--- title: "Summit Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Summit the right IT Asset Management solution for you? Explore 27 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/146506/SUMMIT/reviews/" page_type: "reviews" language: "en" publication_date: "2026-10-21" --- Summit 4.4 (27) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated October 21st, 2026 # Reviews of Summit Ease of use 4.5 Customer Service 4.1 ## Pros and Cons in Reviews TL Tristan L Director of Deposit OperationsBanking, 51 - 200 employeesUsed the software for: Less than 6 months. “You have multiple methods to automate/integrate with SummitAI from central data repositories throughout the organization. “ November 14, 2022 FH Frannie H Service Account ManagerInformation Technology and Services, 201 - 500 employeesUsed the software for: 1-2 years. “It does not include a chat feature for contacting the Service Desk. “ April 12, 2022 TL Tristan L Director of Deposit OperationsBanking, 51 - 200 employeesUsed the software for: Less than 6 months. “The web services and email to SR integrations are extremely valuable features from a data integrations perspective. “ November 14, 2022 ## Showing most helpful reviews Showing 1-25 of 27 available reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Verified Reviewer Used the software for: 3-5 years ### "Excellent Product" August 24, 2017 5.0 Pros Very Helpful in managing Day to day activity can manage and track all the tickets raised internally. Review Source LA Louis A. Consultant Used the software for: 3-5 years ### "AI Powered ITSM Solution" December 3, 2022 5.0 Consulting and Implementation > Was great and admiring. The implementation and migration took 3 months overall. This shows their product and team capability.Support > There is a scope to improve on support. Pros AI Powered Chatbot with Auto resolving capability is my choice and we have achieved 60%requests are auto resolved with no manual effort and Summitai ITOM helped to achieve 85% of monitoring event tickets are auto resolved. This is a greatest milestone of Summitai. Cons We have enough and more of the features that helps day today. Obviously the UX can be improved for all End User facing screens. Switched from Our existing Products mentioned had limitation in architecture and design and Summitai was robust, scalable, highly available and Flexible. Summitai met our business needs. Integration and Automation capabilities are excellent and more than what we expected. Reasons for choosing Summit Our existing Products mentioned had limitation in architecture and design and Summitai was robust, scalable, highly available and Flexible. Summitai met our business needs. Integration and Automation capabilities are excellent and more than what we expected. Cost is another key factor that nailed this partnership Summitai Review Source Satellite Tech Operator Used the software for: Less than 1 year ### "SummitAI review Telecommunications" November 22, 2022 3.0 Overall experience with SummitAI was frustrating as not know how to do a long of things, had to do some trial and error on my side. Then trying to get some of the customer support in India to understand what we want it to do was very frustrating. Pros It has a lot of options you can choose from, very ideal for an IT company. Cons The product needs to be more customizable, to be able to be used in a non-IT business. The majority of support is out of India and the language barrier as far as the meaning of every word is just not there. The implantation team seen to just build what you ask for and not show you how to do things. As administrator it would be nice to be able to create and do things on you own. Switched from We had an out dated version and want to start from scratch with a more up to date system. Review Source Dy Systems Manager Used the software for: 3-5 years ### "Rajesh Konanki Hexaware Technologies Summit AI Consultant." December 2, 2022 4.0 It's very good product for ITSM modules and asset life cycle tracking under low budget. Pros I am very glad to give this review on Summit AI, last 7 years onwards i am working as a ITSM consultant and supporting Summit AI for multiple clients in Hexaware. I love Summit AI ITSM module. It's very user friendly for all end users, analysts and amins. I love Summit AI Asset management life. It's also user friendly for asset management team. Cons Below features we are expecting in Summit AI.1) List configuration. 