We performed a comparison between Clarity SM, Serviceaide ChangeGear , and SymphonyAI IT Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It has given us the ability to automate a lot of tasks, things we couldn't do before."
"It's fairly easy to use, from a UI standpoint."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"Right now, we are starting to be dependent on the CMDB a lot."
"Scalability is very good. We have scaled to more users and more functionality."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"The solution's back-end architecture is very good for end users."
"It helps when you have an incident or performing a problem change management process."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"The product has the best features for ITSM."
"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."
"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."
"The cost of this solution is too high, which is why we're leaving."
"The API is very, very bad so we developed our own."
"We would like more information about all the configurations that we have on our infrastructure side."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"I would like them to add software inventory in the next release. We don't have that right now."
"There could be flexibility in terms of customization."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"Integration was a major limitation with SummitAI."
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