ServiceNow Customer Service Management vs. SymphonyAI Summit

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ServiceNow Customer Service Management
Score 7.9 out of 10
N/A
Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented in this edition to support customers rather than internal employees. The Professional bundle also includes performance analytics, predictive intelligence, and related tools to support customer support agents improvement…N/A
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
ServiceNow Customer Service ManagementSymphonyAI Summit
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
ServiceNow Customer Service ManagementSymphonyAI Summit
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ServiceNow Customer Service ManagementSymphonyAI Summit
Considered Both Products
ServiceNow Customer Service Management

No answer on this topic

SymphonyAI Summit
Top Pros
Top Cons
Features
ServiceNow Customer Service ManagementSymphonyAI Summit
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ServiceNow Customer Service Management
7.0
6 Ratings
14% below category average
SymphonyAI Summit
7.2
10 Ratings
12% below category average
Organize and prioritize service tickets7.66 Ratings8.010 Ratings
Expert directory7.95 Ratings7.69 Ratings
Subscription-based notifications7.15 Ratings7.310 Ratings
ITSM collaboration and documentation4.55 Ratings7.210 Ratings
Ticket creation and submission9.16 Ratings00 Ratings
Ticket response6.06 Ratings00 Ratings
Service restoration00 Ratings6.79 Ratings
Self-service tools00 Ratings7.09 Ratings
ITSM reports and dashboards00 Ratings6.310 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ServiceNow Customer Service Management
4.8
5 Ratings
49% below category average
SymphonyAI Summit
-
Ratings
External knowledge base4.44 Ratings00 Ratings
Internal knowledge base5.15 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ServiceNow Customer Service Management
6.3
6 Ratings
23% below category average
SymphonyAI Summit
-
Ratings
Customer portal7.24 Ratings00 Ratings
IVR5.34 Ratings00 Ratings
Social integration3.54 Ratings00 Ratings
Email support7.45 Ratings00 Ratings
Help Desk CRM integration8.25 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ServiceNow Customer Service Management
-
Ratings
SymphonyAI Summit
7.6
10 Ratings
7% below category average
Configuration mangement00 Ratings7.710 Ratings
Asset management dashboard00 Ratings8.010 Ratings
Policy and contract enforcement00 Ratings7.09 Ratings
Change management
Comparison of Change management features of Product A and Product B
ServiceNow Customer Service Management
-
Ratings
SymphonyAI Summit
7.9
10 Ratings
6% below category average
Change requests repository00 Ratings8.010 Ratings
Change calendar00 Ratings8.08 Ratings
Service-level management00 Ratings7.810 Ratings
Best Alternatives
ServiceNow Customer Service ManagementSymphonyAI 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
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ServiceNow Customer Service ManagementSymphonyAI Summit
Likelihood to Recommend
7.4
(6 ratings)
8.0
(10 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(1 ratings)
Usability
10.0
(1 ratings)
-
(0 ratings)
Support Rating
9.0
(1 ratings)
-
(0 ratings)
User Testimonials
ServiceNow Customer Service ManagementSymphonyAI Summit
Likelihood to Recommend
ServiceNow
It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.
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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
ServiceNow
  • Allows for clear communication between help desk and end users.
  • Provides a clean inventory option for both hardware items and software licenses.
  • Navigation is very intuitive and user friendly.
  • Many reporting features for all levels of the company.
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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
ServiceNow
  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
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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
ServiceNow
No answers on this topic
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
ServiceNow
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
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SymphonyAI Summit
No answers on this topic
Support Rating
ServiceNow
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
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SymphonyAI Summit
No answers on this topic
Alternatives Considered
ServiceNow
Connectwise targets small to medium enterprises and kept things simple for cross-organizational communications. On the other hand, ServiceNow with users with more than 500 at least, tends to create lag and tension when all are using the app at the same time, especially getting reports in a timely manner.
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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
ServiceNow
  • The negative impact for my team is the delay in team completing tickets but not a system issue.
  • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
  • Negative impact is that there is no user job aid or helpful tools for new users.
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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.
Read full review
ScreenShots