2) Easy report on Service catalog variables.3) More user friendly on OLA engine.4) Discover suceess rate. Alternatives considered [Hardware Asset Management](https://www.capterra.com/p/253952/Asset-Management-Servicenow/)[ServiceNow IT Service Management](https://www.capterra.com/p/152874/ServiceNow-Knowledge-Management/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reasons for choosing Summit If costumer/client expecting more development and more customize choosing ServiceNow. Review Source JD Joyce D. Director, Service and Support Used the software for: 3-5 years ### "Summit AI has all the bells and whistles of the Big Guys without the Big Price" June 4, 2021 5.0 We are able to manage and achieve multiple SLA's across multiple tenants with a single solution. The Customer Satisfaction Survey (CSAT) process within the system works great and provides flexibility to have different questions for different customers. Pros When we were doing our search for an effective ITSM tool, we had a list of 75+ requirements and Summit was able to not only meet but demonstrate how each of the requirements was done in the system. The biggest issue we were facing was having multiple tenants in the same instance so that our technicians only needed to have 1 URL. Summit AI was able to meet this requirement and continue to do so 5 years later. Cons The one thing that would be beneficial to all customers is a public forum for users at all levels to share information and make product recommendations. Switched from Multi tenancy and tenant specific template needs. Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) Reasons for choosing Summit The others said they could meet our requirements but they were not able to do so with a single URL/instance for all analysts to use. Review Source Response from SymphonyAI Summit June 7, 2021 Hi Joyce! Thank you so much for the review. It's amazing how we've grown together! There is a new community that is available to our customers to share feedback and ideas. Please join us there: https://community.symphonysummit.com/ We'd love to hear from you and your team. Director of Deposit Operations Used the software for: Less than 1 year ### "Banking Institution - Core Operations Implementation" November 15, 2022 5.0 We enjoyed an excellent implementation experience. The implementation team was flexible in the approach to allow multiple methods of communicating requirements. We found wireframes the most valuable as it allowed us to communicate the build internally as well as communicate our requirements.We valued a large internal team build approach and wireframe work best for us for bulk communication of the build. Pros The web services and email to SR integrations are extremely valuable features from a data integrations perspective. You have multiple methods to automate/integrate with SummitAI from central data repositories throughout the organization. Cons SummitAI provides a flexible framework for you to formalize workflow. Adding this formal structure strengthens processes on all side. Review Source Response from SymphonyAI Summit November 17, 2022 Tristan, Thank you so much for taking time to share your experience with SummitAI. We value your review and value the time spent in sharing this with others. We look forward to our continued partnership! IT Support Engineer Used the software for: 3-5 years ### "My Review for Summit AI" December 3, 2022 5.0 This is a daily ticketing tool we use for our company. We never faced any issue and everything went so smooth. Good and effective tool for BAU ticketing. Pros Each and every functionality is so efficient. We have options to customize the reports, catalogs and inventory. Thanks to the look and feel of the application as well, it's quite user-friendly. Cons I feel reports section could have been much comprehensive with ease in finding out what is needed. Switched from [Vivantio](https://www.capterra.com/p/216733/Vivantio/) Vivantio was very difficult to deal with Reasons for choosing Summit No alternatives searched for, this was our direct choice. Happy to say this! Review Source Senior Engineer Used the software for: 3-5 years ### "Summit Review" June 16, 2021 4.0 Overall experience is good but the customer support and testing is really not up to the mark Pros I like the overall design of this software and some features are really good like workflow and ticket routing and the orchestration things Cons Yes there are many actually like the reporting and the custom approval process and few things related to form level changes are very much restricted , except the SR from the other forms are not actually more customizable and the Asset management is not up to the mark, The CMDB does not have the bulk update option , this from the customer side we have already requested but still that has not been delivered almost for 3 years Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) Review Source IT Procurement Used the software for: Less than 1 year ### "Summit AI - Incident/Service Management Review" November 3, 2022 5.0 Pros The best part about this software is how customizable it is. We are only getting