SymphonyAI IT Service Management

Score9.3 out of 10

45 Reviews and Ratings

What is SymphonyAI IT Service Management?

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.

Categories & Use Cases

Media

an example of the AI-powered IT and enterprise service workflows available on the platform.

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.

employee self-service, where employees can get answers and help. This helps to reduce call deflection and improve service experience.

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.

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.

SymphonyAI IT Asset Management’s unified interface, which offers comprehensive asset information from a single pane of glass. It can be used to track asset status by region, location, ownership history, and asset status.

a visualization of asset utilization. This helps to maximize the value of assets by tracking usage, redeploying underutilized resources, and eliminating unnecessary expenses.

the Apex Enterprise IT Copilot. This helps to resolve issues faster and improve performance using the generative AI powered by the Apex platform.

the Apex Enterprise IT Copilot. SymphonyAI Enterprise Copilot can help lift the drudgery of work and unleash the productivity of employees. Leveraging generative AI, SymphonyAI Enterprise Copilot delivers faster responses and superior services in a new way, to boost employee engagement and performance.

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ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
Category average: 8.2
Change calendar
Calendar showing change schedule to stakeholders
Category average: 8.4
Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Category average: 8.6

Configuration mangement
Database for tracking and reporting all business assets
Category average: 8.6
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Category average: 8.3
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.5

Hariprasad Sakthivel View profile

Lead Software Management, Technical specialist in Information Technology at Kyndryl Soulutions (10,001+ employees employees)

Use Cases and Deployment Scope

Symphony AI IT Service Management useful for handling priority incidents and VIP incidents effectively. In addition, to this it is useful for tracking the end-to-end flow of operation changes, Service requests, Problem management as well.

Also, User friendly UI & new enhancements feature available in new Summit AI versions makes life easier and easy to handle on reporting with Management.

Pros

Incident Management (Mail to Ticket, Major Incident, API integration)
End to End Change Management process
Custom fields can be created based on Organization requirements
BI reports can be created based on organization requirements
Mobile application
SLA

Cons

Asset management enhancements relevant to Aset license configuration to address Auto sync of upgraded license versions
UI Changes
Technical details need to get added on Doc site for better understanding about the tool for Summit Customers

Return on Investment

Assessment with Customers
Easy understanding of functionality behavior
Summit AI trainings

Alternatives Considered

BMC Helix Client Management

Other Software Used

ICD Portal, Fixitfaster, ServiceNow Customer Service Management

Riya Gajjar

IT in Information Technology at Stellae (201-500 employees employees)

Use Cases and Deployment Scope

I use SymphonyAI IT Service Management to consolidate all our services on one platform. Our main problem was that too many softwares for end users was making it difficult to learn and keep track of. SymphonyAI solved that issue

Pros

Integrating all different software systems on one platform

Cons

I wish it allowed more coding for creative purpose

Return on Investment

SymphonyAI has helped us reduce our costs

Verified User

Executive in Information Technology (5001-10,000 employees employees)

Use Cases and Deployment Scope

We are using SymphonyAI IT Service Management for managing services like Incident, Service, change record management and approval from management. We are maintain change record list in SymphonyAI IT Service Management tool ITSahayak and also we are using their catboat for providing services to other associates for troubleshooting. Also, we are using the ITSahayak tool for Compliance management in the system.

Pros

Incident Management
Change Record Management
Compliance Management
Report Status of change record and incidents to management

Cons

AI Chatbat
Very less customizable
Require dedicated developer for development

Return on Investment

Its license is too expensive.
Require dedicated developer to do changes.

Alternatives Considered

365 Audits

Other Software Used

GitHub, Microsoft Visual Studio, Oracle SQL Developer

Dushyant Pathak

Software Engineer in Information Technology at Deutsche Bank (10,001+ employees employees)

Use Cases and Deployment Scope

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.

Return on Investment

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%.

Alternatives Considered

ServiceNow IT Asset Management

Other Software Used

Jira Software, Coda, Email to PDF for Outlook

Ramya Nemani

Application Support Engineer in Information Technology at Tech Mahindra (10,001+ employees employees)

Use Cases and Deployment Scope

SymphonyAI IT Service Management is used as a ticketing and monitoring tool to address all of the issues and requirements from the business users for various other applications. SymphonyAI IT Service Management is integrated with number of other applications such as Tactix, Dynatrace, Nagios, Splunk etc... for tracking the issues and concerns raised in those applications.

Pros

User friendly Environment
Easy navigation
Faster Response
Better Customer Service

Cons

Looking forward for new features
Features that could make it easier for users new to the environment

Return on Investment

I have used the application as a Support admin
I do not have the experience in finance

Alternatives Considered

Dynatrace

Other Software Used

Nagios Log Server

SymphonyAI IT Service Management

What is SymphonyAI IT Service Management?

Categories & Use Cases

Media

Key Features

Top Performing Features

ITSM reports and dashboards

Change calendar

Service-level management

Areas for Improvement

Configuration mangement

Self-service tools

Subscription-based notifications

Reviews

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Other Software Used

Use Cases and Deployment Scope

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Use Cases and Deployment Scope

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Other Software Used

Use Cases and Deployment Scope

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Other Software Used

Use Cases and Deployment Scope

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Alternatives Considered

Other Software Used

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