About SummitAI

SummitAI is an AI-powered IT service management (ITSM) suite that streamlines service and asset management across the enterprise with machine learning and workflow-based automation. As a true multi-tenant solution, SummitAI is deployable both in public cloud and on-premise, with enterprise-wide functions that go beyond IT to include HR, Shared Services, Facilities, and more. Through AI-driven knowledge intelligence, CIOs and service providers can simplify operations and reduce costs while factoring in on-demand scalability.

Leveraging both AI and ML, SummitAI can help IT help desks resolve issues faster, manage the end-to-end asset lifecycle, and identify and isolate potential IT issues. Key features of the SummitAI Service Management suite include incident and service request management, IT asset discovery, server/application/network monitoring, call management, knowledge management, investigation and remediation management, endpoint configuration, audit reporting, and more.

With SummitAI, service providers can offer enterprise employees the ease of talking to a digital agent for resolutions to their technology issues. CINDE (Conversational Interface and Decisioning Engine) uses sophisticated natural language processing technologies to understand the intent of an incident, service request, or a query and respond with personalized messages. Intelligently resolving incoming issues automatically, CINDE eliminates downtime and frees up technology teams to focus on high impact projects. And, when human intervention is inevitable, CINDE will transfer to a live agent to ensure your enterprise moves beyond just providing good service to providing exceptional service, quickly, easily, and in a more personal, collaborative way.

Key benefits of SummitAI

  • SummitAI is an enterprise-class, cloud-based service management suite, ensuring higher service availability, customer satisfaction, and lower TCO.

  • As a true multi-tenant solution, SummitAI is deployable both in public cloud and on-premise, with enterprise-wide functions that go beyond IT to include HR, Shared Services, Facilities, and more

  • Key differentiators include: Operational Intelligence, Runbook Automation, Gamification, Service Assist, Checklists, Skill Pack, Service Catalogs, & SLA Management

  • SummitAI Asset Management provides asset lifecycle management for both IT and non-IT assets from procurement to disposal and also provides application control solutions, driving higher asset compliance and asset control.

  • Manage the data center and access dashboards, alerts and approvals from anywhere through mobile devices.

  • Devices

    Business size

    S M L

    Markets

    Australia, Canada, China, India, Japan, United States

    Supported Languages

    Chinese, English, Japanese

    Images

    Incident management
    Agent dashboard
    Knowledge management dashboard
    Asset management
    Change management
    Change management workflow
    View 7 more
    SummitAI video
    SummitAI screenshot: Incident management SummitAI screenshot: Agent dashboard SummitAI screenshot: Knowledge management dashboard SummitAI screenshot: Asset management SummitAI screenshot: Change management SummitAI screenshot: Change management workflow

    Features

    Total features of SummitAI: 119

    • API
    • Access Controls/Permissions
    • Activity Dashboard
    • Activity Tracking
    • Alerts / Escalation
    • Alerts/Notifications
    • Applications Management
    • Approval Process Control
    • Archiving & Retention
    • Asset Management
    • Asset Tracking
    • Audit Management
    • Audit Trail
    • Authentication
    • Auto-Responders
    • Automated Routing
    • Automated Scheduling
    • Availability Indicator
    • Availability Management
    • Barcode / Ticket Scanning
    • Benchmarking
    • CRM
    • Call Center Management
    • Categorisation/Grouping
    • Change Management
    • Charting
    • Chat/Messaging
    • Client Portal
    • Compliance Management
    • Compliance Tracking
    • Configurable Workflow
    • Configuration Management
    • Contract/License Management
    • Corrective and Preventive Actions (CAPA)
    • Cost Tracking
    • Customer Activity Tracking
    • Customer Complaint Tracking
    • Customer Experience Management
    • Customer History
    • Customizable Branding
    • Customizable Fields
    • Customizable Forms
    • Customizable Reports
    • Customizable Templates
    • Dashboard Creation
    • Data Import/Export
    • Data Visualization
    • Document Storage
    • Drag & Drop
    • Email Management
    • Email Templates
    • Employee Self Service
    • Estimating
    • Event Logs
    • Event Management
    • Event Triggered Actions
    • Feedback Management
    • Fixed Asset Management
    • Gantt/Timeline View
    • Goal Setting / Tracking
    • Help Desk Management
    • IT Asset Management
    • IT Asset Tracking
    • Incident Management
    • Interaction Tracking
    • Inventory Management
    • Inventory Tracking
    • Knowledge Base Management
    • Lead Distribution
    • Lifecycle Management
    • Live Chat
    • Macros/Templated Responses
    • Maintenance Management
    • Maintenance Scheduling
    • Mobile Access
    • Monitoring
    • Multi-Channel Communication
    • Multi-Location
    • Multiple User Accounts
    • Network Monitoring
    • Online Catalog
    • Password Management
    • Performance Metrics
    • Prioritization
    • Problem Management
    • Procurement Management
    • Project Management
    • Project Time Tracking
    • Project Tracking
    • Project Workflow
    • Projections
    • Purchase Order Management
    • Real Time Reporting
    • Real-Time Chat
    • Release Management
    • Remote Access/Control
    • Reporting & Statistics
    • Reporting/Analytics
    • Requisition Management
    • Role-Based Permissions
    • SMS Messaging
    • SSL Security
    • Scheduled / Automated Reports
    • Self Service Portal
    • Service Catalog
    • Service Level Agreement (SLA) Management
    • Social Media Integration
    • Supplier Management
    • Support Ticket Management
    • Support Ticket Tracking
    • Surveys & Feedback
    • Task Management
    • Third Party Integrations
    • Ticket Management
    • Timer
    • Timesheet Management
    • User Management
    • Workflow Configuration
    • Workflow Management

