SymphonyAI IT Service Management vs SysAid comparison

SymphonyAI IT Service Manag...

Read 10 SysAid reviews

381 Views
64 Comparison Views

90% willing to recommend

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Nov 3, 2024

SymphonyAI IT Service Management and SysAid compete in the IT Service Management space. SymphonyAI holds an edge in advanced customization and analytics, while SysAid is preferred for its user-friendly design and effective functionalities.

Features: SymphonyAI IT Service Management has advanced AI-driven analytics, automated incident management, and deep integration abilities. SysAid provides robust asset management, a simple ticketing system, and an intuitive user design.

Room for Improvement: SymphonyAI could improve its user interface and streamline customer onboarding processes. Better scalability options and enhanced mobile functionality would be beneficial. SysAid can benefit from more advanced analytics, deeper customization options, and enhanced reporting capabilities.

Ease of Deployment and Customer Service: SymphonyAI offers flexible deployment models for both on-premises and cloud, complemented by extensive support services. SysAid provides a swift deployment process with comprehensive cloud-based solutions and solid customer care.

Pricing and ROI: SymphonyAI typically involves higher setup costs due to its advanced features, offering high ROI for businesses needing complex solutions. SysAid is more cost-effective, focusing on budget-friendly aspects and basic functionality, yielding decent ROI.

To learn more, read our detailed SymphonyAI IT Service Management vs. SysAid Report (Updated: May 2025).

SymphonyAI IT Service Management vs. SysAid

May 2025

Download the complete report

Helped 860,168 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

SymphonyAI IT Service Manag...

Ranking in Help Desk Software

22nd

Ranking in IT Service Management (ITSM)

22nd

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

IT Asset Management (16th)

SysAid

Ranking in Help Desk Software

21st

Ranking in IT Service Management (ITSM)

20th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of SymphonyAI IT Service Management is 1.6%, up from 1.0% compared to the previous year. The mindshare of SysAid is 0.8%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

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.

Read full review

Todd Blake

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team

SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

Read full review

Quotes from Members

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

Pros

"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."

"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."

"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."

"SysAid is more user-friendly, and its configuration is easier than other tools."

"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."

"I would say the overall flexibility of the product is its most valuable feature."

"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."

"The simplicity of the solution is excellent."

"The solution can scale."

"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."

More SysAid pros

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."

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

"There could be flexibility in terms of customization."

"Currently, SysAid does not have a mobile application."

"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."

"We would like them to approve the security functionalities, e.g., management security features."

"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."

"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."

"There is a learning curve for the users."

"SysAid has fewer AI features compared to other tools."

"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."

More SysAid cons

Pricing and Cost Advice

"The product's cost is average."

"We have a regular license."

"SummitAI IT Management Suite's pricing is a bit expensive."

"Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."

"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."

"We saw our investment back at the end of year one."

"SysAid is a good solution, especially from a pricing perspective."

"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."

"The pricing of SysAid is less than its competitors."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

860,168 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Manufacturing Company

15%

Financial Services Firm

13%

Computer Software Company

12%

Government

Computer Software Company

16%

Financial Services Firm

15%

Construction Company

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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...

What do you like most about SysAid?

SysAid is more user-friendly, and its configuration is easier than other tools.

What needs improvement with SysAid?

With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to other tools.

What advice do you have for others considering SysAid?

Our customers use the enterprise edition and the standard edition of SysAid. We provide local support, but there are some things we have to escalate to SysAid. When we need support, we use their su...

ServiceNow vs SymphonyAI IT Service Management

Comparisons

Compared 82% of the time

ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management

Compared 18% of the time

More SymphonyAI IT Service Management Competitors

HaloITSM vs SysAid

Compared 41% of the time

ServiceNow vs SysAid

Compared 20% of the time

Teamwork vs SysAid

Compared 20% of the time

JIRA Service Management vs SysAid

Compared 19% of the time

More SysAid Competitors

Product Reports

IT Service Management (ITSM)

June 2025

Download SymphonyAI IT Service Management product report

Download SysAid product report

June 2025

Also Known As

Summus IT Management Suite

No data available

Overview

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

Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

Sample Customers

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

Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank