The Best part while you configure the Workflow for CR, SR. Very easy to putup the conditions and validation. and tool can be managed with any individuals. cost-effective as compare to sapphire, service now, BMC remedy etc.

it provides you the UAT instance which help admin to do complete UAT before making any change Review collected by and hosted on G2.com.

As such no limitation with the experience of last 4 yrs with symphony ITSM Review collected by and hosted on G2.com.

The user interface is very good and it dashboard gives all the information needed Review collected by and hosted on G2.com.

As of now nothing, everything seems perfect Review collected by and hosted on G2.com.

Easy to do configuration changes which can be performed by L1/L2 resources, not so complicated interface for IT teams Review collected by and hosted on G2.com.

Symphony Support is not up to the mark, bugs are treated as a new feature which should be part of any tool for ITSM Review collected by and hosted on G2.com.

Symphony SummitAI - ITSM has been a fantastic tool for our IT and Customer experience team. Its interface is extremely accessible, and it provides all the functionality we want from a help desk system. Review collected by and hosted on G2.com.

Time taken by the support team to resolve any new requirement is very long and most of the time closed without a proper solution. Review collected by and hosted on G2.com.

Ease of implementation, configuration and changes. Can be used to automate all kinds of service management. The support structure is also robust and provides quick response and resolution. Review collected by and hosted on G2.com.

The analystics/MIS/Dashboard could be made simpler to promote usage of the reporting system by end-users themselves. Review collected by and hosted on G2.com.

Easy to use when submitting Incident and Request service. I'm leveraging a lot of the templates, which shorten the time for ticket submission. Review collected by and hosted on G2.com.

License and yearly renewal cost quite expensive. Review collected by and hosted on G2.com.

Managing asset inventory is expirenced good Review collected by and hosted on G2.com.

major issue which I realise is agent syncing Review collected by and hosted on G2.com.

Simplicity and usability. The interface is easy but SummitAI offers it all. Review collected by and hosted on G2.com.

There is latency between the selection of some links and when the page builds. Review collected by and hosted on G2.com.

Most of the ITIL rules that are built into the tool already are nice. No need for additional configurations. Review collected by and hosted on G2.com.

Some of the interfaces, especially the administrative portions, can be a bit clunky and the documentation severely needs to be updated/improved.

Speed of page loads could be improved. Look and feel of the application should be updated, looks great if it were made back in the early 2000s. Review collected by and hosted on G2.com.

I love the simplicity of the tool, and how it is so customizable. Out of the box it has everything a standard organization would need, but the capabilities are there for intense customization. Review collected by and hosted on G2.com.

There have been a few instances where the tool does seem to be laggy or slightly non-responsive, but I think this is normally when backups or maintenance jobs are running. Review collected by and hosted on G2.com.