Review of SymphonyAI IT Service Management
June 20, 2024

Review of SymphonyAI IT Service Management

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with SymphonyAI IT Service Management

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
  • Quicker resolution of problems/issues
  • Ability to limit calls via self-service tools/documentation
  • First call resolution for support staff
- Overall its a great tool to use - Its simple and allows for straightfoward reporting, tracking, & documentation to monitor & resolve issues - Reporting seems to be customizable & provides clear & detailed tracking options - The interface could be more polished, seems a little basic but it does provide enough info for all staff to track & report on issues - Sometimes it seems like there are too many steps to complete to finish some basic tracking (not the worst but not the best either)
- Once the automation steps are configured, everything works smoothly as expected
- There were some integration challenges but once the parameters were setup, reporting and processing tasks worked well
- Some manual steps were configured to run as part of a batch process which improved efficiency. Combined with a simple webpage layout, it allows staff to easily navigate between different issues
Ive used ServiceNow before which I believe is a similar application. Both provide basic support reporting tools, but SymphonyAI IT Service Managements tool appears to more user friendly and is quicker

The reporting tool for SymphonyAI IT Service Management also seems to be much better. It allows for a more polished dashboard and was easily changeable for each team/person

Do you think SymphonyAI IT Service Management delivers good value for the price?

Not sure

Are you happy with SymphonyAI IT Service Management's feature set?

Yes

Did SymphonyAI IT Service Management live up to sales and marketing promises?

Yes

Did implementation of SymphonyAI IT Service Management go as expected?

I wasn't involved with the implementation phase

Would you buy SymphonyAI IT Service Management again?

Yes

- 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

SymphonyAI IT Service Management Feature Ratings

Incident and problem management
6.6
Organize and prioritize service tickets
9
Expert directory
6
Service restoration
7
Self-service tools
7
Subscription-based notifications
5
ITSM collaboration and documentation
6
ITSM reports and dashboards
6
ITSM asset management
6.0
Configuration mangement
6
Asset management dashboard
6
Policy and contract enforcement
6
Change management
6.5
Change requests repository
5
Change calendar
8
Service-level management
Not Rated

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