Are you 3 Years into a 1-year ITSM switch?

Why SymphonyAI IT Service Management Will Help You More Than ServiceNow

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SymphonyAI ITSM Case Studies

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CASE STUDIES

Navis sets sail with SymphonyAI  — how a software company in the global cargo handling industry replaced ServiceNow

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CASE STUDIES

SymphonyAI takes center stage as the preferred IT service management platform for Infogain’s digital transformation

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CASE STUDIES

SymphonyAI supports future growth and technology advances of world-class airport

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CASE STUDIES

A leading automobile manufacturer puts its productivity in top gear with SymphonyAI 

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Does your organization require a new IT service management (ITSM) platform to achieve more? Or is it three years into a one-year ITSM switch, where the promised time-to-value never materialized? Either way, the SymphonyAI IT Service Management and ServiceNow ITSM solutions might be considered. But which one will suit its requirements best?

Various sources of information can help influence this decision, but what’s better than “the voice of the customer” data – with this detailing what current solution customers think of each ITSM platform? In our opinion, Gartner Peer Insights is the most trusted of peer review websites.

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Gartner Peer Insights consistently rates SymphonyAI higher than ServiceNow.

A snapshot of the overall Gartner Peer Insights customer ratings for the two ITSM platforms has SymphonyAI IT Service Management at 4.6/5 from 920 ratings and ServiceNow ITSM at 4.3 from 1786 ratings.

SymphonyAI IT Service Management also has an 85% “willingness to recommend” score compared to ServiceNow ITSM’s 78%. According to Gartner, this separate score is “calculated based on the responses to the question ‘Would you recommend this product to others?’ The options include ‘yes,’ ‘yes, with reservations,’ ‘I do not know’ and ‘no.’ The percentage is calculated as the number of ‘yes’ responses divided by the total responses for the question.”

The SymphonyAI IT Service Management ratings and “willingness to recommend” scores are significantly higher, but “the devil is in the detail,” with the rating breakdowns shared below.

The latest Gartner Peer Insights ratings show
SymphonyAI superiority

The table below details the rating breakdowns for the above scores and the delta for each capability.

Capabilities SymphonyAI ServiceNow Delta
IT Support Enablement 4.6 4.5 +0.1
Multichannel Engagement 4.6 4.3 +0.3
IT Knowledge Management 4.5 4.2 +0.3
Service Reporting and Resource Mgt 4.6 4.2 +0.4
Case Management 4.6 4.2 +0.4
Integrated AI 4.4 3.9 +0.5
Adaptive Change & Release 4.5 4.3 +0.2
Service Configuration Management 4.4 4.2 +0.2
Collaboration 4.4 4.2 +0.2
Workflow Automation & Integration 4.3 4.2 +0.1
Overhead 4.4 4.0 +0.4
User Experience 4.5 4.2 +0.3

 

While all the score deltas are important, some capabilities resonate with customer organizations more than others. For example:

Overhead
Overhead

The solution cost is usually of paramount importance, with SymphonyAI having a significantly lower total cost of ownership (TCO)

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User Experience

The solution’s ease of use and ability to improve employee productivity that ultimately improves business operations and outcomes

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Case Management

The ability to use the service management platform to support the workflow management needs of other business functions

resource-allocation
Service Reporting and Resource Management

Access to the data and information held within the service management platform to understand performance and drive improvement

Integrated Artificial Intelligence
Integrated Artificial Intelligence (AI)

Using intelligent automation in processes and analytics to improve IT and business operations and outcomes.

 

However, the difference between SymphonyAI IT Service Management and ServiceNow ITSM extends beyond their capabilities, with the Gartner Peer Insights data also differentiating the two solutions across:

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Evaluation & Contracting

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Integration & Deployment

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Service & Support

 

The respective scores are shown in the table below.

