Best for Help Desk (IT / Non-IT)
July 09, 2024

Best for Help Desk (IT / Non-IT)

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with SymphonyAI IT Service Management

We use Symphony Summit AI tool mostly for Service management. We use this tool for incidents and service requests related to IT and non-IT. We also use change management for all application, network, server, and infrastructure-related changes. This tool is actively used for Helpdesk tickets. We manage the full lifecycle of Assets in the tool from store to decompose. Both IT and non-IT assets are managed in the inventory.

Pros

  • Incident Management (including major incident).
  • Change management.
  • Service request management.

Cons

  • Service catalog management (they can add few more control to the from designed).
  • Asset IT and Non IT coverage.
The main reason for choosing Symphony Summit is the customization. We wanted to have a separate tool for our business unit. Compared to ServiceNow, which requires a license to approve a request, Symphony does not require a license. In addition, it is much easier to customize and scale.

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

Not sure

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?

I wasn't involved with the implementation phase

Would you buy SymphonyAI IT Service Management again?

Yes

If the organization has a plan for the HelpDesk team and has active complaints, then this tool is suitable for Help Desk management. If you have many assets (more than 500), then managing those assets is a good business use case. If you have infrastructure on-premises and manage all of it, then you would need Change management.

SymphonyAI IT Service Management Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
8
ITSM asset management
7.5
Configuration mangement
8
Asset management dashboard
7
Policy and contract enforcement
Not Rated
Change management
8.0
Change requests repository
8
Change calendar
Not Rated
Service-level management
Not Rated

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