started with Summit AI and plan to build on it as we grow. Cons It is complicated. However, anything that is this customizable would be. Once you figure out where to go to tweak things, it's great. I'm still learning. The help search tools help with this. Switched from Wanted a more robust program Reasons for choosing Summit SummitAI was more customizable and the cost Review Source Response from SymphonyAI Summit November 17, 2022 Karen, Thank you so much for taking time to share your experience with SummitAI. We value your review and value the time spent in sharing this with others. We look forward to our continued partnership! Tower Lead Used the software for: 3-5 years ### "SummitAI Product Review" December 3, 2022 5.0 We can measure the SLAs for all tickets and help Customer to understand the time spent on the tickets by analysts to resolve them. Also SummitAI reports helps to find many details of tickets very easily and helps in completing Service reviews Pros CIO Dashboard, Feedback & other reports which gives detailed information on all support tickets Cons Tasks can be added in SummitAI which can be useful when a task needs to be completed as part of a ticket. Review Source System Engineer Used the software for: 3-5 years ### "A Genious Tool For HElpdesk " January 7, 2019 5.0 Excellent experience with this tool, Loved this tool because we have many excellent feature within this tool. Can manage entire thigs in one single tool itself. Highly recommended tool for every one. Pros We are using this tool since before 2012 and I must say it is really an excellent tool for large scale Industries. We are using this tool for IT management and to resolve user's queries. It makes IT management too easy, we can track all the records of raised IT tickets and all related data. we can upload plenty of Knowledge Based documents and other task. We have Incident and Service request category where we can separate incident and new request for any Software/hardware. It makes Audits very easy, we can have all the data within no time as per our requirement. Cons Like all the features and happy to see that Vendor is improving tool and adding new features to it. Review Source SR. GENERAL MANAGER - IT Used the software for: 3-5 years ### "IT Assets Tracking" August 2, 2024 4.0 Pros Features are very good e.g. RAM theft and history of IT assets not in network Cons Integration is not proper sometime there is a lag Review Source Jerry H. CIO Used the software for: 3-5 years ### "Disappointing" April 13, 2022 2.0 ITSM is adequate when it works, but extremely slow! Doesn't support MSP's. The support is not good. Pros Virtually nothing, it was a beast to get up and running and we've struggled ever since. Takes a lot of internal labor to keep it running. Cons The lack of stability, functionality and offshore support Switched from [ScreenConnect](https://www.capterra.com/p/147830/ScreenConnect/) Review Source Ph.D. Student Used the software for: Less than 1 year ### "A best trial experience" June 27, 2022 5.0 In sweet and short words, the experience was fantabulous Pros Easy to develop and utilise this software my business management Cons I felt bit tricky to understand the commands but now I can explain all to my workers Review Source FH Frannie H. Service Account Manager Used the software for: 1-3 years ### "SummitAI review - Denali SP3 version" April 13, 2022 4.0 SummitAI does a great job of tracking incidents, service requests and change requests. Our customer have experienced some issues with performance which have been very difficult to isolate and resolve Pros Summit provides a good set of IT Service Management Tools. Cons It does not include a chat feature for contacting the Service Desk. This feature is available with CINDE, but CINDE can only be deployed for one customer instance. Review Source AT Ajay T. Dy. General Manager - IT Used the software for: 3-5 years ### "Summit made our IT Helpdesk Team Measurable" August 2, 2024 5.0 Overall Symphony Summit is a fantastic tool which manages IT helpdesk & Asset Management at our organization Pros Very good product un respect of functionality like ITSM, IT Helpdesk, Asset Management & CMDB Cons Post go live support is weak and needs improvement Review Source Asst Manager - IT Service Desk Used the software for: 1-3 years ### "The summit tool is pocket friendly, has multi tenant features and tool is easy to configure and cust" September 1, 2017 4.0 We were able to deploy the software globally, since the customization and the support team who worked on the project with us were efficient and similarly this product gave us the competency to get on to the new upgraded platform of ITSM Pros ITIL compliant, feedback of the end users is very well captured through the tool, the summit has the mobility app