Likelihood to Recommend We have been able to integrate our ISM system with Active Directory using API calls to automate user account creation and user Moves, Adds, and Changes. This has helped us make the employee onboarding and offboarding process much more efficient and less error prone. We cut down on mundane work for the account creation team and freed them to do more tier 2 and 3 tasks. Where the system has been less appropriate for us is trying to integrate non-IT service processes. We haven't gotten a lot of buy-in from groups that aren't used to using an IT related system to receive tasks. It will take some time for us to make a more user friendly, non-IT, Support role.
Read full review We use the IT asset management module to great extent, would like to explore the RFID based tracking of assets integrated with Summit ITAM. Would like service requests workflows to be made flexible enough to support any kind of requests and easily route based on criteria's defined. This help in easy approval and reduce the time take for fulfilling the request and adhere to SLA
Read full review Pros Very good at allowing a service line to configure the product to suit its needs. This is important so as to not have to craft operations around the technology, but the other way around! A high level of flexibility to implement a great deal of automation. The product gives end users access to pre-defined or custom business rules and workflows as well as the ability to implement other forms of time savers! There is a very comprehensive Help guide for end users and administrators alike. Quite often I have found the most obscure 'How To's' in this guide rather than needing to call into support or search out information on the Ivanti site. Read full review Network Incident to network inventory mapping and workflow management. Priority, Severity wise SLA management. Integration with other systems like CRM, EMS. Read full review Cons Had a little trouble sending some files remotely a few times, but it could have been on our end. The system was a little different from what we were used to. We had to drill down into the program a bit more than expected. We couldn't tell if some of our older machines were having problems with it, or if it was the program itself. Read full review Some standard functionalities don't work. We struggle to get optimum support from their support team. Issues are not resolved within the SLAs. Even escalating to higher authorities do not help. Read full review Likelihood to Renew We are fully committed to this system. After customizing it for the past 3 years we have no plans to change
Read full review The overall satisfaction is great and it offers great features. By expanding to using AI feature of Symphony Summit, we look forward to automate even ticket tracking and ticket resolution. The support provided by the symphony SummitAI team is also robust compared to industry standards and the team also conducts regular reviews to find out any dissatisfaction from the clients.
Read full review Usability There's two sides to answering this question. From an Agent/Admin perspective, it's great. You can do a lot of really cool things and have a lot of options and tools available to you. From a customer perspective, you're not quite as spoilt for choice. Ivanti has been working on and improving their new mobile-responsive customer interface but in doing so have really limited the features they allow admins to configure. We've found this limiting but not unworkable. I hope this continues to improve.
Read full review Support Rating Support has been amazing. They are knowledgeable, respectful, efficient, and friendly. When something doesn't go according to plan, they go above and beyond to make sure your issues are resolved. I have come to think of them as an extension of my team!
Read full review Alternatives Considered Ivanti is far more user friendly than ManageEngine, and has more features than
Jira Service Management. It takes longer to get used to Ivanti because of the extra features, but once you're on board with how it works and how to make changes, the possibilities and configuration options are almost endless
Read full review On the demo, we find the system is better than other app. this has better UI and the best workflow available, and the user can define or customize his own report. Users can add more fields in the app. you can define your own workflow .find more user-friendly than another app. user to raise SR/INCIDENT
Read full review Contract Terms and Pricing Model On-premises vs being in Ivanti's Cloud is about 3-5 times the cost.
Read full review Professional Services There are many companies for you to choose from. Many have expertise in specific areas. I highly recommend making sure you find one that can work for your specific project needs and then be willing to go in a different direction if needed. There are a few companies that have the personnel to cover everyone's basis but truthfully not many.
Read full review Return on Investment In the Classroom Support department, this has provided a quick access system available via tablet for technicians on the go and has improved response time. In the Helpdesk, this has assisted in the automation of repetitive tasks and assisted with providing better accountability for the completion of an assigned task. Read full review Symphony Summit has helped us achieve some automation. Asset management has improved slightly, but lot more was expected. Their standard functionalities, which were promised in newer versions, are not working. Read full review ScreenShots