SymphonyAI Summit Service Management vs. Cherwell Service Management

Brenda Gratas April 14, 2022
- 17 min read

Are you evaluating your options and trying to decide between SymphonyAI Summit Service Management vs. Cherwell Service Management as your preferred IT Service Management (ITSM) solution? Making the right choice can profoundly impact your organization's efficiency, productivity, and overall success.

In this blog post, we'll embark on a comprehensive ITSM tools comparison, pitting these two formidable contenders in service desk software platforms against each other. 

However, the ITSM landscape is expansive and multifaceted. Sometimes, the perfect solution isn't immediately apparent, and that's where we’ll introduce a third alternative: InvGate Service Desk. This solution could be the missing piece that seamlessly fits your organization's unique ITSM puzzle, offering different advantages and features that may align more closely with your needs.

Keep reading to dive deeper into the comparison and discover which ITSM solution aligns best with your organization's needs and objectives.

Table of contents


  • SymphonyAI stands out for flexibility and a rich feature set but faces challenges in performance and customer support.
  • Cherwell impresses with comprehensive ITSM features and a user-friendly interface; however, customization complexities and potential costs are concerns.
  • In contrast, InvGate Service Desk excels with its robust ticketing system and commitment to ITSM excellence, boasting features like no-code/low-code options and ITIL4 certification.

Most looked-at features by buyers

While evaluating ITSM solutions, potential buyers typically emphasize specific features that align with their organization's needs. These desired attributes are vital for making informed choices.

It's time to look at the key issues that potential buyers typically focus on when evaluating different ITSM tools.

  1. Ticket Management System - Buyers place significant importance on integrating a comprehensive Ticket Management System into their help desk software, as it aids in tracking, assigning, and resolving customer inquiries and support requests effectively.

  2. User-friendly experience and interface - Purchasers consider the user interface and experience of the platform, focusing on its user-friendliness and contribution to user adoption and productivity. They value an intuitive interface that enables efficient interaction with the software. Additionally, mobile accessibility is crucial for organizations with remote or mobile workforces.

  3. Streamlined IT service catalog - Organizations often require a service catalog that enables users to request specific IT services or resources, simplifying service requests, providing visibility into available services, and facilitating effective service delivery management.

  4. Scalability - Growing organizations highly value solutions that can adapt to their expansion and allow for customization. The ability to create custom fields, workflows, and extensions/plugins is essential, enabling organizations to tailor the solution to meet their unique business requirements.

  5. Self-service portal and knowledge base - Buyers emphasize the importance of including a self-service portal, empowering end-users to independently address common issues and access relevant information without needing direct assistance.

  6. Seamless integration capabilities - Integration with other systems and applications is a critical requirement for buyers, as it ensures smooth data flow and process automation. The ability to integrate with existing tools and platforms is highly prized for improved efficiency and a unified user experience.

  7. Support automation and Workflow Management - Buyers actively search for software solutions that provide automation capabilities to streamline routine tasks like ticket routing, approvals, and escalations, leading to enhanced efficiency and productivity.

  8. Efficient Asset Management - Users prioritize software with robust IT Asset Management capabilities, ensuring accurate inventories and optimizing resource utilization within their organizations.

  9. Customization and flexibility - Purchasers appreciate software solutions that offer customization options, allowing them to personalize the platform to align with their business needs. This flexibility ensures the software fits their unique workflows and processes, enhancing user satisfaction and overall effectiveness.

  10. Comprehensive reporting - Buyers seek help desk software with robust reporting tools, such as dashboards and reports, providing valuable insights into their IT operations and performance. This data-driven approach supports informed decision-making and continuous service improvement.

  11. Pricing and support - Buyers evaluate the solution's cost-effectiveness, considering licensing models, subscription plans, and any additional costs related to features or users. The availability of customer support, documentation, and training resources also significantly impacts their decision-making process.

  12. ITIL compliance - Many organizations adhere to ITIL best practices for IT Service Management, leading buyers to favor solutions supporting ITIL processes like Incident Management, Problem Management, Change Management, and Asset Management, aligning with their organizational standards.

What is SymphonyAI Summit Service Management?

Founded in 2015 and headquartered in Pune, India, SymphonyAI Summit focuses on offering AI-powered solutions for IT operations management. Its leading product, SymphonyAI Summit, is an IT Service Management solution that aligns with ITIL standards and integrates cutting-edge AI-driven digital agents and automated services.

Furthermore, the company enlarges its suite of solutions to encompass an IT Asset Management (ITAM) solution, which plays a role in Lifecycle Management, expenditure regulation, and the prevention of unnecessary acquisitions.

