SymphonyAI Summit Service Management vs. TOPdesk

Brenda Gratas November 1, 2022
- 18 min read

Are you currently grappling with choosing between SymphonyAI Summit Service Management vs. TOPdesk for your organization's IT Service Management (ITSM) needs? In the ever-expanding landscape of ITSM solutions, making the right choice can be a formidable challenge. You're trying to discover the ITSM platform that aligns seamlessly with your organization's requirements.

In this blog post, we’ll embark on a thorough ITSM tools comparison of these two prominent contenders in the realm of ITSM. 

However, neither of these platforms may fully cater to your organization's unique needs. That’s why we have an alternative solution—InvGate Service Desk. This robust service desk software solution not only streamlines service delivery but also empowers organizations to thrive in the dynamic world of ITSM.

Keep reading to find the perfect ITSM solution for your organization's needs.


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.

  • For TOPdesk, customers like the collaboration capabilities and user-friendly interface, as well as its configuration and customization options. On the contrary, they don't like the challenges with Knowledge and Change Management, the complexity in setup and configuration, and the outdated appearance.

  • Lastly, InvGate Service Desk is recognized for its flexibility and scalability, Low-Code/No-Code capabilities, and ease of use. In addition, it offers multiple automation features, native, third-party, and API integrations, short implementation times, and outstanding support.


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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 assessing IT Service Management solutions, potential buyers focus on specific features that align with their organization's needs. Understanding these desired functionalities is crucial for making informed decisions. 

Let's delve into the key aspects prospective buyers commonly consider when comparing ITSM tools.

  1. Scalability and personalization - Organizations with evolving needs prioritize solutions that can adapt to their growth and allow customization. Buyers look for the ability to create custom fields, workflows, and extensions/plugins to cater to their specific business requirements.

  2. User-friendly experience and interface - Ease of use and interface design are critical factors for buyers. They value a user-friendly platform with an intuitive interface that enhances user adoption and productivity. Mobile accessibility is also essential for organizations with remote or mobile workforces.

  3. Ticket Management System - Prospective buyers place significant importance on a comprehensive Ticket Management system within the help desk software. This feature enables the efficient tracking, assignment, and resolution of customer inquiries and support requests.

  4. Support automation and Workflow Management - Buyers actively seek software solutions that offer automation capabilities to streamline routine tasks, such as ticket routing, approvals, and escalations. These automation features contribute to increased efficiency and productivity.

  5. Self-service portal and knowledge base - The inclusion of a self-service portal is highly valued because it empowers end-users to independently resolve common issues and access relevant information without needing direct assistance.

  6. Customization and adaptability - Buyers appreciate software solutions that can be tailored to their business needs. This ensures that the software aligns with their unique workflows and processes, leading to greater user satisfaction and overall effectiveness.

  7. Simplified IT service catalog - Organizations often require a straightforward IT service catalog that offers a centralized platform for users to request specific IT services or resources. This feature simplifies service requests, enhances visibility, and aids in efficient service delivery management.

  8. Seamless integration capabilities - The ability to seamlessly integrate with other systems and applications is a critical requirement for buyers. They seek smooth data flow and automated processes, valuing the capability to integrate with existing tools and platforms for improved efficiency and a unified user experience.

  9. Informative reporting - Buyers seek help desk software equipped with robust reporting tools, such as dashboards and reports. These features provide valuable insights into IT operations and performance, facilitating informed decision-making and continuous service improvement.

  10. Efficient IT Asset Management - Users prioritize software that offers robust IT Asset Management (ITAM) capabilities. This helps them maintain accurate inventories and optimize resource utilization within their organizations.

  11. ITIL compliance - Adhering to ITIL best practices is a priority for many organizations. Buyers may prioritize solutions that support ITIL processes, including Incident Management, Problem Management, Change Management, and Asset Management.

  12. Cost and support - Buyers consider the solution's cost-effectiveness, including licensing models, subscription plans, and additional costs for features or users. Reliable customer support, comprehensive documentation, and accessible training resources also influence decision-making.


What is SymphonyAI Summit Service Management?

SymphonyAI Summit Service Management is an ITSM solution offered by SymphonyAI Summit, a company established in 2015 and headquartered in Pune, India. This tool is designed to adhere to ITIL standards and is infused with advanced AI-driven digital agents and automated services. 

Furthermore, SymphonyAI Summit has diversified its product portfolio to include an IT Asset Management (ITAM) solution, which supports various aspects, including Lifecycle Management, expenditure control, and the prevention of unnecessary acquisitions.

