Robust tool for IT Service Management
Updated July 29, 2022

Robust tool for IT Service Management

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Symphony SummitAI

Symphony SummitAI has also helped in digitalizing service management of other departments. The easy-to-use interface and standardized functionality have made it very easy to implement the ITIL processes.

Pros

  • Easy to use GUI
  • Standardized functioanlity
  • Robust after implementation support

Cons

  • The dashboards should be easier to create
  • The table structure should be open to users
  • Creating views by admin instead of application support
  • It has helped in digitalizing service management of departments other than IT
  • It has helped streamline the processes of knowledge management, problem management and release management.
  • Due to the easy configurable nature of the product, alerts etc are being used to closely monitor all incidents, SRs etc.
Symphony SummitAI helped understand the layout of the service management processes and bring clarity to many aspects that were not considered earlier. The detailed discussions of the processes helped in the roll-out of the system in the entire organization. The hyper care support provided immediately after the implementation was great as it helped iron out any teething issues faced by the users.
The automation functionality has helped in assigning the tickets to the concerned work groups quickly. The bulk upload module for service requests has helped ease the process by making it faster and more efficient. The AI CINDE looks capable enough of streamlining the service management processes even further.
Symphony SummitAI cloud Implementation was chosen over HP ITSM because it provided a ready-to-implement functionality for the service management modules with minimal scripting and administration. The easy GUI also enabled the rapid implementation of the product for digitalizing the service management processes of other areas as well.

Do you think SymphonyAI IT Service Management delivers good value for the price?

Yes

Are you happy with SymphonyAI IT Service Management's feature set?

Yes

Did SymphonyAI IT Service Management live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of SymphonyAI IT Service Management go as expected?

Yes

Would you buy SymphonyAI IT Service Management again?

Yes

Symphony SummitAI is well suited if you want to quickly digitalize the service management processes of your organization. The support team is quite responsive at quickly resolving any issues. The reporting and dashboard need to be improved. The table structure needs to be more transparent so end users can create customized dashboards without the need for the system admin.

SymphonyAI IT Service Management Feature Ratings

Organize and prioritize service tickets
8
Expert directory
7
Service restoration
8
Self-service tools
7
Subscription-based notifications
7
ITSM collaboration and documentation
8
ITSM reports and dashboards
6
Configuration mangement
7
Asset management dashboard
8
Policy and contract enforcement
7
Change requests repository
8
Change calendar
8
Service-level management
8

Using Symphony SummitAI

They represent all business functions in the organization including hundreds of Departments in five clusters. We have also used the service management system to automate the the service management of Non IT departments as well. This has helped automate the customer service facets of those departments. It has also led to an overall increase in digitalization of the organization.
1 - The knowledge of ITIL processes and Service Management is needed to support Symphony SummitAI application. The Symphony SummitAI team also provides training and certification resources as well that ensures that you are adequately prepared to support the system and do not rely on Symphony SummitAI Support all the time. In the occasion that you do need the help, the support team is always ready to help you.
  • Incident Management
  • Service Request Management
  • Change Management
  • Release Management
  • Automate VAPT Tracking
  • Automate Non IT Ticket Tracking
  • Automate the ticket assignment
  • Reduce the number the tickets by using AI
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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