SummitAI

RATING:

4.44

(25)

About SummitAI

SymphonyAI Summit is an AI-powered IT service management (ITSM) suite that streamlines service and asset management across the enterprise with machine learning and workflow-based automation. As a true multi-tenant solution, SymphonyAI Summit is deployable both in public cloud and on-premise, with enterprise-wide functions that go beyond IT to include HR, Shared Services, Facilities, and more. Through AI-driven knowledge intelligence, CIOs and service providers can simplify operations and reduce costs while factoring in on-demand scalability. Leveraging both AI and ML, SymphonyAI Summit can help IT help desks resolve issues faster, manage the end-to-end asset lifecycle, and identify and isolate potential IT issues. Key features of the SymphonyAI Summit Service Manageme...
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SummitAI Reviews

Overall Rating

4.44

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4

Value for money

4.5

Functionality

4.5

Showing 1 - 5 of 24 reviews

Louis

Company size: 10,000+ employees

Industry: Automotive

Time used: More than 2 years

Review Source: Capterra 

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

November 2022

AI Powered ITSM Solution

Consulting and Implementation > Was great and admiring. The implementation and migration took 3 months overall. This shows their product and team capability.Support > There is a scope to improve on support.

Pros

AI Powered Chatbot with Auto resolving capability is my choice and we have achieved 60%requests are auto resolved with no manual effort and Summitai ITOM helped to achieve 85% of monitoring event tickets are auto resolved. This is a greatest milestone of Summitai.

Cons

We have enough and more of the features that helps day today. Obviously the UX can be improved for all End User facing screens.

Reasons for choosing SummitAI

Our existing Products mentioned had limitation in architecture and design and Summitai was robust, scalable, highly available and Flexible. Summitai met our business needs. Integration and Automation capabilities are excellent and more than what we expected. Cost is another key factor that nailed this partnership Summitai

Reasons for switching to SummitAI

Our existing Products mentioned had limitation in architecture and design and Summitai was robust, scalable, highly available and Flexible. Summitai met our business needs. Integration and Automation capabilities are excellent and more than what we expected.

Anonymous

Company size: 51-200 employees

Time used: Less than 12 months

Review Source: Capterra 

This review was submitted organically. No incentive was offered

EASE OF USE

3

VALUE FOR MONEY

3

CUSTOMER SUPPORT

5

FUNCTIONALITY

3

November 2022

SummitAI review Telecommunications

Overall experience with SummitAI was frustrating as not know how to do a long of things, had to do some trial and error on my side. Then trying to get some of the customer support in India to understand what we want it to do was very frustrating.

Pros

It has a lot of options you can choose from, very ideal for an IT company.

Cons

The product needs to be more customizable, to be able to be used in a non-IT business. The majority of support is out of India and the language barrier as far as the meaning of every word is just not there. The implantation team seen to just build what you ask for and not show you how to do things. As administrator it would be nice to be able to create and do things on you own.

Reasons for switching to SummitAI

We had an out dated version and want to start from scratch with a more up to date system.

Joyce

Company size: 501-1,000 employees

Industry: Information Technology and Services

Time used: More than 2 years

Review Source: Capterra 

This review was submitted organically. No incentive was offered

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

June 2021

Summit AI has all the bells and whistles of the Big Guys without the Big Price

We are able to manage and achieve multiple SLA's across multiple tenants with a single solution. The Customer Satisfaction Survey (CSAT) process within the system works great and provides flexibility to have different questions for different customers.

Pros

When we were doing our search for an effective ITSM tool, we had a list of 75+ requirements and Summit was able to not only meet but demonstrate how each of the requirements was done in the system. The biggest issue we were facing was having multiple tenants in the same instance so that our technicians only needed to have 1 URL. Summit AI was able to meet this requirement and continue to do so 5 years later.

Cons

The one thing that would be beneficial to all customers is a public forum for users at all levels to share information and make product recommendations.

Reasons for choosing SummitAI

The others said they could meet our requirements but they were not able to do so with a single URL/instance for all analysts to use.

Reasons for switching to SummitAI

Multi tenancy and tenant specific template needs.

Response from Symphony SummitAI

Hi Joyce! Thank you so much for the review. It's amazing how we've grown together! There is a new community that is available to our customers to share feedback and ideas. Please join us there: https://community.symphonysummit.com/ We'd love to hear from you and your team.

Replied June 2021

Rajesh

Company size: 10,000+ employees

Industry: Information Technology and Services

Time used: More than 2 years

Review Source: Capterra 

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

November 2022

Rajesh Konanki Hexaware Technologies Summit AI Consultant.

It's very good product for ITSM modules and asset life cycle tracking under low budget.

Pros

I am very glad to give this review on Summit AI, last 7 years onwards i am working as a ITSM consultant and supporting Summit AI for multiple clients in Hexaware. I love Summit AI ITSM module. It's very user friendly for all end users, analysts and amins. I love Summit AI Asset management life. It's also user friendly for asset management team.

Cons

Below features we are expecting in Summit AI.1) List configuration. 2) Easy report on Service catalog variables.3) More user friendly on OLA engine.4) Discover suceess rate.

Reasons for choosing SummitAI

If costumer/client expecting more development and more customize choosing ServiceNow.

Roy

Company size: 10,000+ employees

Industry: Computer Software

Time used: More than 2 years

Review Source: Capterra 

This reviewer was invited by the software vendor to submit an honest review.

EASE OF USE

3

VALUE FOR MONEY

3

CUSTOMER SUPPORT

1

FUNCTIONALITY

3

June 2021

Summit Review

Overall experience is good but the customer support and testing is really not up to the mark

Pros

I like the overall design of this software and some features are really good like workflow and ticket routing and the orchestration things

Cons

Yes there are many actually like the reporting and the custom approval process and few things related to form level changes are very much restricted , except the SR from the other forms are not actually more customizable and the Asset management is not up to the mark, The CMDB does not have the bulk update option , this from the customer side we have already requested but still that has not been delivered almost for 3 years

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