What users like from SymphonyAI Summit Service Management

SymphonyAI Summit Service Management has garnered favorable customer reviews from sources like Gartner. Let's delve into some of the highlighted advantages mentioned in these evaluations.

  • User-friendly experience - Users consistently praise SymphonyAI Summit Service Management for its user-friendly interface, intuitive dashboard layout, and unwavering commitment to simplicity.
  • Rich feature set - Users highly appreciate the platform's comprehensive range of features. The tool's adherence to ITIL standards, pre-built reporting capabilities, user-friendly management of ticket relationships, automation through orchestration, and integrated AI functions all contribute to its appeal.
  • 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-handling capabilities facilitate efficient management of a wide range of resources.
  • Flexibility and adaptability - The solution empowers users to manage workflows and support effortlessly, enabling them to make dynamic adjustments to meet evolving requirements. Implementing suggested changes is a straightforward process, promoting a culture of continuous improvement. Users also value the platform's simplicity in configuring alterations, conditions, and validations.
  • Asset Management excellence - The platform's ITAM capabilities provide users with a comprehensive and user-friendly experience. Features such as mail-to-ticket and mail-to-service request (SR) functionality, combined with extensive ITAM tools, enhance the platform's efficiency in Asset Management processes.
  • Training and support - The training team is highly commended for their expertise and effectiveness in knowledge transfer. The platform's support services are known for their timeliness and ability to address users' queries and challenges promptly.
  • Cost-effective solution - SymphonyAI Summit Service Management is recognized for its cost-effectiveness compared 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 many strengths and positive attributes, users have expressed reservations and criticisms about certain platform aspects. These observations have been gleaned from reviews in sources such as Gartner. Let's explore some of the issues that have received attention. 

  • Limitations in customization flexibility - While 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.
  • Configuration challenges - Some users have raised concerns regarding the platform's configuration capabilities, workflow management, and administrative functions. They suggest that these areas could benefit from improvements and enhancements.
  • Reliability doubts - The platform's reliability has come under scrutiny from certain users, prompting calls for more rigorous testing to enhance overall stability.
  • Responsiveness concerns - Another prevalent concern revolves around the performance of the web interface. Users have reported issues related to speed and overall responsiveness. There have also been instances where essential enhancements appeared to receive insufficient attention.
  • Performance and accessibility issues - Users have drawn attention to accessibility problems, including instances where the tool becomes inaccessible for extended periods and experiences significant performance slowdowns. There have been suggestions to enhance application response times.
  • Bug-related problems - Reports of bugs causing conflicts between different teams' data containers have emerged, affecting the overall reliability and stability of the system.
  • Customer support shortcomings - Some users have expressed dissatisfaction with customer support. Their concerns encompass delays in service requests for reports, extended support timelines, and difficulties related to bug resolution and product updates.
  • Costs and licensing - A segment of users finds the licensing costs relatively high, leading to comparisons with other tools available in the market.
  • Additional recommendations - Users have put forth a couple of specific suggestions. Firstly, they express a desire for an alert or reminder feature within the platform. Secondly, there have been comments regarding the need for improved platform documentation.

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

SymphonyAI Summit Service Management presents a compelling case when compared to TOPdesk, especially in key areas where it excels.

  1. User-friendly experience - Users consistently commend SymphonyAI Summit Service Management for its user-friendly interface, intuitive dashboard layout, and unwavering commitment to simplicity. 

  2. Rich feature set - SymphonyAI Summit Service Management offers a comprehensive range of features that users highly appreciate, contributing to its appeal. 

  3. Multichannel engagement - SymphonyAI Summit Service Management excels in automating workflows and seamlessly connecting various requests with assets and configuration items, offering robust resource-handling capabilities.

  4. Flexibility and adaptability - SymphonyAI Summit Service Management empowers users to manage workflows and support effortlessly, allowing dynamic adjustments to meet evolving requirements.

  5. Asset Management excellence - SymphonyAI Summit Service Management's ITAM capabilities provide a comprehensive and user-friendly experience. 

  6. Training and support - The training team associated with SymphonyAI Summit Service Management is highly commended for their expertise and effectiveness in knowledge transfer. Additionally, the platform's support services are known for their timeliness and ability to address users' queries and challenges promptly. 

