CMDB / Software Management / CM / IM & PM. Managing is effortless with a user-friendly GUI. **What do you dislike about SymphonyAI IT Service Management?** Limitation on the workflow in AM / CMDB / Service Management. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** The Major challenges were that upgrade to a newer version corrupts the Service Management configuration settings partially. ### 46. User friendly multi tenant **Rating:** 4.0/5.0 stars **Reviewed by:** Tracy M. | Technical Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** August 21, 2019 **What do you like best about SymphonyAI IT Service Management?** Easily configured and administered. User friendly. Upcoming AI technology. **What do you dislike about SymphonyAI IT Service Management?** Still a lot of growing room and small improvements but the organization is open to all suggestions and strives for constant improvement and feedback. **Recommendations to others considering SymphonyAI IT Service Management:** It is a forward moving software company with many opportunities to support business needs. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Self service is mitigating phone calls. Affordability. ### 47. Experience with SummitAI **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 06, 2021 **What do you like best about SymphonyAI IT Service Management?** It is an ITIL Compliant Tool. If you want me to do surveys, don't force the number of characters in the response. **What do you dislike about SymphonyAI IT Service Management?** Creating custom reports is challenging. As an MSP, we use separate instances for each client. This implmentation has constraints, such as, CINDE can only be implemented in one customer instance **Recommendations to others considering SymphonyAI IT Service Management:** This is a great tool for ITIL compliance. Be prepared with all information prior to implementation. Make sure that someone in your team is able to fully participate in the implementation. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** We manage our customer's incidents, requests, and change management. We are able to report on all of this and can show trends over time. ### 48. Its a great platform to work on **Rating:** 5.0/5.0 stars **Reviewed by:** Anil K. | Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** August 16, 2021 **What do you like best about SymphonyAI IT Service Management?** The solution has easy to comprehend knowledge articles, easy-to-work-on tickets, and faster resolution. **What do you dislike about SymphonyAI IT Service Management?** Nothing as of now, but there is always a need for improvement **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** It has helped in automating many tasks, helps in reporting, easy to understand the functionalities. ### 49. Symphony SummitAI is user friendly for administrators to design or manage the application **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Mid-Market (51-1000 emp.) **Reviewed Date:** August 16, 2021 **What do you like best about SymphonyAI IT Service Management?** Symphony SummitAI is user-friendly for administrators to design or manage the application based on the business needs, has the flexibility to address the critical checkpoints required for the pharma industry. **What do you dislike about SymphonyAI IT Service Management?** Sometimes there is a disconnect with the support team, and we have to reiterate the issue with the next level. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** We have integrated SummitAI with other applications in our ecosystem, which has helped us reduce time in addressing the issues or providing service to our users. ### 50. Summitai an Unified ITSM Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 26, 2021 **What do you like best about SymphonyAI IT Service Management?** Simple yet Powerful , Easy to deploy and use, unified Platform makes the interaction with ITSM, ITOM and ITAM easy, Mobility, Easy to build workflow and above all Orchestration makes the Platform Large Enterprise ready. Chatbot in an ITSM Platform is awesome from an End User Perspective. **What do you dislike about SymphonyAI IT Service Management?** Workflow is expected to be improved from the current version as the existing one is easy to use, i look for easy to use yet advanced workflow builder with modular independence. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Unified platform across all ITSM modules with ITAM and ITOM helps Large enterprises like ours. Mobility for end users Fully functional Chat bot and other standard channels for usage Transparency and high visibility to users and management ## SymphonyAI IT Service Management Discussions - [What is Summit Asset agent?](https://www.g2.com/discussions/what-is-summit-asset-agent) - [What is SummitAI?](https://www.g2.com/discussions/what-is-summitai) - [What is symphony Summit tool?](https://www.g2.com/discussions/what-is-symphony-summit-tool) - [What is the next major release planned? Currently we are in Denali HF01](https://www.g2.com/discussions/31668-what-is-the-next-major-release-planned-currently-we-are-in-denali-hf01) - 1 upvote - [What is the best way to get templates for Scripting options? like if need to have a dropdown or checkbox as and when needed](https://www.g2.com/discussions/31483-what-is-the-best-way-to-get-templates-for-scripting-options-like-if-need-to-have-a-dropdown-or-checkbox-as-and-when-needed) - 1 upvote - [View SymphonyAI IT Service Management pricing details and edition comparison](https://www.g2.com/products/symphonyai-it-service-management/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-13+21%3A57%3A45+-0500&secure%5Bsession_id%5D=495f5d23-1eee-4921-99df-264d93e583d1&secure%5Btoken%5D=71732541dc7dbe2068d435a3fe8c022e086398db9c7d82254b2c39b13e7f556c&format=llm_user) ## SymphonyAI IT Service Management Features **Administration** - Change Management - Asset Management - Reports & Analytics **Asset Inventory** - Hardware Asset Inventory - Software Asset Inventory - Cloud Asset Inventory - Mobile Asset Inventory - Asset Discovery **Functionality** - Software inventory and lifecycle management - License entitlement and usage management - Vendor management and compliance - Automated end user license provisioning - Approved app catalogue - Customized alerts **Agentic AI - Software Asset Management Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Analysis** - Threat Detection **Service Desk** - Help Desk - Incident Reports - Process Workflow **Risk assessment** - Shadow IT detection - Software vulnerability assessment - Redundant software functionality identification **Generative AI** - AI Text Generation - AI Text Generation **Reporting** - Dashboards - Time Tracking - Surveys **Platform** - Unified Communications Platform - Remote Access - ITIL Policy Compliance - Asset Tracking - IT Knowledge Management **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Agentic AI - IT Asset Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Security** - Endpoint Protection - Patch Management - Disaster Recovery - Service Management - Workflow Management **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Enterprise IT Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Management** - Central Dashboard - Asset Policy Management - Risk Management - Integrations ## Top SymphonyAI IT Service Management Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,291 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,782 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (963 reviews)