We performed a comparison between SCSM and SymphonyAI IT Service Management based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The call logging is the solution's most valuable feature. It's very easy to use."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"It is quite scalable."
"It is one of the most stable solutions in the market."
"The most requested feature from our customers is the helpdesk ticketing system."
"This product has helped our organization by allowing people to connect with each other."
"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."
"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 configuration could be easier."
"I have found SCSM not adequate enough to carry out some functions."
"The user interface needs to be improved."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"Integration was a major limitation with SummitAI."
"There could be flexibility in terms of customization."
"I would like them to add software inventory in the next release. We don't have that right now."
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SCSM is ranked 14th in Help Desk Software with 23 reviews while SymphonyAI IT Service Management is ranked 24th in Help Desk Software with 5 reviews. SCSM is rated 7.0, while SymphonyAI IT Service Management is rated 7.8. The top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". On the other hand, the top reviewer of SymphonyAI IT Service Management writes "Good ticketing tool but limitations with integration". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support, whereas SymphonyAI IT Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, Microsoft Configuration Manager and IBM SmartCloud Control Desk. See our SCSM vs. SymphonyAI IT Service Management report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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