Full of potential with very low performance.
October 14, 2022

Full of potential with very low performance.

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Symphony SummitAI

We use Symphony SummitAI as our ITSM solution and for Asset Management.
  • User Interface.
  • Customized workflows.
  • Rule book automation.
  • 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.
  • 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.
While our initial experience when we implemented the solution was good, however during each upgrade, we faced a lot of challenges, and during the recent upgrade, our production system was down for more than three weeks. Their support teams were not able to resolve the issues in a timely manner.
Their software promises a lot, but everything is just on paper and on slides. In reality, things are not working.
Symphony Summit is certainly cost-effective in comparison to ServiceNow but their solution is not mature and is buggy.

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

No

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

No

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

No

Did implementation of SymphonyAI IT Service Management go as expected?

I wasn't involved with the implementation phase

Would you buy SymphonyAI IT Service Management again?

No

Overall, the software is fine, but some of its standard functionalities do not work. Even after multiple levels of escalations, things are not resolved. Their support team is not able to provide the right level of support. The software has a lot of issues that have not been resolved even after one month since go-live. Go-live was delayed by more than three weeks.

SymphonyAI IT Service Management Feature Ratings

Organize and prioritize service tickets
8
Expert directory
8
Service restoration
5
Self-service tools
3
Subscription-based notifications
3
ITSM collaboration and documentation
3
ITSM reports and dashboards
1
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
2
Change requests repository
8
Change calendar
8
Service-level management
2