What users like from SymphonyAI Summit Service Management

Sources like Gartner have received favorable customer feedback from SymphonyAI Summit Service Management. Now, let's consider some of the advantages pointed out in these analyses.

  • Training and support - The training team receives high praise for their expertise and effectiveness in knowledge transfer. The platform's support services are renowned for their punctuality and their ability to address users' queries and challenges promptly.
  • Features and capabilities - Users highly value the platform's comprehensive set of functions. The software's adherence to ITIL standards, its out-of-the-box reporting features, user-friendly management of ticket relationships, automation through orchestration, and integrated AI capabilities all contribute to its attractiveness.
  • User experience - Users consistently laud SymphonyAI Summit Service Management for its intuitive user interface, user-friendly dashboard design, and overall dedication to simplicity.
  • Flexibility and adaptability - Users are empowered to easily oversee workflows and provide support, allowing for dynamic adjustments to meet evolving requirements. Implementing suggestions is a straightforward process, promoting a culture of continuous improvement. Additionally, users appreciate the platform's simplicity in configuring changes, validations, and conditions.
  • Asset Management - The platform's IT Asset Management features provide users with a comprehensive and engaging experience. Features such as mail-to-ticket and mail-to-service request (SR) functionality, combined with extensive ITAM tools, enhance the platform's appeal and efficiency in Asset Management processes.
  • Multichannel engagement - The software excels in automating workflows and seamlessly linking Incident Requests (IR), Service Requests (SR), and Change Requests (CR) with assets and configuration items. Its robust resource-handling capabilities enable it to manage a wide range of resources effectively.
  • Cost-effective solution - SymphonyAI Summit Service Management is acknowledged for its cost-effectiveness in comparison to its competitors. Users find value in the platform's pricing structure, which offers robust features and capabilities.

What users don’t like from SymphonyAI Summit Service Management

While SymphonyAI Summit Service Management has numerous strengths and positive attributes, users have expressed reservations and critiques concerning various platform aspects. These observations have been drawn from reviews conducted by sources like Gartner. Let's delve into some of the issues that have been prominently identified.

  • Configuration and administration - Questions have been raised regarding the platform's configuration, workflow, and administrative capabilities, with some users feeling that these aspects require further improvement and enhancement.
  • Performance and accessibility - Accessibility concerns have been noted, including instances of prolonged unavailability and significant performance slowdowns. Suggestions have also been put forward to enhance application response times.
  • Customization constraints - While the platform does offer customization capabilities, some users have encountered limitations that hinder them from achieving their desired levels of customization in specific areas.
  • Reliability - The product's reliability has been a point of contention for certain users, prompting suggestions for more rigorous testing to enhance overall stability.
  • Responsiveness - Another prevalent concern centers around the performance of the web interface, with users reporting issues related to speed and overall responsiveness. In some cases, it appears that critical improvements may have been deprioritized.
  • Bug reports - Reports of bugs causing conflicts between different teams' workspaces have emerged, impacting the overall reliability and stability of the system.
  • Customer support - Dissatisfaction with customer support has been voiced by some users, encompassing concerns about delayed service requests for reports, extended support timelines, and challenges related to bug resolution and product updates.
  • Additional recommendations - Users have highlighted a couple of specific suggestions. Firstly, there is a desire to include an alert or reminder feature within the platform. Secondly, feedback has been provided regarding the need for enhanced platform documentation.
  • Cost and licensing - Some users have expressed that the licensing costs are relatively high, prompting comparisons with other available tools in the market.

What’s SymphonyAI Summit Service Management’s argument over Cherwell Service Management?

SymphonyAI Summit Service Management presents a compelling argument compared to Cherwell Service Management, offering several key advantages that distinguish it. Let's delve into its benefits.

  1. Training and support - SymphonyAI Summit Service Management receives accolades for its training team's expertise and effectiveness in knowledge transfer. Its support services are renowned for their promptness and ability to address user queries and challenges promptly.

  2. Functionality and features - SymphonyAI Summit Service Management boasts an extensive range of capabilities, including adherence to ITIL standards, robust reporting tools, straightforward ticket relationship management, automation through orchestration, and integration of AI capabilities. 

  3. User satisfaction - SymphonyAI Summit Service Management consistently earns praise for its user-friendly interface, easily navigable dashboard, and a strong commitment to simplicity. Users express high satisfaction with its intuitive design, which minimizes the learning curve and fosters user adoption. 

  4. Adaptability and flexibility - SymphonyAI Summit Service Management empowers users to easily manage workflows and support, allowing for real-time adjustments to meet evolving requirements. The platform's flexibility and responsiveness to user suggestions foster a culture of continuous improvement. 

