SymphonyAI Summit Service Management vs. SolarWinds

Brenda Gratas November 16, 2021
- 18 min read

If you're navigating the various IT Service Management (ITSM) solutions out there, you’re probably trying to decide between SymphonyAI Summit Service Management vs. SolarWinds. In today's dynamic business landscape, where efficiency and service excellence are paramount, choosing the right ITSM solution can be a game-changer.

In this blog post, we’ll embark on an in-depth ITSM tool comparison between these two formidable contenders in the realm of ITSM.

But what if neither of these tools aligns with your unique requirements? That's where we introduce a third alternative—InvGate Service Desk. This robust ITSM solution brings a compelling set of features designed to streamline your service delivery and empower your organization for success.

Ready to dive deeper into these service desk software platforms and uncover which option suits your organization best? Keep reading!


Table of contents



  • SymphonyAI Summit Service Management offers flexibility, rich ITIL-aligned features, user-centric design, and cost efficiency, but faces concerns over platform performance, configuration limitations, and customer support.

  • SolarWinds provides comprehensive ITSM features, a user-friendly interface and offers customization plus efficiency gains. However, users face challenges with initial setup, integrations, workflow complexity, and reporting.

  • InvGate Service Desk comes in as a strong option, offering a streamlined configuration and setup process using a no-code/low-code approach, exceptional user experience, and a cost-effective solution without compromising functionality.

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We tried to be as thorough as possible, but if you don't have enough time to read it through and through, here's (another) TL;DR: InvGate Service Desk can do everything we say here, and you can test it right away for free for 30 days.

Most looked-at features by buyers

When potential buyers examine ITSM solutions, they prioritize certain functionalities aligning with their organization's requirements. These sought-after features are pivotal for making educated decisions.

Let's look at the fundamental elements that prospective buyers typically consider high priorities when comparing different ITSM solutions.

  1. Scalability - Organizations in growth mode highly value solutions that can adapt to expansion and offer customization options, such as custom fields, workflows, and extensions/plugins.

  2. Pricing and support - Buyers evaluate solutions for cost-effectiveness, including licensing models, subscription plans, and additional feature or user costs. The availability of customer support, documentation, and training resources also influences their decision-making.

  3. User-friendly experience and interface - Buyers consider the user interface and experience, emphasizing ease of use and its impact on user adoption and productivity. They value an intuitive interface, especially for organizations with remote or mobile workforces.

  4. Ticket Management System - Buyers place great importance on integrating a comprehensive Ticket Management System into their help desk software to effectively track, assign, and resolve customer inquiries and support requests.

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

  6. Support automation and Workflow Management - Purchasers actively look for software solutions that provide automation capabilities to streamline tasks like ticket routing, approvals, and escalations, which ultimately enhance efficiency and productivity.

  7. Efficient Asset Management - Users prioritize software with robust IT Asset Management features to maintain accurate inventories and optimize resource utilization.

  8. Streamlined IT service catalog - Organizations often need a service catalog for specific IT service or resource requests, simplifying Service Management and providing visibility into available services.

  9. Comprehensive reporting - Buyers seek help desk software with robust reporting tools, such as dashboards and reports, to gain insights into IT operations and drive informed decision-making and continuous service improvement.

  10. Seamless integration capabilities - Integration with other systems and applications is a critical requirement for buyers, as it ensures smooth data flow and process automation, enhancing efficiency and user experience.

  11. Customization and flexibility - Buyers appreciate software solutions that allow customization to align with their unique workflows and processes, enhancing user satisfaction and effectiveness.

  12. ITIL compliance - Some organizations follow ITIL best practices, making them inclined toward solutions that support ITIL processes like Incident Management, Problem Management, Change Management, and Asset Management, aligning with their standards.


What is SymphonyAI Summit Service Management?

SymphonyAI Summit, founded in 2015 and based in Pune, India, specializes in providing AI-driven solutions for IT operations management. Their primary offering, SymphonyAI Summit, is an IT Service Management solution that conforms to ITIL standards and features advanced AI-powered digital agents and automated services.

Moreover, the organization diversifies its product lineup to include an IT Asset Management (ITAM) solution, contributing to Lifecycle Management, cost oversight, and the mitigation of unnecessary procurements.

What users like from SymphonyAI Summit Service Management

SymphonyAI Summit Service Management has garnered favorable reviews from sources such as Gartner. Let's examine several of the benefits emphasized in these reviews.

