Summit

4,4 (27)
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La plateforme ITSM intelligente pour les organisations intelligentes

Note globale

4,4 /5
(27)
Rapport qualité-prix
4,5/5
Fonctionnalités
4,5/5
Simplicité d'utilisation
4,5/5
Support client
4,1/5

89%
des utilisateurs recommandent cette application
Classer par

27 avis

Utilisateur vérifié
Note globale
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Excellent Product

Publié le 23/08/2017

Avantages

Very Helpful in managing Day to day activity can manage and track all the tickets raised internally.

Louis
Note globale
  • Secteur d'activité : Automobile
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

AI Powered ITSM Solution

Publié le 18/11/2022

Consulting and Implementation > Was great and admiring. The implementation and migration took 3...

Consulting and Implementation > Was great and admiring. The implementation and migration took 3 months overall. This shows their product and team capability.Support > There is a scope to improve on support.

Avantages

AI Powered Chatbot with Auto resolving capability is my choice and we have achieved 60%requests are auto resolved with no manual effort and Summitai ITOM helped to achieve 85% of monitoring event tickets are auto resolved. This is a greatest milestone of Summitai.

Inconvénients

We have enough and more of the features that helps day today. Obviously the UX can be improved for all End User facing screens.

Utilisateur vérifié
Note globale
  • Secteur d'activité : Télécommunications
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 5.0 /10

SummitAI review Telecommunications

Publié le 18/11/2022

Overall experience with SummitAI was frustrating as not know how to do a long of things, had to do...

Overall experience with SummitAI was frustrating as not know how to do a long of things, had to do some trial and error on my side. Then trying to get some of the customer support in India to understand what we want it to do was very frustrating.

Avantages

It has a lot of options you can choose from, very ideal for an IT company.

Inconvénients

The product needs to be more customizable, to be able to be used in a non-IT business. The majority of support is out of India and the language barrier as far as the meaning of every word is just not there. The implantation team seen to just build what you ask for and not show you how to do things. As administrator it would be nice to be able to create and do things on you own.

Rajesh
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Rajesh Konanki Hexaware Technologies Summit AI Consultant.

Publié le 01/11/2022

It's very good product for ITSM modules and asset life cycle tracking under low budget.

It's very good product for ITSM modules and asset life cycle tracking under low budget.

Avantages

I am very glad to give this review on Summit AI, last 7 years onwards i am working as a ITSM consultant and supporting Summit AI for multiple clients in Hexaware. I love Summit AI ITSM module. It's very user friendly for all end users, analysts and amins. I love Summit AI Asset management life. It's also user friendly for asset management team.

Inconvénients

Below features we are expecting in Summit AI.1) List configuration. 2) Easy report on Service catalog variables.3) More user friendly on OLA engine.4) Discover suceess rate.

Alternatives envisagées 

JIRA Service Management et Zendesk Suite

Pourquoi passer à Summit

If costumer/client expecting more development and more customize choosing ServiceNow.
Joyce
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Summit AI has all the bells and whistles of the Big Guys without the Big Price

Publié le 02/06/2021

We are able to manage and achieve multiple SLA's across multiple tenants with a single solution. ...

We are able to manage and achieve multiple SLA's across multiple tenants with a single solution. The Customer Satisfaction Survey (CSAT) process within the system works great and provides flexibility to have different questions for different customers.

Avantages

When we were doing our search for an effective ITSM tool, we had a list of 75+ requirements and Summit was able to not only meet but demonstrate how each of the requirements was done in the system. The biggest issue we were facing was having multiple tenants in the same instance so that our technicians only needed to have 1 URL. Summit AI was able to meet this requirement and continue to do so 5 years later.

Inconvénients

The one thing that would be beneficial to all customers is a public forum for users at all levels to share information and make product recommendations.

Alternatives envisagées 

Salesforce Service Cloud et ServiceNow

Pourquoi choisir Summit 

Multi tenancy and tenant specific template needs.

Pourquoi passer à Summit

The others said they could meet our requirements but they were not able to do so with a single URL/instance for all analysts to use.

Réponse de SymphonyAI Summit

Hi Joyce! Thank you so much for the review. It's amazing how we've grown together! There is a new community that is available to our customers to share feedback and ideas. Please join us there: https://community.symphonysummit.com/ We'd love to hear from you and your team.

Ajay
Note globale
  • Secteur d'activité : Biens de consommation
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Summit made our IT Helpdesk Team Measurable

Publié le 29/07/2024

Overall Symphony Summit is a fantastic tool which manages IT helpdesk & Asset Management at our...

Overall Symphony Summit is a fantastic tool which manages IT helpdesk & Asset Management at our organization

Avantages

Very good product un respect of functionality like ITSM, IT Helpdesk, Asset Management & CMDB

Inconvénients

Post go live support is weak and needs improvement

LALIT
Note globale
  • Secteur d'activité : Automobile
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les mois pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

IT Assets Tracking

Publié le 31/07/2024

Avantages

Features are very good e.g. RAM theft and history of IT assets not in network

Inconvénients

Integration is not proper sometime there is a lag

Tristan
Note globale
  • Secteur d'activité : Banque
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Banking Institution - Core Operations Implementation

Publié le 14/11/2022

We enjoyed an excellent implementation experience. The implementation team was flexible in the...

We enjoyed an excellent implementation experience. The implementation team was flexible in the approach to allow multiple methods of communicating requirements. We found wireframes the most valuable as it allowed us to communicate the build internally as well as communicate our requirements.We valued a large internal team build approach and wireframe work best for us for bulk communication of the build.

Avantages

The web services and email to SR integrations are extremely valuable features from a data integrations perspective. You have multiple methods to automate/integrate with SummitAI from central data repositories throughout the organization.

Inconvénients

SummitAI provides a flexible framework for you to formalize workflow. Adding this formal structure strengthens processes on all side.

Réponse de SymphonyAI Summit

Tristan,
Thank you so much for taking time to share your experience with SummitAI. We value your review and value the time spent in sharing this with others.
We look forward to our continued partnership!

Samhita
Note globale
  • Secteur d'activité : Pétrole et énergies
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

My Review for Summit AI

Publié le 24/11/2022

This is a daily ticketing tool we use for our company. We never faced any issue and everything went...

This is a daily ticketing tool we use for our company. We never faced any issue and everything went so smooth. Good and effective tool for BAU ticketing.

Avantages

Each and every functionality is so efficient. We have options to customize the reports, catalogs and inventory. Thanks to the look and feel of the application as well, it's quite user-friendly.

Inconvénients

I feel reports section could have been much comprehensive with ease in finding out what is needed.

Roy
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 5.0 /10

Summit Review

Publié le 11/06/2021

Overall experience is good but the customer support and testing is really not up to the mark

Overall experience is good but the customer support and testing is really not up to the mark

Avantages

I like the overall design of this software and some features are really good like workflow and ticket routing and the orchestration things

Inconvénients

Yes there are many actually like the reporting and the custom approval process and few things related to form level changes are very much restricted , except the SR from the other forms are not actually more customizable and the Asset management is not up to the mark, The CMDB does not have the bulk update option , this from the customer side we have already requested but still that has not been delivered almost for 3 years

Karen
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Summit AI - Incident/Service Management Review

Publié le 02/11/2022

Avantages

The best part about this software is how customizable it is. We are only getting started with Summit AI and plan to build on it as we grow.

Inconvénients

It is complicated. However, anything that is this customizable would be. Once you figure out where to go to tweak things, it's great. I'm still learning. The help search tools help with this.

Réponse de SymphonyAI Summit

Karen,
Thank you so much for taking time to share your experience with SummitAI. We value your review and value the time spent in sharing this with others.
We look forward to our continued partnership!

Rajkumar
Note globale
  • Secteur d'activité : Pétrole et énergies
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

SummitAI Product Review

Publié le 23/11/2022

We can measure the SLAs for all tickets and help Customer to understand the time spent on the...

We can measure the SLAs for all tickets and help Customer to understand the time spent on the tickets by analysts to resolve them. Also SummitAI reports helps to find many details of tickets very easily and helps in completing Service reviews

Avantages

CIO Dashboard, Feedback & other reports which gives detailed information on all support tickets

Inconvénients

Tasks can be added in SummitAI which can be useful when a task needs to be completed as part of a ticket.

ATUL
Note globale
  • Secteur d'activité : Défense et aérospatiale
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

A Genious Tool For HElpdesk

Publié le 05/01/2019

Excellent experience with this tool, Loved this tool because we have many excellent feature within...

Excellent experience with this tool, Loved this tool because we have many excellent feature within this tool.
Can manage entire thigs in one single tool itself.
Highly recommended tool for every one.

Avantages

We are using this tool since before 2012 and I must say it is really an excellent tool for large scale Industries. We are using this tool for IT management and to resolve user's queries.
It makes IT management too easy, we can track all the records of raised IT tickets and all related data.
we can upload plenty of Knowledge Based documents and other task.
We have Incident and Service request category where we can separate incident and new request for any Software/hardware.
It makes Audits very easy, we can have all the data within no time as per our requirement.

Inconvénients

Like all the features and happy to see that Vendor is improving tool and adding new features to it.

Jerry
Note globale
  • Secteur d'activité : Informatique et sécurité réseau
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 0.0 /10

Disappointing

Publié le 12/04/2022

ITSM is adequate when it works, but extremely slow! Doesn't support MSP's. The support is not good.

ITSM is adequate when it works, but extremely slow! Doesn't support MSP's. The support is not good.

Avantages

Virtually nothing, it was a beast to get up and running and we've struggled ever since. Takes a lot of internal labor to keep it running.

Inconvénients

The lack of stability, functionality and offshore support

Dinesh
Note globale
  • Secteur d'activité : Produits pharmaceutiques
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

A best trial experience

Publié le 19/06/2022

In sweet and short words, the experience was fantabulous

In sweet and short words, the experience was fantabulous

Avantages

Easy to develop and utilise this software my business management

Inconvénients

I felt bit tricky to understand the commands but now I can explain all to my workers

Frannie
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

SummitAI review - Denali SP3 version

Publié le 12/04/2022

SummitAI does a great job of tracking incidents, service requests and change requests.
Our customer...

