Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Spoke
Score 9.0 out of 10
N/A
Spoke, headquartered in San Francisco, offers their ticketing and request management app designed to support IT help desks, HR, or management with handling employee requests and assistance needs.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
SpokeSymphonyAI Summit
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
SpokeSymphonyAI 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
Features
SpokeSymphonyAI Summit
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Spoke
8.4
4 Ratings
3% above category average
SymphonyAI Summit
7.2
10 Ratings
12% below category average
Organize and prioritize service tickets7.34 Ratings8.010 Ratings
Expert directory8.32 Ratings7.79 Ratings
Service restoration10.01 Ratings6.89 Ratings
Self-service tools8.63 Ratings7.09 Ratings
Subscription-based notifications8.43 Ratings7.310 Ratings
ITSM collaboration and documentation8.23 Ratings7.210 Ratings
ITSM reports and dashboards8.02 Ratings6.310 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Spoke
9.0
1 Ratings
9% above category average
SymphonyAI Summit
7.6
10 Ratings
8% below category average
Configuration mangement9.01 Ratings7.710 Ratings
Policy and contract enforcement9.01 Ratings7.09 Ratings
Asset management dashboard00 Ratings8.110 Ratings
Change management
Comparison of Change management features of Product A and Product B
Spoke
8.3
3 Ratings
1% below category average
SymphonyAI Summit
8.0
10 Ratings
4% below category average
Change requests repository8.63 Ratings8.110 Ratings
Change calendar8.32 Ratings8.08 Ratings
Service-level management8.02 Ratings7.810 Ratings
Best Alternatives
SpokeSymphonyAI Summit
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Score 9.0 out of 10
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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
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Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
Ivanti Neurons for ITSM
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Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
SpokeSymphonyAI Summit
Likelihood to Recommend
8.4
(4 ratings)
8.0
(10 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(1 ratings)
Support Rating
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
SpokeSymphonyAI Summit
Likelihood to Recommend
Spoke
Spoke is well suited to ingesting the myriad questions and requests I get throughout my workday. If I receive requests directly, they make it easy to change those requests into tickets, which helps my team track and demonstrate the work that we do. Spoke is also great for auto-answering common issues and questions. It only takes three of the same general question for it to start recognizing and offering the answer from our KB. Spoke has also been a great partner in helping our team be more efficient and more effective, something we never got with our old provider. I can’t emphasize enough that Spoke is NOT for external-facing helpdesks. It’s just not. It works best for teams that are supporting their own colleagues. I would also say that, at the moment, it doesn’t scale well past a few hundred users. They’re implementing features this year that will be more helpful for that sort of thing. But it does work great for remote support!
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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
Spoke
  • Routes questions to the right team or person via Slack, email or text
  • Obtain status updates on current job requests
  • Allows IT to follow up more efficiently on the job requests from employees
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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
Spoke
  • Newer company, a lot of features on the road map that aren't yet available.
  • A few bugs with the Slack integration.
  • Filtering/searching tickets is not intuitive.
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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
Spoke
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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Support Rating
Spoke
Any questions we've had were fielded in a very timely manner and their staff have been very helpful in our launch and ongoing inquiries. Internally, it has been very well received amongst staff and has increased efficiency, company wide
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SymphonyAI Summit
No answers on this topic
Alternatives Considered
Spoke
Spoke is just... easier. Easier to set up and easier to use, for both admins and users. We already have asset management and didn’t necessarily need our ticketing system to be directly connected to it. We wanted a product that was friendly to use, not crazy expensive, and didn’t require us to purchase an implementation package and/or a multi-day training package to roll-out. It’s not rocket science!
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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
Spoke
  • Spoke has been very cost efficient, more than paying for itself in gained productivity hours.
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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