  7. Cost-effective solution - SymphonyAI Summit Service Management is recognized for its cost-effectiveness compared to its competitors, offering a pricing structure that provides robust features and capabilities.


What is TOPdesk?



TOPdesk IT Service Management is a software solution developed by the Dutch company TOPdesk. Its primary objective is to enhance the efficiency and effectiveness of IT support services. By integrating customer requests, IT assets, and workflows into a user-friendly platform, TOPdesk ITSM streamlines the support process for IT agents and ensures a seamless and satisfying customer service experience.

With TOPdesk ITSM, organizations can effectively oversee a range of IT service activities, including Incident Management, Problem Management, Change Management, and Request Management.

What users like from TOPdesk

TOPdesk has garnered positive customer feedback in reviews from sources like Gartner for its numerous advantages. Here are some of the benefits that have been emphasized.

  • User-friendly interface - TOPdesk ITSM boasts an intuitive interface designed for ease of use, enabling IT agents to navigate and complete tasks effortlessly.
  • Versatility and integration - TOPdesk ITSM is a versatile solution that seamlessly integrates with other tools, enhancing its functionality and making it a valuable addition to any IT department.
  • Stability and reliability - The software ensures stability and reliability, guaranteeing uninterrupted delivery of IT services.
  • Powerful functionality - The tool features a robust engine and dynamic features, enabling efficient and effective IT Service Management.
  • Enhanced collaboration - The software promotes seamless communication and efficient troubleshooting through its collaboration capabilities, fostering collaboration among operators and departments.
  • User-friendly self-service - The self-service portal is user-friendly, simplifying the process for customers to request assistance or report issues effortlessly.
  • Configuration and customization - TOPdesk ITSM is highly configurable and customizable, empowering organizations to tailor the software to their specific needs and requirements.
  • API capabilities - The platform offers API capabilities for automation and seamless integration with other systems, streamlining ITSM processes.
  • Responsive customer support - TOPdesk offers prompt and helpful customer support, ensuring that any issues or concerns are quickly addressed with efficient response times.
  • Asset and Inventory Management - The software includes comprehensive IT Asset Management (ITAM) functionality and Inventory Management, providing IT departments with a holistic view of their assets.
  • Information provisioning - TOPdesk keeps organizations informed about new features and developments, ensuring they stay up-to-date.
  • All-in-one Service Management - TOPdesk ITSM serves as an all-in-one solution for Service Management, offering organizations a comprehensive and integrated platform to meet their IT service needs.

What users don’t like from TOPdesk

While TOPdesk has significant strengths, certain areas have drawn criticism and customer dissatisfaction, as evidenced by reviews from sources such as Gartner. Here are some of the areas of concern that have been raised.

  • Implementation delays and consulting service issues - Certain users have experienced delays in implementation and encountered issues with consulting services, affecting the software's adoption. 
  • Functionality and usability improvements needed - Certain software modules or components require additional development to enhance their functionality and usability, addressing user feedback and improving overall performance.
  • Complex setup and configuration - Some users have faced challenges in setting up and configuring specific functionalities, resulting in time-consuming and frustrating experiences that could benefit from streamlined processes.
  • Issues with front-end aesthetics and customization - Some users have encountered challenges with front-end aesthetics and customization options, negatively impacting user satisfaction. 
  • Challenges with Knowledge and Change Management Systems - A subset of users has encountered difficulties with the Knowledge Management and Change Management Systems, indicating the necessity for further development to enhance their effectiveness.
  • Improvement needed in reporting and dashboard options - Users have expressed a desire for improved reporting and dashboard options to gain more valuable insights and data. 
  • Lack of flexibility in personal and group settings: - The software's personal and group settings lack flexibility, restricting user customization options. 
  • Challenges with email triggers - Users have reported difficulties creating email triggers based on workflows, leading to communication delays. 
  • Inconvenient task separation - The separation of tasks across different modules can be inconvenient and confusing for users. 
  • Slow release of updates for Asset Management - Updates for Asset Management have been released sluggishly, hindering the ability to stay current with the latest developments. 
  • Missed features compared to competitors - Users have noticed that TOPdesk lacks certain features or functionalities, impacting its competitiveness in the market. 
  • Outdated appearance - Users have expressed dissatisfaction with the outdated look and feel of TOPdesk.

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

TOPdesk presents a strong argument compared to SymphonyAI Summit Service Management, particularly in areas where it excels.