SummitAI does a great job of tracking incidents, service requests and change requests.
Our customer have experienced some issues with performance which have been very difficult to isolate and resolve

Avantages

Summit provides a good set of IT Service Management Tools.

Inconvénients

It does not include a chat feature for contacting the Service Desk. This feature is available with CINDE, but CINDE can only be deployed for one customer instance.

Meenal
Note globale
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 5 001–10 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

The summit tool is pocket friendly, has multi tenant features and tool is easy to configure...

Publié le 01/09/2017

We were able to deploy the software globally, since the customization and the support team who...

We were able to deploy the software globally, since the customization and the support team who worked on the project with us were efficient and similarly this product gave us the competency to get on to the new upgraded platform of ITSM

Avantages

ITIL compliant, feedback of the end users is very well captured through the tool, the summit has the mobility app which helps the end user raise or approve the request on the go. Coding of SLA's is easy and helps us giving the visibility to our end users. As an Admin, I am able to configure the system quickly & efficiently.

Inconvénients

Few old customs are still followed within the tool, the reporting still needs considerable changes & updation. Few alert mechanism & reminder options which are required are still not in place. The chat bots need to be introduced soon within the tool.

John
Note globale
  • Secteur d'activité : Compagnies aériennes/Aéronautique
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Transform your IT service with SummitAI

Publié le 19/05/2021

SummitAI is a great service vendor. Responsive and willing to help. SummitAI works well in our...

SummitAI is a great service vendor. Responsive and willing to help. SummitAI works well in our organization and allows for the automation we need.

Avantages

Ease of installation, ease of use, reliable, and works well for our ITIL process.

Inconvénients

Some reporting can be tough out of the tool. But, we had some great work arounds and it is not an issue.

nigel
Note globale
  • Secteur d'activité : Textile
  • Taille de l'entreprise : 5 001–10 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Great Partner To Work With And Wide Range Of Functionality Coverage

Publié le 26/05/2021

Great partner to work with

Great partner to work with

Avantages

Completeness of solution, flexibility and ease of use - vision for the product by SummitAI

Inconvénients

The work orders are not as mature as other areas although improved functionality overall is being improved all the time

Michael
Note globale
  • Secteur d'activité : Produits chimiques
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

It is a Good tool with numerous featured

Publié le 23/08/2017

My IT Operations, Support and Delivery are monitored, control and regulated thereby able to meet...

My IT Operations, Support and Delivery are monitored, control and regulated thereby able to meet SLA, Expectations and streamline IT Process

Avantages

Process Flow,
BI Reports,
Integration between various process,
Multiple feature and Dynamics
Discovery
Email Alerts, Notifcations, Escalation
Can be customized to have specific Customer requirements
Parsing
Approval Matrix
Customized Change Flow etc

Inconvénients

- Mobile App needs to be upgraded.
- Linkage in Ticket should be allowed between various Support Group and not one Support Group
- Mail Templates should be configurable at Admins End
- Asset Dashboard should have the option to filter all assets in one window by Location, Store, Business

Sandeep
Note globale
  • Secteur d'activité : Pétrole et énergies
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

best ticketing tool.

Publié le 23/11/2022

Avantages

Easy to use, the User interface is simple.

Inconvénients

Nothing much as of now, everything works well, words won't say much use the tool and you will definitely like it.

Anil
Note globale
  • Secteur d'activité : Gestion de l'enseignement
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

A Complete ITSM Tool

Publié le 16/02/2017

Having deployed only for IT Dept , the tool has such a vast capability of configuration that we...

Having deployed only for IT Dept , the tool has such a vast capability of configuration that we deployed to all Manipal Global students and other department line viz Facilites, HR , Campus hostel management etc. Awesome focus from Summit top management and always a call away to help us to meet biz needs

Avantages

Feature depth

Inconvénients

Asset Tool capability was not experienced as good as ticketing tool

Harish
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Summit ticketing tool review.

Publié le 10/12/2018

Avantages

Summit tool is very reliable, user friendly and makes assign tasks easy.

Inconvénients

it would be appreciated if graphics is improved.

Parimal
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 5 001–10 000 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Application has extensive listing of the options in each module. Configuring options is...

Publié le 29/09/2017

Avantages

Wide range of forms available in each module. Implementing Change management module was easier than thought. Workflow designed was exactly as requested.
Application is easy to understand , configure and utilize.

Inconvénients

At times one may not get support as expected. Configuration management module still needs some work done, could be in forthcoming releases. Not having Customizing / renaming field option is highly missed.

VIpin
Note globale
  • Secteur d'activité : Automobile
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

It is a good tool for service desk operations. Easy to configure and use.

Publié le 26/03/2018

Helped in streamlining the operations.

Helped in streamlining the operations.

Avantages

Simple to configure and use. Has most of the required functionalities expected in such kind of tool.

Inconvénients

Would like to have the application performance monitoring functionality in the tool. Should give an proactive alter in case a specific application not performing as desired.