SymphonyAI IT Service Management Pros and Cons

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. Review collected by and hosted on G2.com.

Limitations on filters for exclusion of email address. Review collected by and hosted on G2.com.

- 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 Review collected by and hosted on G2.com.

- 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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

there is a limitation for asset allocation and we need to clear the license for the new inventory to be added. Review collected by and hosted on G2.com.

Automated features will help to on board customers fast and operate smoothly Review collected by and hosted on G2.com.

Need to simplify the back end configurations Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Older version of SummitAI Tahoe was slow and we couldn't open multiple tabs in one go until one tab loaded. Review collected by and hosted on G2.com.

Easy to configure/manage, Friendly support Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

all the configuration in tool wise is handy and easy to use. Review collected by and hosted on G2.com.

Page level scripting must be easier similar to Service Now, as in summit need to write the whole page. Review collected by and hosted on G2.com.

Incident logging process is very simple. Incident can be logged in the the user by simply writing a mail. Review collected by and hosted on G2.com.

Handling of of child ticket is not available in the tool due to which chain of the ticket is lost. Review collected by and hosted on G2.com.