  5. Effective Asset Management - SymphonyAI Summit Service Management provides a comprehensive and engaging experience in IT Asset Management (ITAM). It offers features like mail-to-ticket and mail-to-service request functionality alongside a comprehensive suite of ITAM tools. 

  6. Efficient multichannel engagement - SymphonyAI Summit Service Management excels in automating workflows and seamlessly connecting various request types with assets and configuration items. Its robust resource management capabilities enable it to efficiently handle a wide array of resources.

  7. Cost-efficiency - SymphonyAI Summit Service Management is recognized for its cost-effectiveness compared to competitors. Users appreciate its pricing structure, which offers excellent value while delivering robust features and capabilities. 

What is Cherwell Service Management?

Example of Cherwell Service Management's interface.

Cherwell Service Management by Ivanti is a platform specifically designed for IT Service Management, tailored to service departments' requirements without requiring coding or scripting skills. It sets itself apart by delivering automated IT service solutions with a comprehensive toolkit of pre-built tools.

Cherwell Service Management has remarkable features such as a codeless architecture, drag-and-drop functionality, and automated workflows. Furthermore, it incorporates Project Management capabilities.

In addition to these features, Cherwell Service Management offers multi-language support and cloud or on-premise deployment options. It also seamlessly integrates with Ivanti Neurons, a platform that improves system performance and security through predictive, self-healing, and autonomous remediation capabilities.

What users like from Cherwell Service Management

Cherwell has garnered favorable customer feedback, as confirmed by reviews from sources like Gartner. Here are some of the advantages mentioned.

  • Intuitive user interface - Cherwell Service Management provides an intuitive interface designed to enhance user-friendliness and streamline interactions with the system.
  • Extensive customization - Users value the platform's wide array of customization options, allowing them to tailor various aspects of the system, including form fields and workflows, to meet their individual needs.
  • Automation and Workflow Management - The tool excels in automating tasks, empowering users to create and execute intricate workflows tailored to their requirements.
  • Streamlined development - Cherwell Service Management adopts a low-code/no-code approach, enabling users to swiftly set up and implement new features without extensive coding expertise.
  • Seamless API integrations - The platform seamlessly integrates with other systems through API connections, enhancing its overall functionality and compatibility.

What users don’t like from Cherwell Service Management

While Cherwell has significant strengths and positive aspects, customer feedback has highlighted areas of concern and dissatisfaction with certain platform facets. After reviewing credible sources such as Gartner, here are some of the dissatisfying aspects that have been highlighted.

  • Customization challenges - While Cherwell offers a wide range of customization options, certain users have faced difficulties and time-consuming tasks when creating and customizing specific elements, mainly when working with new Business Objects and Forms.
  • Performance issues - Some users have encountered performance-related challenges, especially when dealing with extensive databases or managing large groups of technicians. These performance hurdles can hinder system responsiveness, resulting in user frustration.
  • Bugs and upgrade problems - Users have reported encountering bugs and difficulties during platform upgrades. Insufficiently planned releases have given rise to issues that demand resolution, ultimately impacting the user experience negatively.
  • Emphasis on Ivanti - Following Ivanti's acquisition of Cherwell Software, customers have voiced dissatisfaction with the sales strategy centered around Ivanti Neurons, an alternative platform. This abrupt shift in focus has not been well-received by Cherwell's existing customer base, leading to discontentment among them.
  • Customer support - Some users have criticized the level of customer support provided by Cherwell. They have cited slow response times and a perceived reluctance to acknowledge software issues as bugs, leading to dissatisfaction regarding customer assistance.
  • Outdated user interface - Certain users have conveyed dissatisfaction with Cherwell's Graphical User Interface (GUI), deeming it outdated and less responsive, especially when comparing the web version and the desktop application.

What’s Cherwell Service Management’s argument over SymphonyAI Summit Service Management?

Cherwell Service Management presents a compelling argument over SymphonyAI Summit Service Management in several key areas.

  1. Intuitive user interface - Cherwell Service Management offers an intuitive interface designed to improve user-friendliness and simplify interactions with the system. This user-centric approach enhances the overall user experience, making it more accessible and efficient.

  2. Extensive customization: Users highly appreciate Cherwell's extensive customization options. This level of flexibility ensures that Cherwell can be tailored precisely to meet individual needs and organizational requirements.

  3. Automation and Workflow Management - Cherwell's strength lies in its ability to automate tasks and empower users to design and execute complex workflows customized to their specific needs. This automation capability enhances operational efficiency and agility.

  4. Streamlined development - Cherwell Service Management adopts a low-code/no-code approach. This approach enables users to rapidly set up and implement new features without extensive coding expertise, reducing development time and costs.