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    Reviews

    Overall rating

    4,4 /5
    (10)
    Value for Money
    4,6/5
    Features
    4,3/5
    Ease of Use
    4,7/5
    Customer Support
    4,1/5

    Already have SummitAI?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 10
    Sunil K.
    Overall rating
    • Industry: Computer Software
    • Company size: 51-200 Employees
    • Review Source

    Overall rating

    Reviewed on 2018/01/24

    Atul M.
    Overall rating
    • Industry: Defense & Space
    • Company size: 10 000+ Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    A Genious Tool For HElpdesk

    Reviewed on 2019/01/05

    Excellent experience with this tool, Loved this tool because we have many excellent feature within...

    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.

    Ashutosh K.
    Overall rating
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    Summit Service Desk - Help us to improve user experience and ease of workflow.

    Reviewed on 2017/02/17

    We deployed in view of integrated service desk tool with real time monitoring for different...

    We deployed in view of integrated service desk tool with real time monitoring for different tenant.
    Analyst Dashboard , Easy administration help us to achieve highest SLA's ( Response and Resolution). Also, other features are helping us to manage operational activities like other CMDB integrations , recertification's, change mgmt., SMS - Notifications and many more.
    In other hand there is scope for improvement in tool functionalities as well as in support area.

    Meenal K.
    Overall rating
    • Industry: Financial Services
    • Company size: 5 001-10 000 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    The summit tool is pocket friendly, has multi tenant features and tool is easy to configure...

    Reviewed on 2017/09/01

    We were able to deploy the software globally, since the customization and the support team who...

    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.

    Michael K.
    Overall rating
    • Industry: Chemicals
    • Company size: 1 001-5 000 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    It is a Good tool with numerous featured

    Reviewed on 2017/08/23

    My IT Operations, Support and Delivery are monitored, control and regulated thereby able to meet...

    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

    Showing 5 reviews of 10 Read all reviews

    SummitAI FAQs

    Below are some frequently asked questions for SummitAI.

    SummitAI offers the following pricing plans:

    • Starting from:
    • Pricing model: Subscription
    • Free Trial: Not Available

    SummitAI Platform: Annual Subscription On-Cloud or On-Premise SummitAI Service Management: Basic, Professional & Enterprise versions • Per 'Named' Resolver Agents or Per 'Concurrent / Floating' Resolver Agents • Optional Plugins for Gamification & Runbook Automation SummitAI Asset Management: • Per IT Asset / Per Non-IT Asset to be managed • Plugin for IT Asset Controller SummitAI Availability Management: • Per Number of Managed Points

    We do not have any information about SummitAI features

    SummitAI has the following typical customers:

    201-500, 501-1 000, 1 001+

    SummitAI supports the following languages:

    Chinese, English, Japanese

    SummitAI supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    SummitAI integrates with the following applications:

    Amazon CloudWatch, Amazon EC2, Azure Active Directory, Cisco Jabber, Cisco Webex, Eventgrid, Facebook, Flexera SaaS Manager, GitHub, Gmail, JIRA Service Management, Jira, Microsoft 365, Microsoft Azure, Microsoft Excel, Microsoft Teams, Nagios Network Analyzer, NetSuite, NetSuite OpenAir, Oracle PeopleSoft, SAP BusinessObjects Business Intelligence, SAP SuccessFactors HCM Suite, ServiceNow, Slack, SolarWinds Backup, Tivoli Service Request Manager, Twilio Voice

    SummitAI offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

    Related categories

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