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.
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.
Like all the features and happy to see that Vendor is improving tool and adding new features to it.
Likelihood to recommend: 10/10
We deployed in view of integrated service desk tool with real time monitoring for different tenant. Analyst Dashboard , Easy administration help us to achieve highest SLA's ( Response and Resolution). Also, other features are helping us to manage operational activities like other CMDB integrations , recertification's, change mgmt., SMS - Notifications and many more. In other hand there is scope for improvement in tool functionalities as well as in support area.
Likelihood to recommend: 7/10
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
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.
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.
Likelihood to recommend: 9/10
My IT Operations, Support and Delivery are monitored, control and regulated thereby able to meet SLA, Expectations and streamline IT Process
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
- 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
Likelihood to recommend: 8/10
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
Asset Tool capability was not experienced as good as ticketing tool
Likelihood to recommend: 10/10
SUMMIT Platform: Annual Subscription On-Cloud or On-Premise
SUMMIT Service Management: Basic, Professional & Enterprise versions
• Per 'Named' Resolver Agents or Per 'Concurrent / Floating' Resolver Agents
• Optional Plugins for Gamification & Runbook Automation
SUMMIT Asset Management:
• Per IT Asset / Per Non-IT Asset to be managed
• Optional Plugin for IT Asset Controller
SUMMIT Availability Management:
• Per Number of Managed Points
SUMMIT Project Management:
• Per Number of Users
To simplify the way you manage your IT operations, Symphony SUMMIT is a cloud-based IT Service Management software combining multiple IT monitoring applications in one intuitive platform. Together, the apps perform varied IT functions including service management, availability management, asset management, and project management.
An ITIL 2011-certified solution, Symphony SUMMIT allows you to maximize your organization’s IT assets, reduce server downtime, meet compliance and service level requirements, and take control of your IT projects. It leverages technology solutions such as automation, analytics, mobility, and gamification to boost your IT team’s overall productivity.
In today’s fast-paced IT landscape, the ability to respond to issues in real time is a brand differentiator. However, the increasing number of end users who want their applications running as expected all the time translates to mounting costs and operational complexities for most IT teams.
Because it’s an all-in-one IT service management application, Symphony SUMMIT correlates data from disparate solutions in one platform, so you gain full visibility into how your IT stack is performing. Data can be retrieved from one centralized location, and insights into how your entire infrastructure is performing are delivered in real time, enabling IT practitioners to immediately take action and address irregularities before they escalate into customer service nightmares.
Several modules and sub-modules make up Symphony SUMMIT’s service management solution. Incident management tracks and manages incident lifecycle from creation to resolution. Change management minimizes the impact of changes to the IT infrastructure. Problem management helps IT teams better understand problems and prevent incidents from occurring. Configuration management provides a visual representation of your IT infrastructure, while the release and deployment management module facilitates change implementation from testing to live implementation.
Request fulfillment management gives users the ability to request for relevant services such as software installation, RAM upgrades, hardware requests, and so on. Service level management ensures service level agreements are met, and knowledge management lets you record all known errors and frequently asked questions, so users can self help and analysts can more efficiently resolve incidents.
Symphony SUMMIT’s service management application has three variants: enterprise, professional, and basic.
Symphony SUMMIT’s asset management product helps organizations maximize their technology investments through agentless and agent-based monitoring systems that take care of software tracking, hardware metering, and software compliance to reduce costs and make the most use of their IT resources. The software offers three asset management variants: asset lifecycle management, IT asset management, and IT asset management plugins.
The IT asset lifecycle management module manages the entire lifecycle of your IT and non-IT assets – from requisition to configuration, from installation to repair, from relocation to reassignment, from decommissioning to disposal. IT asset management, on the other hand, makes it easier for IT teams to work through constant software and hardware additions and ever-changing industry regulations.
The application control plugin provides full visibility into how your network is being used and complete control over who uses your hardware and software installations, when, where, and why. You can allow or block users, and limit access rights depending on the user’s role in the organization. The dynamic admin password plugin secures administrator passwords to prevent any data spills.
Symphony SUMMIT’s availability management offering helps ensure your servers are up and running 24/7. The product is composed of modules such as server monitoring, network monitoring, and application monitoring with event management features. It uses agentless and agent-based monitoring solutions to track the real-time performance of your various data center components, allowing you to make immediate corrective actions when needed.
Core features include asset discovery, relationship mapping, application performance insights, and objectives and SLA tracking. The event management functionality of this module centrally and automatically tracks event logs from several different sources to help you better understand the errors affecting your IT stack and their causes.
Symphony SUMMIT’s project management feature provides project managers with a comprehensive set of tools to manage their IT projects and control their resources from end to end. Built into the module are solutions for project initiation, planning, execution, monitor and control, and post-implementation review. Together, they cover essential project management processes such as effort planning and estimation, time tracking, skill management, project billing, and effort variance tracking.
The module is equipped with charts and dashboards for status updates and drill-down reporting, comparisons of different IT environment aspects, more meaningful communication within teams, more effective organization, categorization, and activity assignments, and, last but not least, better decision-making.
IT professionals can’t possibly be at their desks monitoring their IT infrastructure 24/7. But one missed critical alert can reduce all their previous efforts to nothing, as servers or applications become unavailable to end users.
Symphony SUMMIT’s mobility function via feature-rich mobile apps available for Android and iOS devices allow them to stay on top of their IT assets anywhere, anytime. Regardless of their location, users can monitor and manage data centers and perform help desk functions through the app’s SMS-based management system.
Aside from an API that allows businesses to connect the business tools they already use, whether homegrown or third-party, Symphony SUMMIT readily integrates with Active Directory, and various ERP and CRM applications.
Symphony SUMMIT pricing can be obtained from their sales team.