TrustRadius

GLPI vs. SymphonyAI IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
GLPI
Score 9.3 out of 10
Mid-Size Companies (51-1,000 employees)
GLPI is an IT Service Management software based on open source technologies. It is a suite for IT, project, financial and user management. GLPI can support companies of any size, and offers both on-premises and cloud (SaaS) solutions.
$23
per IT agent/per month
SymphonyAI IT Service Management
Score 9.3 out of 10
N/A
Symphony SummitAI, formerly the Summus IT Management Suite, is an ITSM and system monitoring offering from the company of the same name in Palo Alto.N/A
Pricing
GLPISymphonyAI IT Service Management
Editions & Modules
GLPI Network Cloud
$23
per IT agent/per month
Basic
$1,455
for <10 IT agents; <500 IT assets
Standard
$4,365
for <50 IT agents; < 5000 IT assets
Advanced
$14,550
for >51 IT agents; > 5001 IT assets
No answers on this topic
Offerings
Pricing Offerings
GLPISymphonyAI IT Service Management
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup Fee$1,200 per installationNo setup fee
Additional DetailsPrices for on-premises support L.3 and editor´s guarantee depends on the number of IT agents and IT assets. The price for GLPI Network Cloud is unique price per IT agent/per month. IT assets are free of charge and unlimited on GLPI Network Cloud. End users are free of charge for both options.—
More Pricing Information
Community Pulse
GLPISymphonyAI IT Service Management
Considered Both Products
GLPI
SymphonyAI IT Service Management
Verified User
Anonymous
Chose SymphonyAI IT Service Management
365 Audits is used for handling Audit things which help us to provide monthly logs to auditor to track the changes and verify the things. If anything goes non-compliance, then they track with this tool and helps the organization to stop this activities and improve daily things …
Verified User
Anonymous
Chose SymphonyAI IT Service Management
Gone through other tools with other colleagues, but found that SymphonyAI IT Service Management can be used as user friendly tool and easy to understand the flow of the application.
RN
Ramya Nemani
Application Support Engineer
Chose SymphonyAI IT Service Management
Symphony Summit has user friendly design and processes, easy to navigate and understand too.
Verified User
Anonymous
Chose SymphonyAI IT Service Management
Becuase it is easy to setup and manage. We require only one manpower to handle this tool which is good for orginzation point of view. It is also easy to create new workflows, workgroups in this tool which is helpful for us in saving of time.
Verified User
Anonymous
Chose SymphonyAI IT Service Management
The main reason for choosing Symphony Summit is the customization. We wanted to have a separate tool for our business unit. Compared to ServiceNow, which requires a license to approve a request, Symphony does not require a license. In addition, it is much easier to customize …
DP
Dushyant Pathak
Software Engineer
Chose SymphonyAI IT Service Management
SymphonyAI has a better interface and UX and a richer set of AI-powered features.
Verified User
Anonymous
Chose SymphonyAI IT Service Management
Ive used ServiceNow before which I believe is a similar application. Both provide basic support reporting tools, but SymphonyAI IT Service Managements tool appears to more user friendly and is quicker