which helps the end user raise or approve the request on the go. Coding of SLA's is easy and helps us giving the visibility to our end users. As an Admin, I am able to configure the system quickly & efficiently. Cons Few old customs are still followed within the tool, the reporting still needs considerable changes & updation. Few alert mechanism & reminder options which are required are still not in place. The chat bots need to be introduced soon within the tool. Review Source Associate Director IT Services Used the software for: 3-5 years ### "Transform your IT service with SummitAI" May 20, 2021 5.0 SummitAI is a great service vendor. Responsive and willing to help. SummitAI works well in our organization and allows for the automation we need. Pros Ease of installation, ease of use, reliable, and works well for our ITIL process. Cons Some reporting can be tough out of the tool. But, we had some great work arounds and it is not an issue. Switched from Terrible software platform. Reasons for choosing Summit SummitAI ability to work with us and their approach to ITSM. Review Source NW Nigel W. IS Director - Security and Operations Used the software for: 1-3 years ### "Great Partner To Work With And Wide Range Of Functionality Coverage" May 27, 2021 5.0 Great partner to work with Pros Completeness of solution, flexibility and ease of use - vision for the product by SummitAI Cons The work orders are not as mature as other areas although improved functionality overall is being improved all the time Switched from Modern platform, mobile enabled and easy to use - drive to improve customer service and self service Reasons for choosing Summit Functionality - integrated Service Management and Asset Management as well as other modules and TCO Review Source Manager - IT Services Used the software for: Less than 1 year ### "It is a Good tool with numerous featured" August 24, 2017 4.0 My IT Operations, Support and Delivery are monitored, control and regulated thereby able to meet SLA, Expectations and streamline IT Process Pros Process Flow, BI Reports, Integration between various process, Multiple feature and Dynamics Discovery Email Alerts, Notifcations, Escalation Can be customized to have specific Customer requirements Parsing Approval Matrix Customized Change Flow etc Cons \- Mobile App needs to be upgraded. - Linkage in Ticket should be allowed between various Support Group and not one Support Group - Mail Templates should be configurable at Admins End - Asset Dashboard should have the option to filter all assets in one window by Location, Store, Business Review Source L3 Infrastructure support Used the software for: Less than 1 year ### "best ticketing tool." December 14, 2022 5.0 Pros Easy to use, the User interface is simple. Cons Nothing much as of now, everything works well, words won't say much use the tool and you will definitely like it. Review Source AGM AGM Used the software for: 3-5 years ### "A Complete ITSM Tool" May 17, 2017 5.0 Having deployed only for IT Dept , the tool has such a vast capability of configuration that we deployed to all Manipal Global students and other department line viz Facilites, HR , Campus hostel management etc. Awesome focus from Summit top management and always a call away to help us to meet biz needs Pros Feature depth Cons Asset Tool capability was not experienced as good as ticketing tool Review Source IT Administrator Used the software for: 3-5 years ### "Summit ticketing tool review. " December 21, 2018 5.0 Pros Summit tool is very reliable, user friendly and makes assign tasks easy. Cons it would be appreciated if graphics is improved. Review Source Manager IT Operations & Projects Used the software for: Less than 1 year ### "Application has extensive listing of the options in each module. Configuring options is simple." October 4, 2017 4.0 Pros Wide range of forms available in each module. Implementing Change management module was easier than thought. Workflow designed was exactly as requested. Application is easy to understand , configure and utilize. Cons At times one may not get support as expected. Configuration management module still needs some work done, could be in forthcoming releases. Not having Customizing / renaming field option is highly missed. Review Source DGM DGM Used the software for: Less than 1 year ### "It is a good tool for service desk operations. Easy to configure and use. " March 28, 2018 4.0 Helped in streamlining the operations. Pros Simple to configure and use. Has most of the required functionalities expected in such kind of tool. Cons Would like to have the application performance monitoring functionality in the tool. Should give an proactive alter in case a specific application not performing as desired. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.