--- title: SymphonyAI IT Service Management Reviews meta_title: 'SymphonyAI IT Service Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 68 reviews by the users' company size, role or industry to find out how SymphonyAI IT Service Management works for a business like yours. aggregate_rating: rating_value: 4.6 review_count: 68 scale: '5' date_modified: '2026-08-09' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # SymphonyAI IT Service Management Reviews **Vendor:** SymphonyAI **Category:** [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management) **Average Rating:** 4.6/5.0 **Total Reviews:** 68 ## About SymphonyAI IT Service Management SymphonyAI IT Service Management offers an enterprise-class solution that delivers measurable business outcomes leveraging automation, predictive, and generative AI. Customers have been able to automate 60% of service requests, achieve a 50% faster resolution, and realize a 30% savings on hardware and software costs using our ITSM platform. We are recognized as a Gartner Customers’ Choice, featured as a leader and significant player in many leading analyst reports. Leading global companies like KPMG, Toyota, Trelix, Ameritas, Hershey’s, Smart & Final, are SymphonyAI customers. SymphonyAI ITSM can generate significant cost savings and a faster time to value compared to any leading players in the market. ## SymphonyAI IT Service Management Pros & Cons **What users like:** - Users praise the **automation of service requests** , enhancing efficiency and streamlining the onboarding process for organizations. (2 reviews) - Users love the **automation efficiency** in SymphonyAI, especially for seamlessly converting emails into service requests. (1 reviews) - Users praise the **ease of configuration** for service requests, highlighting the seamless automation and manual creation options. (1 reviews) - Users value the **customizability** of SymphonyAI, allowing easy configuration and automation of service requests via email. (1 reviews) - Users find SymphonyAI IT Service Management extremely **easy to use** with intuitive configuration and seamless email integration. (1 reviews) - Easy Setup (1 reviews) - Efficiency (1 reviews) - Monitoring (1 reviews) - Team Collaboration (1 reviews) - Time-saving (1 reviews) **What users dislike:** - Users find the **complex configuration** challenging and seek more streamlined back-end setup options. (1 reviews) - Users find the **back end configurations too complex** , leading to challenges in usability and overall integration. (1 reviews) - Users find the **complex setup** of SymphonyAI IT Service Management challenging, requiring simplification for better usability. (1 reviews) - Users find the **expensive subscription model** challenging for mid to large organizations, limiting accessibility and flexibility. (1 reviews) - Users face **filtering issues** with SymphonyAI IT Service Management, particularly in excluding specific email addresses. (1 reviews) - Filtering Problems (1 reviews) - Limited Automation (1 reviews) - Limited Customization (1 reviews) - Limited Features (1 reviews) - Users face **limited functionality** in asset allocation and lack essential features like screenshot attachments and effort estimation. (1 reviews) ## SymphonyAI IT Service Management Reviews ### 1. Summit is a good for organizations that have started to implement ITSM process and not very matured **Rating:** 3.0/5.0 stars **Reviewed by:** Cletus D. | IT Service Delivery Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2021 **What do you like best about SymphonyAI IT Service Management?** Low cost of operating. Required features and modules are avaialable. **What do you dislike about SymphonyAI IT Service Management?** Flexibility to make changes, Summit support. Features compared to market leaders **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Structuring service requests from email to service catalogue. IT asset management for tracking assets. Incident management for monitoring incidents and reporting for generating various insights. ### 2. Works Well Enough **Rating:** 2.5/5.0 stars **Reviewed by:** Max M. | Sr. IT Risk & Compliance Manager, Enterprise (> 1000 emp.) **Reviewed Date:** April 14, 2021 **What do you like best about SymphonyAI IT Service Management?** The ability to customize the software is very valuable and helpful. **What do you dislike about SymphonyAI IT Service Management?** I don't particularly appreciate that the software has too many menus, is not user-friendly, and is hard to audit. There are not enough logging reports that are easily accessible. It feels like the software was designed by a coder and not someone with responsibilities in IT management or UX/UI. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** The ability to manage incidents and service requests in one location is helpul. Also, managing change requests is great too. **Official Response from Danielle Livy:** > Hi Max – Thank you for taking the time to write a review, we really appreciate it. Regarding the menus, we would be happy to show you how you can modify them and remove what makes sense for you. We are aware that in some of the functionalities an analyst has to perform multiple “clicks” to achieve their goal, and we are confident that these concerns will be addressed in our Everest release coming in early 2022. Our goal is to ensure that admins are empowered to create the experience you need to be the most productive. Please don’t hesitate to let us know how we can help you be more successful with SummitAI. Our team will be reaching out to you to see if we can assist! ## SymphonyAI IT Service Management Discussions - [What is Summit Asset agent?](https://www.g2.com/discussions/what-is-summit-asset-agent) - [What is SummitAI?](https://www.g2.com/discussions/what-is-summitai) - [What is symphony Summit tool?](https://www.g2.com/discussions/what-is-symphony-summit-tool) - [What is the next major release planned? Currently we are in Denali HF01](https://www.g2.com/discussions/31668-what-is-the-next-major-release-planned-currently-we-are-in-denali-hf01) - 1 upvote - [What is the best way to get templates for Scripting options? like if need to have a dropdown or checkbox as and when needed](https://www.g2.com/discussions/31483-what-is-the-best-way-to-get-templates-for-scripting-options-like-if-need-to-have-a-dropdown-or-checkbox-as-and-when-needed) - 1 upvote - [View SymphonyAI IT Service Management pricing details and edition comparison](https://www.g2.com/products/symphonyai-it-service-management/reviews?filters%5Bnps_score%5D%5B%5D=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+13%3A03%3A19+-0500&secure%5Bsession_id%5D=195f1353-5893-4df8-af71-2e6041f5beb9&secure%5Btoken%5D=469961cd9204ea97ee77594c2735a646659c1e4148035add7512c6f88f340272&format=llm_user) ## SymphonyAI IT Service Management Features **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Asset Inventory** - Hardware Asset Inventory - Software Asset Inventory - Cloud Asset Inventory - Mobile Asset Inventory - Asset Discovery **Functionality** - Software inventory and lifecycle management - License entitlement and usage management - Vendor management and compliance - Automated end user license provisioning - Approved app catalogue - Customized alerts **Agentic AI - Software Asset Management Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Analysis** - Threat Detection **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Risk assessment** - Shadow IT detection - Software vulnerability assessment - Redundant software functionality identification **Generative AI** - AI Text Generation - AI Text Generation - Generative AI **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Platform** - Unified Communications Platform - Remote Access - ITIL Policy Compliance - Asset Tracking - IT Knowledge Management - IT Asset Management - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Agentic AI - IT Asset Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile Access **Security** - Endpoint Protection - Patch Management - Disaster Recovery - Service Management - Workflow Management - Remote Monitoring & Management - Configuration Management - Task Management - License Management - Capacity Management - Compliance Management - Service Level Agreement (SLA) Management - Incident Management **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Agentic AI - Enterprise IT Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - AI/Machine Learning - Third-Party Integrations **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail **Additional Functionality** - Audit Trail - Single Sign On - Security Tools - Server Monitoring - Generative AI - Self Service Portal - Event Logs - Maintenance Scheduling - Data Import/Export - Personalization and Recommendation - AI Copilot - IT Reporting - Alerts/Notifications - Access Controls/Permissions - Issue Auditing - Dashboard - API - Real-Time Notifications - Real-Time Monitoring - Workflow Automation **Management** - Central Dashboard - Asset Policy Management - Risk Management - Integrations - User Management - Support Ticket Management - Requisition Management - Inventory Management - Email Management - Maintenance Management - Workflow Management - Problem Management - Service Level Agreement (SLA) Management - Supplier Management - Procurement Management - Knowledge Base Management - Task Management - Change Management - Incident Management - Contract/License Management - Audit Management - Configuration Management **Additional Functionality** - Cost Tracking - Access Controls/Permissions - Prioritization - Customizable Fields - Data Import/Export - Asset Tracking - Customizable Branding - API - Alerts/Notifications - Reporting/Analytics - Barcode/Ticket Scanning - Monitoring - Customizable Forms - Compliance Tracking - Data Visualization - Audit Trail - AI Copilot - Self Service Portal - Customizable Reports ## Top SymphonyAI IT Service Management Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,305 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,829 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (966 reviews)