The reporting tool for SymphonyAI IT Service Management also seems to be …
MK
Manujeet Kumar
Technical Lead
Chose SymphonyAI IT Service Management
It is providing single platform for all ITSM and ITAM functions under ITIL framework.
NS
Nishikanta Sahoo
Head - Production Support
Chose SymphonyAI IT Service Management
On the demo, we find the system is better than other app. this has better UI and the best workflow available, and the user can define or customize his own report. Users can add more fields in the app. you can define your own workflow .find more user-friendly than …
Verified User
Anonymous
Chose SymphonyAI IT Service Management
Incident workflow management is better in Symphony SummitAI.
Deepak GB | TrustRadius Reviewer
Deepak GB
AGM- IT
Chose SymphonyAI IT Service Management
Product fared really good in terms of end user usage and hence picked it as t was worth spending the money.
Verified User
Anonymous
Chose SymphonyAI IT Service Management
Symphony Summit is certainly cost-effective in comparison to ServiceNow but their solution is not mature and is buggy.
Verified User
Anonymous
Chose SymphonyAI IT Service Management
Symphony is the best ticketing tool and is efficient.
LM
LALIT MADAN
SR. GENERAL MANAGER - IT/SAP
Chose SymphonyAI IT Service Management
Better dashboard and better MIS report for the IT manager.
AC
Anand Chaudhuri
CIO (Chief Information Officer)
Chose SymphonyAI IT Service Management
Symphony submit has lot of limitation . For example we can not change the password of Admin Account of Desktop. Email to ticket we can not attach documents
Verified User
Anonymous
Chose SymphonyAI IT Service Management
Symphony SummitAI cloud Implementation was chosen over HP ITSM because it provided a ready-to-implement functionality for the service management modules with minimal scripting and administration. The easy GUI also enabled the rapid implementation of the product for digitalizing …
Features
GLPISymphonyAI IT Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
GLPI
9.0
Ratings
10% above category average
SymphonyAI IT Service Management
8.8
Ratings
8% above category average
Organize and prioritize service tickets10.00 Ratings8.60 Ratings
Expert directory8.00 Ratings8.80 Ratings
Self-service tools9.00 Ratings8.30 Ratings
ITSM collaboration and documentation8.00 Ratings9.60 Ratings
ITSM reports and dashboards10.00 Ratings9.90 Ratings
Service restoration00 Ratings8.60 Ratings
Subscription-based notifications00 Ratings7.90 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
GLPI
8.5
Ratings
3% above category average
SymphonyAI IT Service Management
9.0
Ratings
9% above category average
Configuration mangement9.00 Ratings8.30 Ratings
Asset management dashboard8.00 Ratings8.90 Ratings
Policy and contract enforcement00 Ratings9.80 Ratings
Change management
Comparison of Change management features of Product A and Product B
GLPI
9.5
Ratings
12% above category average
SymphonyAI IT Service Management
9.4
Ratings
11% above category average
Change requests repository9.00 Ratings8.30 Ratings
Service-level management10.00 Ratings9.90 Ratings
Change calendar00 Ratings9.90 Ratings
Best Alternatives
GLPISymphonyAI IT Service Management
Small Businesses
Agiloft Service Desk (discontinued)
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Score 9.0 out of 10
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Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
GLPISymphonyAI IT Service Management
Likelihood to Recommend
9.0
(0 ratings)
8.9
(0 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(0 ratings)
Usability
9.0
(0 ratings)
-
(0 ratings)
User Testimonials
GLPISymphonyAI IT Service Management
Likelihood to Recommend
GLPI is
well suited to an on prem environment, I work for a company that values open-source
software and European solutions.
I have no
experience with GLPI cloud hosted solution or their support as we have in house
devs that fix and improve our installation, their community in the support forum
is excellent if you have a question or want advice on an issue.
Verified User
Anonymous
Read full review
If the organization has a plan for the HelpDesk team and has active complaints, then this tool is suitable for Help Desk management. If you have many assets (more than 500), then managing those assets is a good business use case. If you have infrastructure on-premises and manage all of it, then you would need Change management.
Verified User
Anonymous
Read full review
Pros
  • Tickering
  • Inventory
  • FAQ
Víctor Carrión Hontoria | TrustRadius Reviewer
Read full review
  • Service Catalog - Configuration of Catalogs and approvals flow in the SymphonyAI IT Service Management, which helps an organization for maintaining a structured way of organizing and completing the requests with a good manner
  • Publishing of knowledge records - Which helps in avoiding the creation of incidents by referring the Knowledge records
  • Publishing of Problem records - Which is created by analyst after analyzing the repeated issue, so that user can avoid creating the repeated issue like incidents
Verified User
Anonymous
Read full review
Cons
  • Lack of auto update mechanism.
  • Admin interface is somewhat dated.
Verified User
Anonymous
Read full review
  • Business Rule Designer - Since it has many automation we are unable to use it properly, because of BRD related jobs not getting executed
  • Creation of sub tenant under tenant
  • 5 why analysis method in the problem management can be designed more efficiently rather than its designed now
Verified User
Anonymous
Read full review
Likelihood to Renew
No answers on this topic
The overall satisfaction is great and it offers great features. By expanding to using AI feature of Symphony Summit, we look forward to automate even ticket tracking and ticket resolution. The support provided by the symphony SummitAI team is also robust compared to industry standards and the team also conducts regular reviews to find out any dissatisfaction from the clients.
Verified User
Anonymous
Read full review
Usability
We’ve used
GLPI for many years and the interface has gotten better with every major
release, the dashboard is easy to use and customizable.

With the
massive catalogue of plugins, you can change or add so many features and if you
have the right team, you can turn it into a completely unique piece of
software.

So, if the
default setup isn’t to your liking you can tweak it extensively.
Verified User
Anonymous
Read full review
No answers on this topic
Alternatives Considered
We selected GLPI because it is free software, and because of the potential it expected to have. We do not consider other alternatives.
Víctor Carrión Hontoria | TrustRadius Reviewer
Read full review
365 Audits is used for handling Audit things which help us to provide monthly logs to auditor to track the changes and verify the things. If anything goes non-compliance, then they track with this tool and helps the organization to stop this activities and improve daily things to stop non-compliance things.
Verified User
Anonymous
Read full review
Return on Investment
  • No cost upfront apart from hosting
  • Extensive plugin catalogue to add new features without any cost
  • No maintenance cost unless you need support.
Verified User
Anonymous
Read full review
  • When rolled out in its entirety, SymphonyAI is expected to directly reduce the CTC of technical user support by 40%.
  • SymphonyAI has dramatically improved user experience, helping NPS levels cross over 60%.
  • It has been instrumental in deploying workflows to production by more than 50%.
DP
Dushyant Pathak
Software Engineer
Read full review
ScreenShots

GLPI Screenshots

Screenshot of Dashboards for Asset Management and HelpdeskScreenshot of Asset ManagementScreenshot of Asset management: item viewScreenshot of User managementScreenshot of Helpdesk: Kanban viewScreenshot of Helpdesk

SymphonyAI IT Service Management Screenshots

Screenshot of an example of the AI-powered IT and enterprise service workflows available on the platform.Screenshot of the service portal, designed to make it easy for end users to get all their service issues addressed. By consolidating the user’s service needs into one place, users can find what they need quickly and easily.Screenshot of employee self-service, where employees can get answers and help. This helps to reduce call deflection and improve service experience.Screenshot of digitized work processes.Screenshot of the administration interface to launch new services. These can be rolled out with a few drag and drops using the Design Studio that includes 50 built-in modern controls to build forms, workflows, business rules and SLAs of any complexity.Screenshot of the 24/7 Omnichannel service desk experience. This delivers always on, natural language service experience to users with the AI-powered SymphonyAI Digital Agent. The agent features auto-resolve capabilities, multichannel support, and advanced natural language understanding.