Oracle IT Service Management Suite (discontinued) vs. SymphonyAI IT Service Management

It is helpful when someone wants to reassign issues and delegate tasks to other co-workers. However, it is not a good place for documentation because it is difficult to navigate older issue tickets. This is my personal experience with RightNow, an Oracle application used to manage our incident reports and project tracking documents

Incentivized

It is best for handling daily incidents and change records in the organization. And also provide features like which incident will have higher priority, and which have less and on the basis of that developer do their daily activities to resolve them. It also helps in managing our compliance change logs, which help the compliance team.

Incentivized

• It kept a log of all our issue tickets going back many years.
• Oracle made it easy to collaborate on issue tickets and work with my team members.
• It offered a number of features for formatting and inserting images and links, to make our issue tickets resemble an email.
• Oracle helped our department to delegate issue tickets and monitor each other's projects.

Incentivized

• The Design Studio is an easy solution for L3 support professionals to improve existing workflows without technical support quickly.
• The process and UI are more seamless, robust, and attractive than existing solutions.
• The copilot AI addition has removed a lot of repetitive tasks and improved UX.

Incentivized

• The search function was very poor, which made it difficult to find our issue tickets in RightNow.
• The Reply feature was kind of messy at times, it was difficult to find out who originally sent in tickets and reply all to people.
• It could have looked a bit sleeker, it looked somewhat outdated in the RightNow function.

Incentivized

• Business Rule Designer - Since it has many automation we are unable to use it properly, because of BRD related jobs not getting executed
• Creation of sub tenant under tenant
• 5 why analysis method in the problem management can be designed more efficiently rather than its designed now

Incentivized

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.

Incentivized

The main reason for choosing Symphony Summit is the customization. We wanted to have a separate tool for our business unit. Compared to ServiceNow, which requires a license to approve a request, Symphony does not require a license. In addition, it is much easier to customize and scale.

Incentivized

• It was helpful because it was our only system for organizing incident reports, and it was where I worked 70% of the time to correspond with our customers.
• The interface was sometimes time-consuming to use, and I wondered if there would have been a more streamlined program to use. It made our work seem slow at times.
• This program did provide us with a back-log of all of our issues, so it was important for us to use to in order to find repeated incident reports.

Incentivized

• When rolled out in its entirety, SymphonyAI is expected to directly reduce the CTC of technical user support by 40%.
• SymphonyAI has dramatically improved user experience, helping NPS levels cross over 60%.
• It has been instrumental in deploying workflows to production by more than 50%.

Incentivized