  • Asset Management - The platform's IT Asset Management features provide users with a comprehensive and engaging experience. Features like mail-to-ticket and mail-to-service request (SR) functionality, coupled with its extensive ITAM tools, enhance the platform's efficiency in Asset Management processes.
  • Features and capabilities - Users highly regard the platform for its comprehensive range of functionalities. Its adherence to ITIL standards, built-in reporting capabilities, easy-to-use ticket relationship management, automation capabilities achieved through orchestration, and integration of AI all contribute to its attractiveness.
  • User experience - Consistently, users express appreciation for SymphonyAI Summit Service Management's user-friendly interface, well-organized dashboard layout, and overall commitment to simplicity.
  • Training and support - The training team receives high praise for their expertise and effectiveness in knowledge transfer. The platform's support services are known for their timeliness and ability to address users' inquiries and challenges promptly.
  • .Multichannel engagement - The software excels in automating workflows and seamlessly connecting Incident Requests (IR), Service Requests (SR), and Change Requests (CR) with assets and configuration items. Its robust resource management capabilities enable efficient handling of a multitude of resources.
  • Flexibility and adaptability - This solution empowers users to effortlessly oversee workflows and support, allowing dynamic adjustments to meet evolving requirements. Implementing suggestions is a straightforward process, fostering a culture of continuous improvement. Users also value the platform's ease in configuring changes, conditions, and validations.
  • Cost-effective solution - SymphonyAI Summit Service Management stands out for its cost-effectiveness compared to competitors. Considering its robust features and capabilities, users find the platform's pricing structure to offer excellent value.

What users don’t like from SymphonyAI Summit Service Management

While SymphonyAI Summit Service Management has numerous strengths and positive qualities, certain platform aspects have raised user concerns and criticisms. These observations are based on assessments conducted by sources like Gartner. Let's explore some of the issues that have come to the forefront.

  • Responsiveness concerns - Another prevalent issue revolves around the performance of the web interface. Users have reported problems related to speed and overall responsiveness. Additionally, there have been instances where attention seems to shift away from essential enhancements.
  • Configuration challenges - Concerns have been expressed regarding the platform's configuration, workflow, and administrative capabilities, with some users feeling that these aspects require improvement and enhancement.
  • Performance and accessibility issues - Users have identified accessibility problems, noting instances where the tool becomes inaccessible for extended periods and experiences significant performance slowdowns. There have also been suggestions to improve application response times.
  • Limitations in customization flexibility - Although the platform does offer customization options, users have reported encountering specific constraints that hinder their ability to achieve desired levels of customization in certain areas.
  • Reliability questions - Some users have raised doubts about the product's reliability, suggesting more rigorous testing is needed to enhance overall stability.
  • Customer support dissatisfaction - Certain users have voiced their discontent with the platform's customer support. Their concerns encompass delays in service requests for generating reports, extended support timelines, and difficulties related to bug resolution and product updates.
  • Bugs and conflicts - Reports of bugs causing conflicts between different teams' workspaces have surfaced, affecting the overall reliability and stability of the system.
  • Additional user suggestions - Users have highlighted a couple of specific points for consideration. Firstly, there is a desire for an alert or reminder feature within the platform. Secondly, comments have arisen regarding the need for improved platform documentation.
  • Cost and licensing considerations - Some users find the licensing costs relatively high, leading to comparisons with other tools available in the market.

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

SymphonyAI Summit Service Management presents a compelling argument compared to SolarWinds, offering several key advantages that set it apart. Let's explore its key features.

  1. Effective Asset Management - SymphonyAI Summit Service Management provides a comprehensive and engaging experience in IT Asset Management. It offers features like mail-to-ticket and mail-to-service request functionality alongside a comprehensive suite of ITAM tools.
  2. Functionality and features - SymphonyAI Summit Service Management offers a broad spectrum 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 garners positive feedback for its user-friendly interface, easily navigable dashboard, and a strong commitment to simplicity. 

  4. 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.
  5. 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. 

  6. 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. 

  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 SolarWinds?

Example of SolarWinds Web Help Desk's interface.

SolarWinds Corporation specializes in developing software for monitoring IT systems. Its primary offering, SolarWinds Service Desk, is a cloud-based IT Service Management platform. It provides tools like automation, self-service capabilities, IT Asset Management features, and integrations to streamline IT tasks and enhance efficiency. This platform encompasses modules for managing incidents, problems, releases, and changes, along with a Configuration Management Database (CMDB). Furthermore, users can create tailored reports to gain operational insights.

What users like from SolarWinds

Customers have highlighted numerous positive aspects of SolarWinds Service Desk in reviews from sources like Gartner. Let's delve into some of the benefits customers and experts have emphasized.

  • Customization and integration opportunities - Users place great importance on the customization options available within SolarWinds Service Desk, which empower them to tailor the platform to their specific needs. The platform's integration capabilities with other tools and services are also lauded for their effectiveness.
  • Intuitive user experience - Users consistently commend the user-friendly interface and the ease with which they can navigate SolarWinds Service Desk. This accessibility extends to both technical and non-technical users, contributing to a positive experience.
  • Enhanced efficiency and productivity - Users have reported tangible improvements in efficiency and productivity resulting from SolarWinds Service Desk. It accomplishes this by streamlining IT operations and facilitating effective incident resolution.
  • Comprehensive ITSM features - Users appreciate the platform's extensive feature set, encompassing Incident Management, Problem Management, Change Management, Asset Management, and service catalog. The platform's all-encompassing nature is highly valued.
  • Effective IT Asset Management - Users hold the Asset Management capabilities of the software in high regard. These capabilities enable them to effectively track hardware, software, licenses, and contracts, contributing to improved Asset Management.

