ServiceNow Discovery vs SymphonyAI IT Service Management comparison

ServiceNow Discovery vs. SymphonyAI IT Service Management

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Helped 850,671 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

ServiceNow Discovery

Ranking in IT Asset Management

4th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Server Monitoring (2nd), Cloud Resource Discovery Services (1st)

SymphonyAI IT Service Manag...

Ranking in IT Asset Management

15th

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Help Desk Software (22nd), IT Service Management (ITSM) (22nd)

Mindshare comparison

As of May 2025, in the IT Asset Management category, the mindshare of ServiceNow Discovery is 5.8%, up from 3.3% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.7%, up from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Asset Management

Featured Reviews

Kaustubh Partha

Technical Support Analyst at CLSA

Scans servers and network devices through SNMP and reduces manual maintenance for our infrastructure team

I like how ServiceNow Discovery scans servers and network devices through SNMP. Most fields on our forms are auto-filled, reducing manual maintenance for our infrastructure team. Post Discovery implementation there is hardly any maintenance. There are three to four fields that are customized. Otherwise, 90% of the data is auto-filled. Discovery can also run in bulk, which is helpful for organizations that cannot run it during weekdays. With identification rules, if a configuration item (CI) isn't in the CMDB, you can simply add the IP address, and it will be automatically added based on criteria like name or serial number, making CMDB maintenance easier.

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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 initial setup is pretty easy."

"The best thing about Discovery is maintaining all the CIs in one place. I can sort the data, export it to Excel for manipulation, and build reports like how many computers or servers we have and their capacity."

"I find that the Discovery and scripting features are the most useful."

"The solution can prioritize the discovery of IP ranges. The product automatically places all Discovery CIs into the correct class within the CMDB."

"I believe one of the great functionalities or improvements in ServiceNow Discovery is its ability to gather information about any Configuration Items (CIs)."

"This solution provides excellent insights."

"The process involving the original setup of the solution is excellent."

"The most valuable feature is its integration with CMDB, as it collects all the data."

More ServiceNow Discovery pros

"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."

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

Cons

"When you switch versions, for example, when you go from Paris to Quebec they will introduce many new things and occasionally things break when they do that."

"We would like more flexibility with the licensing. Discovery is bundled with ServiceNow's ITOM license. It was more affordable when it was sold separately, but we bought a package license to get more functionality out of the CMDB. We'd prefer to buy only the pieces we need instead of taking things we don't want or solutions that aren't yet mature enough to use."

"On the Software Asset Management part of it, I expect additional reconciliation and Discovery features there."

"The manual pattern-matching process is not only time-consuming but also presents challenges during system upgrades, demanding revisits to ensure compatibility."

"Discovery, while a bit pricey, integrates well with other tools and offers a centralized discovery solution. These aspects could be enhanced in the new release."

"It creates quite a bit of duplication, so that needs to be fixed."

"The product could improve some of the visualization and architecture setups."

"The current limitation requires having mid servers or discovery servers in each data center for proper discovery, hindering the ability to discover assets across continents such as Asia Pacific and Europe."

More ServiceNow Discovery cons

"I would like them to add software inventory in the next release. We don't have that right now."

"Integration was a major limitation with SummitAI."

"There could be flexibility in terms of customization."

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

Pricing and Cost Advice

"ROI (Return on Investment) is good. ServiceNow don't disclose the price publicly. They'll assess your organization's needs and then come up with a price."

"It is not recommended for smaller companies because of the price."

"ServiceNow Discovery is expensive, but the company has a monopoly and we need to use the solution. We use it because we do not have a choice."

"There is a subscription for ServiceNow Discovery. It's expensive, but I think it's one of the best solutions on the market, so it's worth it."

"ServiceNow Discovery has very broad pricing, so it becomes costly. It would be better if it had a pay-as-you-use licensing model because the total cost of ownership is quite high."

"The product is not cheap."

"As per a general discussion I had with the stakeholders, I figured out that it is a costly tool. There is a need to make additional payments apart from the licensing fees for better support services from ServiceNow."

"If the product is not deployed properly, it can be very expensive."

More ServiceNow Discovery pricing and cost advice

"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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850,671 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

16%

Financial Services Firm

12%

Manufacturing Company

Healthcare Company

Financial Services Firm

16%

Computer Software Company

14%

Manufacturing Company

14%

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about ServiceNow Discovery?

The solution can prioritize the discovery of IP ranges. The product automatically places all Discovery CIs into the correct class within the CMDB.

What is your experience regarding pricing and costs for ServiceNow Discovery?

ServiceNow is considered more expensive compared to other products. If I were to rate the pricing on a scale from one to ten in terms of expense, I would rate it quite high.

What needs improvement with ServiceNow Discovery?

Improvements could include implementing chatbots to simplify ticket creation. Currently, each new product must be manually created if it is not already available in ServiceNow, which can be cumbers...

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.

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...

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

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Compared 22% of the time

BMC Helix Discovery vs ServiceNow Discovery

Compared 8% of the time

Microsoft Configuration Manager vs ServiceNow Discovery

Compared 7% of the time

Zabbix vs ServiceNow Discovery

Compared 5% of the time

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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

ServiceNow Discovery

Download ServiceNow Discovery product report

IT Service Management (ITSM)

Download SymphonyAI IT Service Management product report

Also Known As

No data available

Summus IT Management Suite

Overview

ServiceNow Discovery finds applications and devices on your network, and then updates the CMDB with the information it finds. Discovery is available as a separate subscription from the rest of the Now Platform.

ServiceNow

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

York, National Grid, DXC Technology, experian, BEACHBODY

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

ServiceNow Discovery vs. SymphonyAI IT Service Management