  5. Seamless API integrations - Cherwell's seamless API integrations enable it to connect with other systems effortlessly, enhancing its overall functionality and compatibility within complex IT environments. This interoperability ensures that Cherwell can fit seamlessly into existing technology ecosystems.

Considering InvGate Service Desk as an ITSM solution alternative




While SymphonyAI Summit Service Management and Cherwell Service Management are prominent competitors in the ITSM sector, exploring alternative solutions that better align with your organization's specific needs is crucial. In this context, InvGate Service Desk emerges as a compelling option that deserves thorough consideration. 

Let's dive into the advantageous aspects of InvGate Service Desk that make it a valuable choice for meeting your ITSM requirements.

Exceptional user experience


InvGate Service Desk strongly emphasizes delivering an outstanding user experience through careful design and adherence to UI/UX best practices. Its intuitive interface promotes rapid adoption, reducing the need for extensive training and enabling users to be productive right away.

Robust Ticketing and Incident Management

Example of the Ticket Management view on InvGate Service Desk.

InvGate Service Desk stands out by offering robust Ticketing and Incident Management capabilities. It simplifies ticket tracking, collaboration, and resolution, enabling IT teams to handle and prioritize incidents efficiently. Features like automated ticket routing, customizable workflows, and SLA Management significantly enhance incident resolution efficiency.

Powerful self-service capabilities


InvGate Service Desk incorporates robust self-service functionalities, including an intuitive portal, an extensive IT service catalog, and a knowledge base. These features empower end-users to independently resolve common issues, access a wide range of IT services, and utilize self-help resources, reducing the workload on IT staff.

Simplified configuration and setup

InvGate Service Desk offers an uncomplicated configuration and setup process, employing a no-code/low-code approach. This approach allows users of all levels of technical expertise, from beginners to experts, to implement the system without extensive technical knowledge. The platform expedites setup by providing straightforward configuration options, enabling organizations to harness its robust ITSM capabilities swiftly.

Comprehensive reporting and analytics

dashboards-customizables-en-invgate-service desk

InvGate Service Desk provides extensive reporting and analytics capabilities, enabling organizations to gain valuable insights into their IT operations and performance. The platform offers pre-built reports and customizable dashboards, empowering IT teams to analyze data, identify trends, and make informed decisions to enhance their services.

Customization and flexibility

InvGate Service Desk offers flexible deployment options, allowing organizations to choose between on-premise or cloud-based solutions. This adaptability ensures that the platform can meet the unique requirements of various sectors and industries.

Fast ROI and ongoing innovation

InvGate Service Desk ensures a rapid return on investment through efficient implementation processes. Within weeks, organizations can start realizing the benefits of this robust ITSM solution. Additionally, regular feature updates keep users at the forefront of technology without incurring additional costs.

Purpose-built for ITSM, perfect for ESM

InvGate Service Desk is purpose-designed for ITSM and seamlessly extends its capabilities to Enterprise Service Management (ESM). This empowers operational departments to enhance their processes and fully embrace the benefits of digital transformation, facilitating streamlined workflows and comprehensive digital transformation initiatives across all departments.

Comprehensive Asset Management

Through integration with InvGate Insight, organizations gain a comprehensive view of their IT ecosystem, leading to improved service delivery and reduced downtime. InvGate Insight offers various features, including IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules.

ITIL-certified readiness

InvGate Service Desk has earned ITIL4 certification from PINK Elephant, demonstrating its commitment to upholding ITSM excellence. Whether organizations are embarking on their ITIL journey or managing complex operations, InvGate Service Desk provides a user-friendly and feature-rich experience aligned with industry best practices.

Cost-effective solution

InvGate Service Desk delivers a cost-effective solution without compromising functionality. It offers a comprehensive range of ITSM features at a competitive price point, making it an attractive option for organizations seeking affordability without sacrificing capabilities. Compared to alternatives like SymphonyAI Summit Service Management and Cherwell Service Management, InvGate Service Desk strikes a balance between cost and functionality.

Next steps

In the dynamic landscape of ITSM, choosing the right tool can be the linchpin of your organization's success. In our exploration of SymphonyAI Summit Service Management vs. Cherwell Service Management, we've delved into their strengths, features, and capabilities to help you make an informed choice.

However, the ITSM options are rich and diverse, with many solutions catering to various niches. For example, InvGate Service Desk is a noteworthy alternative. Its intuitive interface and robust features offer a compelling choice for organizations seeking a comprehensive IT Service Management solution.

When you're ready to take the next step, be sure to have our free comprehensive ITSM implementation checklist in hand. This checklist will serve as your roadmap, ensuring a smooth transition and a successful integration into your organization's IT ecosystem.


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