SymphonyAI IT Service Management Reviews & Insights

Score9.3 out of 10

45 Reviews and Ratings

Community insights

TrustRadius Insights for SymphonyAI IT Service Management are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Efficient Customer Support: Reviewers have praised the efficient support team for promptly addressing product issues, contributing to a positive user experience. Users noted that the team's responsiveness greatly improved their satisfaction levels, ensuring a smooth resolution process and enhancing overall trust in the platform.

User-Friendly Configuration Interface: Several customers have expressed satisfaction with the easy-to-use configuration screen, streamlining workflow management for administrators. This feature simplifies tasks and enhances overall efficiency in handling operations, allowing users to navigate through settings seamlessly and customize workflows according to specific needs.

Quick Service Delivery: The responsiveness of the SaaS platform has been commended by users for its swift service delivery, ensuring prompt assistance and efficient performance. This attribute significantly contributes to a seamless user experience by minimizing downtime and facilitating quick access to essential features and functionalities.

SymphonyAI IT Service Management Reviews

20 Reviews

SymphonyAI IT Service Management tool for managing Daily activities.

Rating: 7 out of 10

Incentivized

December 13, 2024

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

Likelihood to Recommend

It is best for handling daily incidents and change records in the organization. And also provide features like which incident will have higher priority, and which have less and on the basis of that developer do their daily activities to resolve them. It also helps in managing our compliance change logs, which help the compliance team.

Verified User

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

Vetted Review

3 years of experience

SymphonyAI IT Service Management is best tool for ITSM

Rating: 10 out of 10

Incentivized

October 1, 2024

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

Likelihood to Recommend

SymphonyAI IT Service Management is well suited on User friendly UI, reporting for management and easy to handle the operational activities for our day-to-day activities.

Still need to work on stable Summit version

Hariprasad Sakthivel

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

Vetted Review

7 years of experience

View profile

All in one solution

Rating: 8 out of 10

Incentivized

October 1, 2024

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

Likelihood to Recommend

I mean, SymphonyAI IT Service Management is an all-in-one tool; what else could you ask for?

Riya Gajjar

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

Vetted Review

2 years of experience

SymphonyAI IT Service Management review

Rating: 9 out of 10

Incentivized

September 17, 2024

Use Cases and Deployment Scope

We use it for handling one of the client, who is one of India's biggest leading company. We use it to manage the admin activities of the client and perform the implementation work based on the user requirements, to ease the work of the end users by adding drop down values, configuring catalogs, configuring approval flow. We use it to publish knowledge records and problem records, which helps end users and analysts in understanding and comparing the issues by referring to those documents. Staging instance data which will be configured for the testing purpose, it cannot be transferred to production by system. It should be done manually.

Pros

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

Cons

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

Likelihood to Recommend

We have used SymphonyAI IT Service Management in a client environment with good feedback as it helps in achieving a customer requirement in a well planned manner and implementing the data based on the requirements from the organization.

Verified User

Administrator in Product Management (501-1000 employees)

Vetted Review

2 years of experience

SymphonyAI IT Service Management for Easy and better monitoring

Rating: 9 out of 10

July 22, 2024

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

Likelihood to Recommend

Tracking of the efforts put by the analysts for the issues or requirements received by the clients, and for tracking the daily business tasks assigned to the teams both on the basis of individual and team.

Ramya Nemani

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

Vetted Review

3 years of experience

A great tool SymphonyAI IT Service Management

Rating: 9 out of 10

Incentivized

July 12, 2024

Use Cases and Deployment Scope

We use SymphonyAI IT Service Management as a incident, service request and change request process in our orginization and It is very good tool in which we have configure the approval authority so that we have to do any activity we require their approval and they automatically knows what we are doing in advance through SymphonyAI IT Service Management Tool.

Pros

Service Request
Incident handling
Log for Audit requirement

Cons

It's chatbot requires more advancement. It is less compatible with the application.
It mobile webpage is not too responsive.

Likelihood to Recommend

It is easy to setup and use and It has all the features which any organization required in their premises. For all the issues related to IT, it is covered by this tool and all the tracking of the activities also provided by this tool.

Verified User

Executive in Information Technology (10,001+ employees)

Vetted Review

1 year of experience

Good

Rating: 9 out of 10

Incentivized

July 10, 2024

Use Cases and Deployment Scope

We used to manage the admin/implementation part of the client organization. We perform POC in staging environment for complicated tasks before configuring in production. By creating catalogs and adding the assets, by designing BRD auto assignment feature for the incident management. Creating knowledge records and by publishing it making us to observe less number of incidents, because end users can review knowledge records and analyze the same. We have configured problem management for repeated issues so analyst can give RCA for the repeating incidents. To achieve Some expectation or specification of clients we need to reach a support team for the same. The activity which we perform in the client environment will be shared through Internal team by making SOP`s to refer and try in their environment in their own interest

Pros

Service catalog management, location based mapping, user group feature in approval form
Notification parser and mail to ticket functionality
5 why Analysis method in RCA of Problem management
Business Rule Designer - which can achieve many things in automation

Cons

Transferring staging environment into production environment should be done manually
Infra level training should be provided for partners
Support team should be able to organize the issues and report solution for them in timely manner

Likelihood to Recommend

By creating catalogs and adding the assets, by designing BRD auto assignment feature for the incident management. Creating knowledge records and by publishing it making us to observe less number of incidents, because end users can review knowledge records and analyze the same. We have configured problem management for repeated issues so analyst can give RCA for the repeating incidents.

Verified User

Engineer in Information Technology (201-500 employees)

Vetted Review

2 years of experience

Best for Help Desk (IT / Non-IT)

Rating: 8 out of 10

Incentivized

July 9, 2024

Use Cases and Deployment Scope

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).

Likelihood to Recommend

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

Analyst in Information Technology (201-500 employees)

Vetted Review

2 years of experience

AI powered service management.

Rating: 7 out of 10

Incentivized

June 22, 2024

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.

Likelihood to Recommend

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.

Dushyant Pathak

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

Vetted Review

1 year of experience

Review of SymphonyAI IT Service Management

Rating: 7 out of 10

Incentivized

June 20, 2024

Use Cases and Deployment Scope

Issue tracking management
Self-service resolution tools

Pros

Intuitive interface
Single service service portal
Streamline workflows

Cons

Should allow for more customization flexibility
Integrate with other tools
Project management tools could be more robust

Likelihood to Recommend

- Used as a ticketing tool to report/troubleshoot/solve issues
- Able to provide a tracking tool for support & end users to clear identify & track issues until the issue is resolved
- Provides additional tools to allow for documentation for support & end users to resolve issues on their own

- Interface could be a little more polished for most screens as its a little bit basic/dated compared to other web tools

Verified User

Analyst in Information Technology (10,001+ employees)

Vetted Review

2 years of experience

Loading Reviews List....