AI powered service management.
June 22, 2024

AI powered service management.

Dushyant Pathak | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with SymphonyAI IT Service Management

We recently tried SymphonyAI as an alternative to the ServiceNow ITSM module that's been deployed across our organization. We were looking at more customization and improved UX compared to the limited access provided by competitors. This rollout primarily encompassed our IT support and change management services, applicable to around 30,000 users and support personnel.

Pros

  • The Design Studio is an easy solution for L3 support professionals to improve existing workflows without technical support quickly.
  • The process and UI are more seamless, robust, and attractive than existing solutions.
  • The copilot AI addition has removed a lot of repetitive tasks and improved UX.

Cons

  • Copilot can further be improved to generate insights, automate regular workflows, and predict demand, which solves many inventory and licensing issues.
  • Integration with the existing suite of products, including Unity, Jira, and invoicing systems, could be enhanced.
  • When rolled out in its entirety, SymphonyAI is expected to directly reduce the CTC of technical user support by 40%.
  • SymphonyAI has dramatically improved user experience, helping NPS levels cross over 60%.
  • It has been instrumental in deploying workflows to production by more than 50%.
SymphonyAI has a better interface and UX and a richer set of AI-powered features.

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?

Yes

Did implementation of SymphonyAI IT Service Management go as expected?

Yes

Would you buy SymphonyAI IT Service Management again?

Yes

SymphonyAI is a great use case for teams looking to get aesthetic and robust service management solutions and looking to onboard with a low workforce. Its AI capabilities are also expected to enhance turnaround sharply.

SymphonyAI IT Service Management Feature Ratings

Incident and problem management
6.7
Organize and prioritize service tickets
6
Expert directory
7
Service restoration
6
Self-service tools
7
Subscription-based notifications
8
ITSM collaboration and documentation
6
ITSM reports and dashboards
7
ITSM asset management
7.3
Configuration mangement
8
Asset management dashboard
7
Policy and contract enforcement
7
Change management
6.7
Change requests repository
7
Change calendar
6
Service-level management
7

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