InvGate Service Desk vs. SymphonyAI IT Service Management

This is well suited for someone who is looking for a basic help desk system (like we were). This product will get you out the door, but after owning it for several years now we have begun to look for more. The hardest part is that you cant get to raw data to use with other BI tools. If you want major customizations you will be limited

Incentivized

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.

Incentivized

• Set-up of system.
• GUI is user-friendly.

Incentivized

• 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

Incentivized

• The database for back-end is clunky and cryptic, and it is very hard to access data.
• The reporting functions are really lacking.

Incentivized

• 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

Incentivized

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.

Incentivized

This is one area where they need a lot of help, especially for being selling an ITSM. The service desk is located in Brazil, and they have very few individuals that speak English. Multiple updates over the year have broken the language of the system and tickets have come out in a foreign language. Support is unable to fix issues that occur where downtime occurs. Updates are too fast. Revisions happen 3-4 a week.

Incentivized

At the time of comparison, InvGate had a better price and way quicker set-up time to get it up and running

Incentivized

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.

Incentivized

• Upfront, it had a very good ROI compared to a homegrown system that was being used.
• Allows users to submit issues to get MFG back up and running.

Incentivized

• 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%.

Incentivized