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ManageEngine SupportCenter Plus 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
660
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)
ManageEngine SupportCenter ...
Average Rating
7.0
Reviews Sentiment
6.2
Number of Reviews
5
Ranking in other categories
Help Desk Software (27th)
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 (14th), 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.
reviewer2650164 - PeerSpot reviewer
VP of IT at a aerospace/defense firm with 51-200 employees
Manual ticketing features hinder workflow, but cost-effective ticket management is ensured
We just use it because it's more trouble to rip it out than to replace it with a more expensive tool. I would not recommend this product to others. If budget is a concern, it might be suitable but it doesn’t excite. Hence, I would rate it a four out of ten.
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

"We have hundreds of cases a day. There were around two to three employees who were just moving a case from one state to another. This was a repetitive, tedious job, which was frustrating for the employees. It helps to have the bot doing this work now. We have immediately seen effects, so this is a good use for it."
"Automation Anywhere is very simple to use; the features are very simple, the application is light, and overall I love it."
"It frees individuals up from mundane tasks so they can concentrate on being more active and creative other things that they need to do."
"We have automated that complete process of code review. The bot is solving the problem of ensuring the compliance of reviewing code. People use to generally skip the code review process, because it was exhaustive. Bots can review the complete standards of the code, whatever is there, ensuring the compliance and eventually saving time."
"Automated data processing is the most valuable feature of Automation Anywhere."
"Stability is great."
"Among the most valuable features that we've been able to utilize are the screen scraping and object cloning."
"A project that we automated: A person used to spend about eight to twelve hours every week to finish the process. The bot finishes it in half an hour. Now, the person just reviews it, then passes along the information. This has helped our organization because originally EMEA and APAC would not receive the files the same day that they were processed. But because the bot only takes a half an hour, everyone can now receive the files on the same day."
"The most valuable features are the ITIL compliance and billing."
"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."
"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."
"The product is very scalable and stable when used as a help desk once it is built out."
"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."
"Their technical support has been very helpful and is very good."
"When using it predominantly for a help desk solution, it seems like an absolutely fine product."
"We have found the reporting in this product to be very useful."
"The product has the best features for ITSM."
"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."
"All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good."
"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."
"It is a good tool to use."
 

Cons

"Another feature that would be cool to see in Automation Anywhere is more use of artificial intelligence. Right now, RPA is basically limited to a bot which is simply following the instructions that it was given. However, what would be really useful is if a bot was able to more flexibly respond to issues. For example, sometimes there are erroneous errors and pop ups. With good code, you can certainly build your bots to be able to handle that. However, it does take time and a bit of technical know-how to be able to do that."
"It may sound a little funny or weird, but one thing that we are thinking is we have to go to various websites and pick up relevant data from various websites using the bot."
"There are a number of current tools which can be improved because they have many limitations. Like some better controls in emails, and better support for features in Excel and PDF."
"The customer service could be improved."
"I believe Automation Anywhere needs to improve on product quality. Sometimes it has intermittent issues."
"Automation Anywhere could be improved by staying more current with Microsoft products through packages."
"On the user side, we have seen issues with user training."
"In the learning track, I was looking at the latest feature which is coming in A2019, which is very nice, because it is a web-based. So, we can do our development while sitting from anywhere. We don't need any type of installation. It's a web-based. Nowadays, everyone has the Internet."
"The tech support is terrible and that seems to be a part of their business plan."
"The product is very difficult to use and configure and requires specialists."
"ManageEngine, in my experience, fosters that type of environment; it doesn't have an easy button, a graphic user interface, ease-of-use, and ease-of-dev — the product does not have any of that."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
"There is no cloud-based version and it would be helpful if it were available."
"The business model for the company is to sell low and charge for customization, education or expertise."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"I would like to see some kind of project management or portfolio management in a future version."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"Integration was a major limitation with SummitAI."
"Technical support takes too long for any issues to get resolved, and that created a lot of frustration."
"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."
 

Pricing and Cost Advice

"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings. This is from only doing development for about a year and a half."
"Automation Anywhere's price is considerably better than UiPath's."
"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."
"We save 34,000 hours of time per year and have recouped up to $6000 in lost revenue."
"They have a ridiculously expensive bot licensing structure, especially for the Asian region."
"Automation Anywhere's pricing is significantly higher than other RPA solutions."
"It's justified because we have saved quite a bit of money at the company and many manual hours. Overall, it justifies the cost."
"The cost of Automation Anywhere is high in Turkey due to the weak economy."
"ManageEngine products will always be the lowest cost in category as that is part of their business model."
"The licensing fees depend on different criteria, including options and sizing."
"The product's cost is average."
"SummitAI IT Management Suite's pricing is a bit expensive."
"We have a regular license."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
10%
Construction Company
21%
Comms Service Provider
9%
Performing Arts
9%
University
9%
Manufacturing Company
14%
Construction Company
13%
Comms Service Provider
7%
Financial Services Firm
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise558
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.
What is your experience regarding pricing and costs for ManageEngine SupportCenter Plus?
ManageEngine SupportCenter Plus is cheap, around two or three on a scale where ten is the most expensive.
What needs improvement with ManageEngine SupportCenter Plus?
ManageEngine SupportCenter Plus could improve on workflow automation features. Currently, everything is very manual, ...
What is your primary use case for ManageEngine SupportCenter Plus?
We use ManageEngine SupportCenter Plus primarily as a ticketing tool within our company.
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
Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems
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 ManageEngine SupportCenter Plus vs. SymphonyAI IT Service Management and other solutions. Updated: August 2026.
909,725 professionals have used our research since 2012.