  1. User-friendly interface - TOPdesk is known for its intuitive and user-friendly interface, ensuring a smooth workflow.

  2. Versatility and integration - TOPdesk is a versatile solution that seamlessly integrates with other tools, making it a valuable addition to any IT department and enhancing its functionality. 

  3. Stability and reliability - TOPdesk ensures stability and reliability, guaranteeing uninterrupted delivery of IT services. 

  4. Powerful functionality - TOPdesk has a robust engine and dynamic features, enabling efficient and effective IT Service Management. 

  5. Collaboration capabilities - TOPdesk facilitates seamless communication and efficient troubleshooting through its collaboration features, which may enhance teamwork and problem-solving.

  6. User-friendly self-service portal - TOPdesk's self-service portal is designed to be user-friendly, allowing customers to request assistance or report issues effortlessly.

  7. Configuration and customization - TOPdesk is highly configurable and customizable, enabling organizations to tailor the software to meet their needs and requirements. 

  8. API capabilities for automation - TOPdesk offers API capabilities that enable automation and seamless integration with other systems, streamlining ITSM processes. 

  9. Responsive customer support - TOPdesk is recognized for its prompt and effective customer support, ensuring that issues or concerns are quickly addressed with efficient response times. 


Considering InvGate Service Desk as an ITSM solution alternative



While SymphonyAI Summit Service Management and TOPdesk stand out as prominent competitors in the ITSM industry, exploring alternative solutions that align closely with your organization's unique needs is essential. In this context, InvGate Service Desk is a compelling option that warrants thorough consideration. 

Now, let's delve into the extensive features of InvGate Service Desk that position it as a valuable choice for meeting your organization's ITSM requirements.

Simplified configuration and setup

InvGate Service Desk streamlines the configuration and setup process, employing a no-code/low-code approach. This user-friendly method enables novice and experienced users to implement the system without requiring extensive technical expertise. The platform offers straightforward configuration options, facilitating the swift harnessing of its potent ITSM capabilities.

Exceptional user experience


InvGate Service Desk strongly emphasizes delivering an outstanding user experience through meticulous design and adherence to UI/UX best practices. Its intuitive interface promotes rapid adoption and reduces the need for extensive training, ensuring a user-friendly design that maximizes productivity.

Robust Ticketing and Incident Management

Example of the Ticket Management view on InvGate Service Desk.

InvGate Service Desk offers powerful capabilities for efficiently tracking, collaborating on, and resolving tickets. IT teams can effectively handle and prioritize incidents with features like automated ticket routing, customizable workflows, and SLA Management.

ITIL-certified readiness

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

Customization and flexibility

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

Comprehensive Asset Management

By integrating InvGate Service Desk with InvGate Insight, organizations gain a comprehensive view of their IT ecosystem, enhancing service delivery and reducing downtime. InvGate Insight offers IT Asset Discovery, Inventory Management, Software License Management, and maintenance scheduling functionalities.

Strong self-service capabilities


InvGate Service Desk provides robust self-service functionalities, including a user-friendly 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, thereby reducing the workload on IT staff.

Focused on ITSM with ESM extension

InvGate Service Desk is purpose-built for ITSM and seamlessly extends its capabilities to Enterprise Service Management (ESM). This allows operational departments to enhance their processes and fully embrace the benefits of digital transformation. With a primary focus on ITSM and robust performance in ESM, InvGate Service Desk facilitates streamlined workflows and comprehensive digital transformation initiatives across all departments.

Comprehensive reporting and analytics

dashboards-customizables-en-invgate-service desk

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

Cost-effective solution

InvGate Service Desk delivers a cost-effective solution without compromising on functionality. It offers a comprehensive array of ITSM features at a competitive price, making it an attractive choice for organizations seeking affordability without sacrificing capabilities. Compared to alternatives like SymphonyAI Summit Service Management and TOPdesk, InvGate Service Desk balances cost and functionality.

Fast ROI and ongoing innovation

InvGate Service Desk ensures a rapid return on investment through efficient implementation processes. Within weeks, organizations can begin reaping 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. TOPdesk is indeed a significant one. 

However, it's crucial to remember that the ITSM landscape offers a variety of options, each with its unique strengths and capabilities. One such noteworthy option is InvGate Service Desk. This platform is a compelling choice with its streamlined functionalities, robust features, and commitment to enhancing IT services.

Explore our live demo to experience how this versatile ITSM solution can empower your organization, optimize IT services, and lay the foundation for a future-proof ITSM strategy.

Read other articles like this : ITSM tool comparison

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