ManageEngine ServiceDesk Plus vs. SymphonyAI Summit

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
N/A
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
$10
Starting Price Per Month
SymphonyAI Summit
Score 7.9 out of 10
N/A
Symphony SummitAI, formerly the Summus IT Management Suite, is an ITSM and system monitoring offering from the company of the same name in Palo Alto.N/A
Pricing
ManageEngine ServiceDesk PlusSymphonyAI Summit
Editions & Modules
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
No answers on this topic
Offerings
Pricing Offerings
ManageEngine ServiceDesk PlusSymphonyAI Summit
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ManageEngine ServiceDesk PlusSymphonyAI Summit
Top Pros
Top Cons
Features
ManageEngine ServiceDesk PlusSymphonyAI Summit
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ManageEngine ServiceDesk Plus
8.9
19 Ratings
9% above category average
SymphonyAI Summit
7.2
10 Ratings
13% below category average
Organize and prioritize service tickets10.019 Ratings8.010 Ratings
Expert directory9.012 Ratings7.69 Ratings
Service restoration10.014 Ratings6.79 Ratings
Self-service tools8.017 Ratings7.09 Ratings
Subscription-based notifications9.013 Ratings7.310 Ratings
ITSM collaboration and documentation7.015 Ratings7.210 Ratings
ITSM reports and dashboards9.017 Ratings6.310 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ManageEngine ServiceDesk Plus
8.7
14 Ratings
6% above category average
SymphonyAI Summit
7.6
10 Ratings
8% below category average
Configuration mangement8.013 Ratings7.710 Ratings
Asset management dashboard9.013 Ratings8.010 Ratings
Policy and contract enforcement9.09 Ratings7.09 Ratings
Change management
Comparison of Change management features of Product A and Product B
ManageEngine ServiceDesk Plus
9.7
15 Ratings
14% above category average
SymphonyAI Summit
7.9
10 Ratings
6% below category average
Change requests repository9.014 Ratings8.010 Ratings
Change calendar10.010 Ratings8.08 Ratings
Service-level management10.013 Ratings7.810 Ratings
Best Alternatives
ManageEngine ServiceDesk PlusSymphonyAI Summit
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 8.8 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ManageEngine ServiceDesk PlusSymphonyAI Summit
Likelihood to Recommend
9.0
(19 ratings)
7.9
(10 ratings)
Likelihood to Renew
6.0
(1 ratings)
9.0
(1 ratings)
Usability
8.0
(3 ratings)
-
(0 ratings)
Support Rating
9.0
(3 ratings)
-
(0 ratings)
User Testimonials
ManageEngine ServiceDesk PlusSymphonyAI Summit
Likelihood to Recommend
ManageEngine, A Div of Zoho Corporation Pvt Ltd
ServiceDesk Plus is very easy to configure at the start, and then adjust the categories and rules as the implementation is refined. Its greatest strength is the ability to program without requiring a full time administrator. There is very little jargon involved. Reporting not so much. The canned reports are useful but do not always cover some of the basics. Fortunately, the user groups freely share report definitions so one could springboard from something close to your desired result.
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SymphonyAI Summit
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
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Pros
ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • Ticket logging for end users, so they can see the progress on their help requests
  • Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc
  • Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded
  • Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts
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SymphonyAI Summit
  • Network Incident to network inventory mapping and workflow management.
  • Priority, Severity wise SLA management.
  • Integration with other systems like CRM, EMS.
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Cons
ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
  • Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
  • When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.
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SymphonyAI Summit
  • 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.
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Likelihood to Renew
ManageEngine, A Div of Zoho Corporation Pvt Ltd
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
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SymphonyAI Summit
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.
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Usability
ManageEngine, A Div of Zoho Corporation Pvt Ltd
It is still very cumbersome, lots of data entry on the back end to build how we want it but it is still not completely user friendly. Many functions still dont work and contacting someone for help isnt always easy or we get told solutions for issues we have just arent built yet.
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SymphonyAI Summit
No answers on this topic
Support Rating
ManageEngine, A Div of Zoho Corporation Pvt Ltd
Our network administrator usually gets a good response when contacting ManageEngine ServiceDesk Plus customer service. They are quick to respond and so far have been able to eliminate most of our issues. We have been through several upgrades of the software over the years and have no issues to report in regards to customer service.
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SymphonyAI Summit
No answers on this topic
Alternatives Considered
ManageEngine, A Div of Zoho Corporation Pvt Ltd
Compared to Cherwell, SDP is much much faster, and easier to deploy, set up, and use. But it does not have automation, and has limited customization. Since it is smaller and easier, it does not require any development effort. On the other hand, it is far more expensive, considering its lower capabilities, and its licensing model is not concurrently based (each technician uses up a license, even if the technician is not actively logged in and using the tool).
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SymphonyAI Summit
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
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Return on Investment
ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • ServiceDesk Plus has helped our organization see what issues we face on a more global picture and we are able to take the time and resources to correct them in a timely manner.
  • The only negative part about ServiceDesk Plus is it can become costly when you see and use all the features it has to offer.
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SymphonyAI Summit
  • 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.
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ScreenShots