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ServiceNow Discovery vs SymphonyAI IT Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 18, 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

ServiceNow Discovery
Ranking in IT Asset Management
2nd
Average Rating
8.0
Reviews Sentiment
6.8
Number of Reviews
42
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
5
Ranking in other categories
Help Desk Software (22nd), IT Service Management (ITSM) (22nd)
 

Mindshare comparison

As of June 2025, in the IT Asset Management category, the mindshare of ServiceNow Discovery is 5.7%, up from 3.6% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.8%, up from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Asset Management
 

Featured Reviews

Ayobanji Iluyomade - PeerSpot reviewer
Service helps organizations with network discovery and IT infrastructure management but troubleshooting challenges remain
ServiceNow Discovery was adopted by my organization. We use ServiceNow Discovery for discovery and ITSM The most beneficial features of ServiceNow Discovery for maintaining my IT infrastructure are the CMDB top and discovery of network switches. The areas of ServiceNow Discovery that have room…
Abhishek Bhosle - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"Discovery enables us to get an accurate inventory that's updated daily. It eliminates human error and the need for people to update configuration changes manually. We have not implemented them yet but plan to set up alerts on CIs that are being audited to see if there are any changes."
"The most valuable feature is its integration with CMDB, as it collects all the data."
"The biggest advantage of ServiceNow is the value that it brings."
"The workflows are beneficial as they allow tasks to be assigned to respective teams without the need for coding."
"I believe one of the great functionalities or improvements in ServiceNow Discovery is its ability to gather information about any Configuration Items (CIs)."
"The workflows are beneficial as they allow tasks to be assigned to respective teams without the need for coding."
"They provide the ability to see into the Discovery tools I want. They offer the best tool view."
"ServiceNow's Discovery feature is quite significant because it allows for service mapping and integrates with VIN management. It involves adding a business context to servers, routers, switches, and data centers. This means understanding not only what's installed on these systems and how they function together but also recognizing their significance in terms of business applications from the business's perspective and how they impact business processes and capabilities. So when we delve into these aspects and connect them to the essential components, it can help you engage in more meaningful discussions to enhance capacity management practices. In essence, it contributes to the overall IT portfolio, almost functioning as a business platform. This platform is accessible to users who leverage the data to initiate incidents, implement changes, and resolve problems. Consequently, consolidating all configuration items or assets into a unified platform makes sense, especially considering you already have Discovery in place. If the cost is reasonable, the other two components might not provide much value, except for their user-friendliness, which is often less important to leaders compared to the desired outcomes."
"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 product has the best features for ITSM."
 

Cons

"Instead of AI, even GenAI should be introduced in ServiceNow Discovery."
"I believe there is room for improvement in ServiceNow Discovery, particularly in providing more detailed information about network usage and communication between ServiceNow and the infrastructure."
"ServiceNow Discovery should be updated to provide its users with more out-of-the-box information and attributes to support the routers and switches from Cisco."
"The solution needs to improve the cost of the solution. There are a few different solutions and they do act the same and have the same types of capabilities, however, the cost is quite high."
"The solution should improve the classes of discovery assets to disregard more junk data."
"In future releases, I would like to see more AI-oriented enhancements in the solution. It would automate most of the things that we have to do manually write the scripts and go on the teleservice, what to do. So if we have something in place and if we can train the module, then AI would be a good thing."
"In my opinion, it's quite slow compared to other tools, like Device42. Also, there are predefined fields in Device42 that are not available in ServiceNow. These are the basic things I think can be improved here."
"I feel that credential-less discovery could be improved."
"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."
"Integration was a major limitation with SummitAI."
"There could be flexibility in terms of customization."
 

Pricing and Cost Advice

"It is not recommended for smaller companies because of the price."
"It is an expensive product with a price that depends on the models that you wish to purchase."
"It's a bit expensive compared to other products in the market, but it's worth the money you pay because it's far advanced in terms of features, automation, and capabilities compared to other products."
"The solution is not inexpensive so pricing is rated a three out of ten."
"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."
"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."
"It's on a yearly basis. We renew our contract for three years at a time."
"The pricing is determined based on the CIs."
"We have a regular license."
"SummitAI IT Management Suite's pricing is a bit expensive."
"The product's cost is average."
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Top Industries

By visitors reading reviews
Computer Software Company
15%
Financial Services Firm
12%
Healthcare Company
9%
Manufacturing Company
9%
Manufacturing Company
15%
Financial Services Firm
13%
Computer Software Company
12%
Government
7%
 

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?
I think the price of ServiceNow Discovery is cheaper than BMC.
What needs improvement with ServiceNow Discovery?
The areas of ServiceNow Discovery that have room for improvement are getting custom reports on the relationship between CIs that are not on the same table.
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...
 

Also Known As

No data available
Summus IT Management Suite
 

Overview

 

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
Find out what your peers are saying about ServiceNow Discovery vs. SymphonyAI IT Service Management and other solutions. Updated: June 2025.
859,579 professionals have used our research since 2012.