--- 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. Symphony Summit - Easy to Use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** November 23, 2021 **What do you like best about SymphonyAI IT Service Management?** Easy for Administrators and Engineers. Light Weight application. **What do you dislike about SymphonyAI IT Service Management?** Not experienced any negative points as such. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Daily issue tracking is easy due to user-friendly console. ### 2. User friendly ITSM Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Shashi Kant T. | ITSD Process Lead, Enterprise (> 1000 emp.) **Reviewed Date:** August 12, 2021 **What do you like best about SymphonyAI IT Service Management?** it gives me a comprehensive dashboard and BI reporting **What do you dislike about SymphonyAI IT Service Management?** there's nothing to dislike about symphony SUMMITAI solutions **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** we use it for incident management, change management, problem management, knowledge management, release management, service request management. ### 3. SummitAI is very good and it is user friendly. **Rating:** 5.0/5.0 stars **Reviewed by:** Ramesh B. | IT-Manager., Enterprise (> 1000 emp.) **Reviewed Date:** August 13, 2021 **What do you like best about SymphonyAI IT Service Management?** We mainly work on Ticketing system and it is very useful. **What do you dislike about SymphonyAI IT Service Management?** Nothing as of now. All modules are good. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** The Ticketing system is good. It helps in faster the resolution of ticktes. ### 4. Symphony SummitAI ITSM tool is an all in one Tool. Which is helping us to find the required info **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** August 13, 2021 **What do you like best about SymphonyAI IT Service Management?** The best thing is to help us to get the required info in the same tool **What do you dislike about SymphonyAI IT Service Management?** There is an opportunity for improving on the reporting side for CMDB **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** IncidentTickets and Service requests tools are helping us to resolve the user issue in a better way, and all the Changes are documented through this tool which helps us ITSM audits. ### 5. Go for it to have customization capabilities and wide variety of features **Rating:** 5.0/5.0 stars **Reviewed by:** Vinoth K. | Technical Lead Infrastructure Operations, Enterprise (> 1000 emp.) **Reviewed Date:** September 09, 2020 **What do you like best about SymphonyAI IT Service Management?** Reporting customization, vendor support, ease of usage to tools, Blog for discussions and periodic upgrades every year to meet industry standards. AI driven capabilities in service management and asset management helps to build a better IT Infrastructure. Integration capabilities with AD, API, Mailbox and Mobile app are seamlessly working good. Implementation time is easier and vendor support is excellent. Product details, Upgrade details are provided in the guide itself which is explained well. Licensing model is flexible and pricing is comparatively less than other products in the market. **What do you dislike about SymphonyAI IT Service Management?** Cosmetic errors on workflow, scripting on catalogs pages and validation of errors post upgrade. Some of the pages loading time is high. **Recommendations to others considering SymphonyAI IT Service Management:** Go for it if you need good customization and reporting capabilities. Regular upgrades with brilliant updates to modules. AI Chatbot feature makes users to log and track their incident or requests easily. Monitoring suite is good and also have wide options to view with the feature. Lot of new customization and modifications can be made by using scripting option which is quite good. Above all, vendor support is exceptionally good and great. Integration capabilities are wide. Custom fields in each module allow to customize as per need from client and each of the field is flexible to report. Implementation architecture is good and also Cloud is available which is easier on upgrades. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** AI driven mechanism on Service Management. Customizable reporting module and licensing model. ### 6. 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! ### 7. Highly recommend as the tool covers almost all the requirements of ITIL framework **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** August 16, 2021 **What do you like best about SymphonyAI IT Service Management?** Basic level 1 administrator can customise the reports asper the requiremnet **What do you dislike about SymphonyAI IT Service Management?** Complex workflow and availability monitoring is not covered **Recommendations to others considering SymphonyAI IT Service Management:** Recommend the product as it is cost effective when compared with other competitors **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Automation of IT service and incident management and proper reports ### 8. Complete ITIL Foundation solution **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 16, 2021 **What do you like best about SymphonyAI IT Service Management?** It is a complete ITIL Foundation solutions which helps in monitoring and adhering to different functions of the Org **What do you dislike about SymphonyAI IT Service Management?** as of now i dont see something which i dislike but improvemnt can be done **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Incident and SR Management ### 9. A great technology platform **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Luxury Goods & Jewelry | Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2020 **What do you like best about SymphonyAI IT Service Management?** Symphony Summit AI Service Management the best ITSM option for future options contains a suite of IT services that improve the standards of production and management in your company. It works firmly linked through channels and guidelines of management processes of changes, incidents, problems and requests, these converge through a service db and configured management called DMSB, the management subcategories within the platform is optimized in the area of ​​Technology. functionalities make it efficient and very versatile. **What do you dislike about SymphonyAI IT Service Management?** I simply do not like that it does not have the updated manuals since with them you can have full use of the platform. **Recommendations to others considering SymphonyAI IT Service Management:** We could recommend others but it is the best option price quality **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** I have advised a company where this service was implemented and their IT area yields 30% more, and this for me is only the beginning. ### 10. User friendly dashboard & flexible **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 16, 2021 **What do you like best about SymphonyAI IT Service Management?** User friendly dashboard & flexible to use **What do you dislike about SymphonyAI IT Service Management?