Capabilities SymphonyAI ServiceNow Delta
Evaluation & Contracting 4.6 4.1 +0.5
Pricing Flexibility 4.6 3.8 +0.8
Integration & Deployment 4.5 4.2 +0.3
Ease of Deployment 4.6 4.1 +0.5
Quality of End-User Training 4.6 4.1 +0.5
Ease of Integration 4.5 4.1 +0.4
Availability of 3rd-Party Resources 4.4 4.1 +0.3
Service & Support 4.6 4.3 +0.3
Timeliness of Vendor Response 4.6 4.2 +0.4
Quality of Technical Support 4.6 4.3 +0.3
Quality of Peer User Community 4.5 4.3 +0.2
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What this means

Gartner Peer Insights differentiates the most popular service management platforms using “voice of the customer” data. This data is freely available at https://www.gartner.com/reviews/market/it-service-management-platforms, and periodical snapshots are collated in a Gartner Voice of the Customer for IT Service Management Platforms report. For example, the 24 March 2023 report shows SymphonyAI IT Service Management as one of only two Customers’ Choice ITSM platforms.

This real-customer data and insight show how SymphonyAI IT Service Management meets customer needs across functional and non-functional requirements. In the case of customer happiness relative to that of ServiceNow ITSM customers, SymphonyAI IT Service Management scores more highly across every single Gartner Peer Insights measure.

Importantly, the largest delta relates to the TCO, with the Pricing Flexibility delta +0.8 in SymphonyAI IT Service Management’s favor. This rating, and the earlier Overhead rating, means that SymphonyAI IT Service Management customers are not only happier with the delivered capabilities, but they are especially satisfied with the solution pricing.

Our customers also find that the time-to-value is critical, with the ability to go live in just 90 days another key differentiator when considering SymphonyAI versus SeviceNow. Some customers have even ditched their incomplete ServiceNow projects, giving up on “taming the white elephant” to finally get the ITSM capabilities they need now rather than later.

SymphonyAI Recognized As a Leader in
ISG’s Provider LensTM Enterprise Service
Management – Software 2023

“SymphonyAI has a strong portfolio of ESM solutions focused on AI-based virtual assistants and out-of-the-box solutions.”

— Ashwin Gaidhani, Research Partner, ISG Research.

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ISG ESM Platform Vendors – Global quadrant analyzes ESM software platform vendors’ capability to provide workflow and process support across enterprise portfolios. The ESM platforms are modernizing the operations for IT and non-IT functions like organizational and business workflows.

SymphonyAI simplifies the ITSM environment through a multi-tenant architecture. It helps monitor one platform instead of different technology stacks for each user, empowering the provider to deliver effective service and support.

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The customer experiences that back the Gartner Peer Insights data

In addition to the TCO and time-to-value perspectives, our customers find SymphonyAI easier to do business with – from the initial contracting to the receipt of friendly customer support. Plus, the friction of their “frenemies”-style vendor relationships was harming more than their ability to improve business operations and outcomes.

Navis replaced ServiceNow to “better plan, execute, and optimize cargo movement in order to provide a more predictable delivery experience for all shipping partners.” Navis’ business solutions manager was tasked with finding a suitable and user-friendly IT service management solution to replace ServiceNow. SymphonyAI met this need while helping speed up issue resolution, reducing costs, and increasing productivity through its smart digital agent and AI-powered intelligent routing. 

Navis sets sail with SymphonyAI — how a software company in the global cargo handling industry replaced ServiceNow.  

Another example is SymphonyAI's support of Infogain's human-centered digital transformation ambitions, which focused on making employees more efficient through improved engagement, efficiency, ease of use, and productivity. For Infogain, the pricing was just a good starting point, with the flexibility, agility, and scalability offered by SymphonyAI the perfect fit for Infogain's “best of needs” focus. Since its implementation, SymphonyAI has been a core pillar of Infogain's digital transformation initiatives, especially the provision of self-service, automation, and integration capabilities for the IT organization and other business functions. 

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