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Agiloft Service Desk Suite vs SymphonyAI IT Service Management comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
656
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Agiloft Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (45th)
SymphonyAI IT Service Manag...
Average Rating
7.6
Reviews Sentiment
6.6
Number of Reviews
6
Ranking in other categories
Help Desk Software (18th), IT Asset Management (13th), IT Service Management (ITSM) (18th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
MG
Project Executive at GT Services LLC
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
AS
Senior Practitioner at a outsourcing company with 1,001-5,000 employees
Comprehensive IT service processes have been supported but customization and support need improvement
All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good. SymphonyAI IT Service Management does not have too many integrations and does not have too many out-of-the-box integrations compared to other peers in the market. I think that is the only place where they lack. However, they did have a functionality where we could build our own integration, so we were using that. If they had any out-of-the-box capabilities for some of the common infrastructure tools, that would have been easier for us. The out-of-the-box functionalities were good, including AI. However, the moment we had to customize options, that becomes very difficult with SymphonyAI IT Service Management. As long as we were using out-of-the-box, it worked great.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Document Automation is something we are using and have used in the past; it is excellent."
"Business process automation has improved the efficiency and accuracy of processes and reduced manual efforts which can be utilized in value addition for the firm."
"The product is easy to use. It is a good tool for developers and business users."
"We reduce the time that scientists spend on manual tasks and put them on more value-added work."
"It has drag-and-drop features, which makes it very fast for us to gather the required data."
"All customers were happy after automating using AA because of the better accuracy, it's easy to develop and manage, and it's easy to manage the orchestrator."
"The most valuable features are ease of use and deployment."
"This RPA solution really stands out because of its functionality, scalability, and stability. It also offers very good technical support, and is always innovating with new features that speak to various operational use cases."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"This product paid for itself within the first six months of use, and after about six months, we started making a return on our investment at more than 300%."
"Our customer service and productivity have increased in quality and quantity since using this product."
"All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good."
"The product has the best features for ITSM."
"It is a good tool to use."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
 

Cons

"Cloud was one of the features we wanted to see, because it makes it much easier. The second feature is ease of use in terms of agnostic operating system."
"Automation Anywhere is not as flexible as Process Studio."
"The focus on usability and user experience is bang on. Addressing several personas and making it easy for every persona to adopt and embrace is the spot on focus. That's an area that has a lot more room to improve. In the absence of that, the skills and expertise in the industry are going to struggle and if you need broader adoption, which has maximum potential, the persona-based user experience is a focus and I'd say Automation Anywhere is already working on."
"We are having trouble creating a reliable and stable situation in our environment."
"I feel a lack of convenience when I try to scale it."
"To achieve a perfect ten, I would want to see new features working as expected and further advancements in automation."
"Document Automation has issues related to speed. When I compare Document Automation with IQ Bot, IQ Bot is faster than Document Automation."
"Training is good and interactive but the final certification exam is very tough and it requires in-depth practical knowledge."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"There could be flexibility in terms of customization."
"Technical support takes too long for any issues to get resolved, and that created a lot of frustration."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"Integration was a major limitation with SummitAI."
"I would like them to add software inventory in the next release. We don't have that right now."
 

Pricing and Cost Advice

"Overall, the pricing of Automation Anywhere is good."
"The cost is at the highest end of the spectrum."
"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."
"On a yearly basis, our licensing costs are about $80,000. There are no additional costs beyond the standard licensing fees."
"More than 40 to 50 percent of the IT budget will be for the cost of automation projects in the coming years since these projects enhance operations add value."
"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."
"The pricing strategy for us is one license for development. It is more complicated than that depending on the options you choose."
"We only deal in annual licenses. There are no pay-as-you-go licenses."
"Agiloft has by far the best entry point for both cost and learning curve."
"After about six months, we started making a return on our investment at more than 300%."
"The product's cost is average."
"We have a regular license."
"SummitAI IT Management Suite's pricing is a bit expensive."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
No data available
Manufacturing Company
14%
Construction Company
13%
Financial Services Firm
7%
Comms Service Provider
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise83
Large Enterprise547
No data available
By reviewers
Company SizeCount
Small Business1
Midsize Enterprise6
Large Enterprise4
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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What is your experience regarding pricing and costs for SummitAI IT Management Suite?
Their pricing is competitive. With similar tools in the market, they are at a higher price, but it is pretty competit...
What needs improvement with SummitAI IT Management Suite?
I have not worked on their AI-driven analytics, so I am not sure about that capability. I do not know if it would be ...
What is your primary use case for SummitAI IT Management Suite?
We work on the ITSM modules, including predictive intelligence, AI, and ITOM as well. We have not used Orchestration ...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
Summus IT Management Suite
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla
Find out what your peers are saying about Agiloft Service Desk Suite vs. SymphonyAI IT Service Management and other solutions. Updated: June 2026.
902,988 professionals have used our research since 2012.