What users don’t like from SolarWinds

While SolarWinds Service Desk has many strengths and positive attributes, it's essential to acknowledge that customers have raised specific criticisms and concerns about the platform. We'll now examine some issues that have come to light by evaluating sources such as Gartner.

  • Challenges in initial setup and implementation - Some users have mentioned that the initial setup and implementation process of SolarWinds Service Desk can be time-consuming, particularly when importing existing inventory data.
  • Search functionality limitations - Users have noted limitations in the search functionality of SolarWinds Service Desk, suggesting room for improvement to enhance user efficiency.
  • Limited customization options - Some users have pointed out that the platform's customization options are currently limited and could benefit from expansion to accommodate a wider range of user needs.
  • Reporting functionality limitations - Users desire enhanced reporting capabilities and more in-depth analytics within SolarWinds Service Desk, indicating room for improvement in this area.
  • Complex workflow - Certain users have found the workflow within the software to be somewhat complex or cumbersome, potentially affecting the user experience.
  • Integration with third-party apps - Users have suggested room for improvement in the platform's support for third-party integrations, indicating a desire for a more seamless integration experience.
  • Localization and language support - Users have recommended improvements in the platform's support for multiple languages, and localization features to better cater to a diverse user base.
  • Additional features desired - Users have expressed a desire for additional features to be added to the tool, including a calendar booking system, webhooks for integration purposes, and enhanced functionality on the mobile app, indicating potential areas for further development.

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

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

  1. Customization and integration opportunities - SolarWinds Service Desk shines with its robust customization options, allowing users to tailor the platform precisely to their specific requirements. Moreover, the platform's integration capabilities are lauded for their effectiveness in seamlessly connecting with other tools and services, enhancing overall workflow efficiency and adaptability.

  2. Intuitive user experience - SolarWinds Service Desk consistently receives praise for its intuitive user experience. Whether technical or non-technical, users commend the user-friendly interface that simplifies navigation. 

  3. Enhanced efficiency and productivity - Users report tangible improvements in efficiency and productivity with SolarWinds Service Desk. The platform achieves this by streamlining IT operations, facilitating effective incident resolution, and providing a conducive environment for swift task execution.

  4. Comprehensive ITSM features - SolarWinds Service Desk stands out for its extensive ITSM features. It offers various functionalities that equip organizations with a complete toolkit to manage their IT operations effectively.

  5. Effective IT Asset Management - SolarWinds Service Desk's ITAM capabilities are held in high regard by users. These capabilities empower organizations to track hardware, software, licenses, and contracts efficiently. This robust ITAM functionality significantly improves Asset Management practices and resource optimization.


Considering InvGate Service Desk as an ITSM solution alternative



While SymphonyAI Summit Service Management and SolarWinds are well-established competitors in the ITSM sector, exploring alternative solutions that better match your organization's specific needs is crucial. In this context, InvGate Service Desk emerges as a compelling option that merits careful consideration. 

Let's examine the advantageous features of InvGate Service Desk that position it as a valuable choice for meeting your ITSM requirements.

Simplified configuration and setup

InvGate Service Desk offers an uncomplicated configuration and setup process, utilizing a no-code/low-code approach. This approach enables novices and experienced users to implement the system without extensive technical expertise. The platform expedites setup by providing straightforward configuration options, allowing organizations to harness its robust ITSM capabilities quickly.

Robust Ticketing and Incident Management

Example of the Ticket Management view on InvGate Service Desk.

InvGate Service Desk excels in offering robust Ticketing and Incident Management capabilities. It simplifies the tracking, collaboration, and resolution of tickets, enabling IT teams to handle and prioritize incidents efficiently. Features such as automated ticket routing, customizable workflows, and SLA Management significantly enhance incident resolution efficiency.

Exceptional user experience


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

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, enabling IT teams to analyze data, identify trends, and make informed decisions to enhance their services.

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 various IT services, and utilize self-help resources, reducing the workload on IT staff.

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.

Customization and flexibility

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

Purpose-built for ITSM, perfect for ESM

InvGate Service Desk is purpose-designed for ITSM while seamlessly extending its capabilities to Enterprise Service Management (ESM). This empowers operational departments to enhance their processes and fully embrace digital transformation. With a primary focus on ITSM and strong performance in ESM, InvGate Service Desk facilitates streamlined workflows and comprehensive digital transformation initiatives across all departments.

Cost-effective solution

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

ITIL-certified readiness

InvGate Service Desk has achieved ITIL4 certification from PINK Elephant, underscoring 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.

Fast ROI and ongoing innovation

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

Next steps

In IT Service Management, the choice between SymphonyAI Summit Service Management vs. SolarWinds is a pivotal one that can significantly impact your organization's IT services and overall efficiency.

However, since ITSM tools are vast, you should consider other alternatives. InvGate Service Desk stands out as a powerful option. Explore our live demo to experience how this platform can enhance your business operations, streamline ITSM, and contribute to your organization's success. 

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