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iET ITSM vs. SymphonyAI IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
iET ITSM
Score 7.8 out of 10
N/A
iET® ITSM is fully integrated, highly configurable, built to scale and designed to meet any organization’s needs. With additional modules for smartphone accessibility, phone system integration, and software asset management, iET Solutions offers a complete package for service management.N/A
SymphonyAI IT Service Management
Score 9.3 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
iET ITSMSymphonyAI IT Service Management
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
iET ITSMSymphonyAI IT Service Management
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
Community Pulse
iET ITSMSymphonyAI IT Service Management
Features
iET ITSMSymphonyAI IT Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
iET ITSM
-
Ratings
SymphonyAI IT Service Management
8.8
Ratings
8% above category average
Organize and prioritize service tickets00 Ratings8.60 Ratings
Expert directory00 Ratings8.80 Ratings
Service restoration00 Ratings8.60 Ratings
Self-service tools00 Ratings8.30 Ratings
Subscription-based notifications00 Ratings7.90 Ratings
ITSM collaboration and documentation00 Ratings9.60 Ratings
ITSM reports and dashboards00 Ratings9.90 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
iET ITSM
-
Ratings
SymphonyAI IT Service Management
9.0
Ratings
9% above category average
Configuration mangement00 Ratings8.30 Ratings
Asset management dashboard00 Ratings8.90 Ratings
Policy and contract enforcement00 Ratings9.80 Ratings
Change management
Comparison of Change management features of Product A and Product B
iET ITSM
-
Ratings
SymphonyAI IT Service Management
9.4
Ratings
11% above category average
Change requests repository00 Ratings8.30 Ratings
Change calendar00 Ratings9.90 Ratings
Service-level management00 Ratings9.90 Ratings
Best Alternatives
iET ITSMSymphonyAI IT Service Management
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
iET ITSMSymphonyAI IT Service Management
Likelihood to Recommend
-
(0 ratings)
8.9
(0 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(0 ratings)
User Testimonials
iET ITSMSymphonyAI IT Service Management
Likelihood to Recommend
No answers on this topic
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.
Verified User
Anonymous
Read full review
Pros
No answers on this topic
  • Service Catalog - Configuration of Catalogs and approvals flow in the SymphonyAI IT Service Management, which helps an organization for maintaining a structured way of organizing and completing the requests with a good manner
  • Publishing of knowledge records - Which helps in avoiding the creation of incidents by referring the Knowledge records
  • Publishing of Problem records - Which is created by analyst after analyzing the repeated issue, so that user can avoid creating the repeated issue like incidents
Verified User
Anonymous
Read full review
Cons
No answers on this topic
  • Business Rule Designer - Since it has many automation we are unable to use it properly, because of BRD related jobs not getting executed
  • Creation of sub tenant under tenant
  • 5 why analysis method in the problem management can be designed more efficiently rather than its designed now
Verified User
Anonymous
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Likelihood to Renew
No answers on this topic
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.
Verified User
Anonymous
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Alternatives Considered
No answers on this topic
365 Audits is used for handling Audit things which help us to provide monthly logs to auditor to track the changes and verify the things. If anything goes non-compliance, then they track with this tool and helps the organization to stop this activities and improve daily things to stop non-compliance things.
Verified User
Anonymous
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Return on Investment
No answers on this topic
  • 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%.
DP
Dushyant Pathak
Software Engineer
Read full review
ScreenShots

iET ITSM Screenshots

Screenshot of Use Selfservice on Mobile DeviceScreenshot of iET Workcenter Client / Incident Management FormScreenshot of iET Webshop / Your Face of Request Fulfillment to the end UserScreenshot of iET Selfservice/ Your Face to the end User

SymphonyAI IT Service Management Screenshots

Screenshot of an example of the AI-powered IT and enterprise service workflows available on the platform.Screenshot of the service portal, designed to make it easy for end users to get all their service issues addressed. By consolidating the user’s service needs into one place, users can find what they need quickly and easily.Screenshot of employee self-service, where employees can get answers and help. This helps to reduce call deflection and improve service experience.Screenshot of digitized work processes.Screenshot of the administration interface to launch new services. These can be rolled out with a few drag and drops using the Design Studio that includes 50 built-in modern controls to build forms, workflows, business rules and SLAs of any complexity.Screenshot of the 24/7 Omnichannel service desk experience. This delivers always on, natural language service experience to users with the AI-powered SymphonyAI Digital Agent. The agent features auto-resolve capabilities, multichannel support, and advanced natural language understanding.