SymphonyAI IT Service Management vs SysAid
SymphonyAI IT Service Management
symphonyai.com
SysAid
sysaid.comSide by side
| Figure | SymphonyAI IT Service Management | SysAid |
|---|---|---|
| Price from | $89/mo | $89/mo |
| Free plan | — | — |
| Free trial | — | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | Yes | Yes |
| Linux | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | Yes |
| Plans published | 2 | 2 |
| Spec score · Enterprise Service Management Software | 8.3 (#11) | 8.7 (#5) |
| Spec score · IT Problem Management Software | 8.3 (#16) | 8.7 (#10) |
| Spec score · IT Service Catalog Software | 8.3 (#11) | 8.6 (#7) |
| Spec score · IT SLA Management Software | 8.3 (#25) | 8.6 (#16) |
| Analytics | Executive and operational dashboards surface KPIs, SLA compliance, ticket trends, and analyst performance in real time. | Embedded Qlik BI provides service dashboards, 36 months of trend data, benchmarking and custom reports. |
| Deployment | GetApp says Summit can run in SymphonyAI cloud or a customer's Microsoft Azure instance. | SysAid offers Cloud and On-Premises delivery, and its FAQ says the Cloud edition includes some features unavailable on-premises. |
| Headquarters | Palo Alto, California, United States | Airport City, Israel |
| Integrations | Integration Hub advertises 1,000-plus apps, 1,500-plus runbooks and more than 40 integrations/connectors out of the box. | SysAid Connect combines native integrations, Workato recipes and a Microsoft Teams application; the marketplace lists integrations such as Jira, Confluence, PagerDuty and Pax8. |
| Rating on Apple App Store | 5.0 out of 5 from 1 rating | Apple says the app has not received enough ratings or reviews to display an overview. |
| Rating on Capterra | 4.4 out of 5 from 27 reviews | 4.5 out of 5 from 523 reviews |
| Rating on G2 | 4.6 out of 5 from 68 reviews | 4.5 out of 5 from 753 reviews |
| Rating on Gartner Peer Insights | 4.5 out of 5 from 1048 ratings | 4.5 out of 5 from 828 reviews |
| Rating on GetApp | 4.4 out of 5 from 27 reviews | 4.5 out of 5 from 523 reviews |
| Rating on Software Advice | 4.4 out of 5 from 27 reviews | 4.5 out of 5 from 522 reviews |
| Rating on TrustRadius | 9.4 out of 10 from 44 reviews and ratings | 8.8 out of 10 from 283 reviews and ratings |
| Security | The Security and Trust Center lists third-party compliance, certifications, and reports across SymphonyAI products, including ISO/IEC 27001, ISO/IEC 277001, SOC 2, CSA STAR, HIPAA, and GDPR. | The pricing page lists GDPR, CCPA, SOC 2 Type II, ISO 27001/27017/27018, MFA, SSO, SSL, DPA, and multi-region data residency. |
| Security certifications | The trust center lists ISO/IEC 27001, ISO/IEC 27701, SOC 2, CSA STAR, HIPAA and GDPR compliance or reports across products. | SysAid states that it holds independently audited SOC 2 Type II, ISO/IEC 27001 and ISO/IEC 27017 certifications. |
| What it does | SymphonyAI Apex Aspen combines AI-powered IT service management and asset management on one platform. | SysAid is an AI-powered IT service-management platform for service requests, incidents, workflows, assets and organizational service processes. |
Plans
SymphonyAI IT Service Management
- Basic$89 a month
- SymphonyAI IT Service Management (Apex Aspen)Priced on request
In their own words
SymphonyAI IT Service Management
SymphonyAI IT Service Management is a web offering built on Apex Aspen, an AI-powered enterprise IT service management platform. Its Employee Support Agent handles Tier-1 requests from intake through resolution, including password resets, software provisioning, and access requests. The product page says native automation can automate up to 80% of service requests. Employees can contact IT through web, mobile app, email, SMS, virtual agents, Slack, Teams, or WhatsApp. A drag-and-drop no-code interface supports workflows and forms across ITSM modules. The Integration Hub connects REST API-enabled systems through built-in workflows and describes access to 1,000+ apps and 1,500+ runbooks. Real-time dashboards show KPIs, SLA compliance, ticket trends, and analyst performance. One instance can isolate data, workflows, and SLAs for multiple business units, geographies, or customers. Translation works online and offline. Security materials list ISO/IEC 27001, ISO/IEC 277001, SOC 2, CSA STAR, HIPAA, and GDPR. Pricing is on request; demos are available.
SysAid
SysAid is an IT service management platform for handling incidents, requests, changes, and problems. It also covers IT asset management, including discovery, inventory, and monitoring, alongside a knowledge base, approval workflows, SLA management, and an employee portal. Plans include Copilot chatbots for end users and agents, AI automations, and prebuilt AI agents. SysAid Connect provides Workato integrations with more than 1,000 business applications, plug-in add-ons, and API access. Named AI connections include Azure AD, Intune, SharePoint, O365, Slack, and Salesforce. The platform lists GDPR, CCPA, SOC 2 Type II, ISO 27001/27017/27018, MFA, SSO, SSL, DPA, and multi-region data residency. Cloud and On-Premises delivery are available, although some features are Cloud-only. Mobile apps for iOS and Android support incident and request work. Professional costs $89 a month, billed at $89 agent/month, with 100K Workato credits and 250 managed assets. Enterprise pricing is custom and starts at 20 agents.