** Re-opening of tickets are complicated in the tool. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Faster resolution on HGS tickets ### 11. User of SummitAI **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** April 14, 2021 **What do you like best about SymphonyAI IT Service Management?** One place to enter and get status on Tickets **What do you dislike about SymphonyAI IT Service Management?** the created templates for Service Requests do not always meet the SR that I am trying to create. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** creating and tracking of tickets ### 12. Utilization of Summit for over three years and having found Summit Team easy to work with. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 11, 2021 **What do you like best about SymphonyAI IT Service Management?** The new AI features that CINDE brings and the support we obtain. **What do you dislike about SymphonyAI IT Service Management?** I have nothing negative to say about this tool. **Recommendations to others considering SymphonyAI IT Service Management:** Get a demo, meet with a current user and ask questions **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** We are a full blown MSP with multiple clients in various fields. This is a great tool for supporting ITaaS. Time savings ### 13. Best for all IT management solutions. **Rating:** 5.0/5.0 stars **Reviewed by:** Paul D. | IT Manager, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2019 **What do you like best about SymphonyAI IT Service Management?** I like all the features in this tool. It can manage all the IT tasks as a single tool itself. It is easy to use. **What do you dislike about SymphonyAI IT Service Management?** So far this tool has not presented any drawbacks to say so. It has worked well with our system and am happy to see improvements on its features. **Recommendations to others considering SymphonyAI IT Service Management:** This is the best tool that I would highly recommend to everyone looking for best IT management platform. It has worked well with our system and I like its features. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** We have been using this tool for IT management and to resolve users queries. So far it has made IT management soon easy. We can now track all IT related data and records under single too. ### 14. IT Asset Management software **Rating:** 4.5/5.0 stars **Reviewed by:** Purity N. | IT Manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2019 **What do you like best about SymphonyAI IT Service Management?** This software allows the user to set up simple automated function within no time. Handles all the IT and non IT assets in use. **What do you dislike about SymphonyAI IT Service Management?** No dislike this software works excellent with all our IT work. **Recommendations to others considering SymphonyAI IT Service Management:** We have tried this software in all our assets management and the results are promising and we are pleased to recommend it to you as well and others. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** This software manages all our assets and therefore makes work easier. It is easy to view all asset used by the company in single platform. Automatically keep tract of all hardware and software. ### 15. Better productivity and a reliable product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** October 31, 2018 **What do you like best about SymphonyAI IT Service Management?** i had been using Incident management feature frequently and i would say its the best feature i found in the summit service management tool **What do you dislike about SymphonyAI IT Service Management?** Nothing so far. It has been one and half year since i am using this product and i didn't find any issue. Best itsm tool that i have used. **Recommendations to others considering SymphonyAI IT Service Management:** I would like to advice everyone to use this great tool! **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Initially i used to find it difficult to get a service or issue resolved but with this tool it has made my life much easier with their effortless and smooth services. ### 16. improved productivity for IT-support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** October 31, 2018 **What do you like best about SymphonyAI IT Service Management?** dashboard looks like user friendly, All options are showing up in one page.. flow of the entire tool makes my work effective. **What do you dislike about SymphonyAI IT Service Management?** I never come across anything I I dislike in specific. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** We were facing an issue of manpower all the time. As in we had to resolve it manually but now that we are using Summit tool t has improved the productivity for IT support also It has enabled automation of certain tasks. ### 17. Good tool, user friendly UI **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** October 31, 2018 **What do you like best about SymphonyAI IT Service Management?** The UI of the tool too good. The incident management system is good **What do you dislike about SymphonyAI IT Service Management?** Nothing so far. It's been a nice experience. **Recommendations to others considering SymphonyAI IT Service Management:** yeah it's a nice tool, i would recommend this to others **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** IT related issue use to take too long to get resolved which is been done quick with this tool ### 18. ITSM Tool for Service Desk **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** April 03, 2018 **What do you like best about SymphonyAI IT Service Management?** Simplicity of use and the ability to deploy across multiple geographies. The ability to customize splash screens. Administration of the application is a simple as one could get. The ability to build workflow systems along with the ability to 'park' tickets until information is received. **What do you dislike about SymphonyAI IT Service Management?** Lack of knowledge about the underlying database structures and the ability to data mine information. The change over did not allow us to import cleanly our existing data from multiple service desk tools. **Recommendations to others considering SymphonyAI IT Service Management:** If you have a home grown solution or need to migrate to a cloud based solution then this would be a perfect choice. **What problems is SymphonyAI IT Service Management solving and how is that benefiting you?** Eliminated several disjoined ITSM look-a-like home grown solutions. One common view across multiple geographies. Workflow without ticket blasting all departments. ## 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?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-10+19%3A28%3A32+-0500&secure%5Bsession_id%5D=01d02710-ec45-4baf-be4c-ce3242d4b54d&secure%5Btoken%5D=61593225275a514d020f61e26b966608684db1db760061f93c33605f0fc45cb0&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 (1,301 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,824 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (966 reviews)