Cherwell Service Management vs SymphonyAI IT Service Management comparison

Ivanti and SymphonyAI are both solutions in the IT Service Management (ITSM) category. Ivanti is ranked #29, while SymphonyAI is ranked #22 with an average rating of 7.0. Ivanti holds a 0.7% mindshare in ISM, compared to SymphonyAI’s 1.6% mindshare. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 100% of SymphonyAI users who would recommend it.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

562 Views
226 Comparison Views

80% willing to recommend

SymphonyAI IT Service Manag...

Read 5 SymphonyAI IT Service Management reviews

426 Views
299 Comparison Views

100% willing to recommend

Cherwell Service Management

SymphonyAI IT Service Manag...

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

SymphonyAI IT Service Management and Cherwell Service Management compete in the IT Service Management domain. Cherwell often has an advantage due to its robust feature set, while SymphonyAI is favored for its pricing flexibility and customer support.

Features: SymphonyAI IT Service Management offers advanced analytics, AI-driven automation, and scalability for various business sizes. Cherwell Service Management provides customizable workflows, robust configuration management, and integration capabilities for complex IT environments.

Room for Improvement: SymphonyAI could enhance its configuration options, expand integration capabilities, and improve reporting tools. Cherwell may benefit from streamlining deployment processes, reducing complexity, and offering more cost-effective solutions.

Ease of Deployment and Customer Service: SymphonyAI boasts straightforward deployment and extensive support services, ideal for quick integration. Cherwell offers thorough customer support but requires more complex setup due to its customization options.

Pricing and ROI: SymphonyAI is cost-effective with competitive pricing strategies and promises favorable ROI through cost reduction. Cherwell incurs higher initial costs, but its features and customizability offer solid ROI for businesses leveraging its full potential.

To learn more, read our detailed Cherwell Service Management vs. SymphonyAI IT Service Management Report (Updated: April 2025).

Buyer's Guide

Cherwell Service Management vs. SymphonyAI IT Service Management

April 2025

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Helped 850,236 peers since 2012

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

Cherwell Service Management

Ranking in Help Desk Software

25th

Ranking in IT Service Management (ITSM)

29th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

SymphonyAI IT Service Manag...

Ranking in Help Desk Software

22nd

Ranking in IT Service Management (ITSM)

22nd

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

IT Asset Management (15th)

Mindshare comparison

As of May 2025, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 0.7%, down from 1.1% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.6%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Abhishek Bhosle

IT Specialist at Tata AIA

Good ticketing tool but limitations with integration

We use ManageEngine, but it's still pretty new and under development. We used SummitAI for about four years before switching to ManageEngine. There are specific features that were missing in SummitAI that we're hoping to find in ManageEngine. We were informed that ManageEngine was a new ticketing tool with modern and advanced analytics, which would be a better fit than SummitAI with its older engine. Firstly, ManageEngine allows detailed asset inventory per user. I, as a user, can store authentication details like which laptop and mobile I use, for all employees. Secondly, ManageEngine can handle patching, Windows updates, and pushing applications from the server to desktops. Finally, ManageEngine lets us do remote access directly through the tool.

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Quotes from Members

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

Pros

"The dashboard is very useful to get a quick overview of current tasks."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"All our activities are carried out in the one place."

"The most valuable features are problem management and change management."

"The dashboard and the reporting functionality are the solution's most valuable features."

"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."

"The most valuable feature is remote access. People are working from home, and we can take remote access through it."

"The product has the best features for ITSM."

"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

"Application service mapping, GRC, SecOps, and things like that need improvement."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"Access is only available if we're on VPN."

"The stability, specifically in the on-premises deployment model, 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."

"SummitAI IT Management Suite's project management and operational management features could be improved."

"There could be flexibility in terms of customization."

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"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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850,236 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Educational Organization

59%

Computer Software Company

Government

Healthcare Company

Financial Services Firm

15%

Computer Software Company

14%

Manufacturing Company

14%

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

Ask a question

Earn 20 points

What do you like most about SummitAI IT Management Suite?

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.

See all answers

What is your experience regarding pricing and costs for SummitAI IT Management Suite?

The product's cost is average. It used to be inexpensive, but now they have added many functionalities. Still, it is cheaper than other more significant tools in the market. The suite is not just l...

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What needs improvement with SummitAI IT Management Suite?

Integration was a major limitation with SummitAI. Features we need are available in ManageEngine, making it a better fit. Secondly, the cost of SummitAI was a challenge. Finally, company policies o...

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Comparisons

ServiceNow vs Cherwell Service Management

Compared 100% of the time

More Cherwell Service Management Competitors

ServiceNow vs SymphonyAI IT Service Management

Compared 82% of the time

ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management

Compared 18% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

April 2025

Download Cherwell Service Management product report

Buyer's Guide

IT Service Management (ITSM)

April 2025

Download SymphonyAI IT Service Management product report

Also Known As

No data available

Summus IT Management Suite

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

SymphonyAI provides an AI-powered IT Service Management (ITSM) platform aimed at enhancing IT service delivery efficiency and effectiveness. The platform, SymphonyAI ITSM, offers a unified service portal for streamlined user assistance and incorporates reporting and analytics functionalities to furnish insights into IT service performance. By leveraging artificial intelligence, SymphonyAI aims to optimize ITSM processes, aligning IT services with business needs while ensuring cost efficiency.

SymphonyAI

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace

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

Buyer's Guide

Cherwell Service Management vs. SymphonyAI IT Service Management

April 2025

Free Report: Cherwell Service Management vs. SymphonyAI IT Service Management

Find out what your peers are saying about Cherwell Service Management vs. SymphonyAI IT Service Management and other solutions. Updated: April 2025.

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850,236 professionals have used our research since 2012.

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