Symphony SummitAI announced new automation and engagement features in its flagship ITSM solution.
The new features, part of the recent Tahoe release, drive greater service management automations and create seamless service experiences for employees. The new features include a business rule designer, helpdesk ticket auto-assignment, integration with Microsoft® Teams, dynamic forms based on incident context, SMS notifications, and a “tagging” feature so analysts can add relevant information to incidents and service requests.
“Enterprise service providers use Symphony SummitAI solutions to reduce the cost and complexity of their IT management while improving efficiency and productivity,” said Satyen Vyas, CEO of Symphony SummitAI. “The addition of these vital automation features gives service analysts more opportunities and time to do work that makes a greater impact to their organization.”
The business rule designer is built on three layers: trigger, condition, and action. Only once a trigger activates will a condition be set into motion and automatically push an action. The Symphony SummitAI business rule designer has an easy-to-use, low-code/no-code front end so IT departments can configure specific business rules with reduced dependency on administrators and other teams.
The automatic assignment of tickets is based on an analyst’s online availability. It provides the option to now skip the auto assignment of tickets to analysts who have set their status as away, do not disturb, or busy. An administrator can configure a skip status list from the front end to ensure that tickets are getting to analysts who can help right away.
“Over the past year, it has become greatly apparent that IT needs that ability to interact with employees in real-time, no matter what channel that employee is operating on,” said Vyas. “We are consistently looking for new ways for IT to provide seamless service interactions that are either automated through AI or available to employees when and where they want it.”
By creating the tools enterprise service providers need to resolve more issues rapidly and efficiently, Symphony SummitAI creates a frictionless experience for employees when they need it the most. With new employee engagement features, Symphony SummitAI gives employees additional channels and ways to reach IT and achieve faster resolution times.
- Integration with Microsoft Teams allows analysts to interact with users over the Teams platform for remote desktop connects, appointment management, and major incident communication.
- An enhanced version of SMS allows customers to focus on keywords through SMS notification templates for more precise and enriched notifications.
- Dynamic forms based on incident context allow analysts to design context specific questions for different incident scenarios, thereby enabling the end users to provide all the required information upfront.
- New keyword tagging capabilities for incidents and service requests enables analysts to decrease the operations time by finding the desired records in less clicks.
The Latest
Overall outage frequency and the general level of reported severity continue to decline, according to the Outage Analysis 2025 from Uptime Institute. However, cyber security incidents are on the rise and often have severe, lasting impacts ...
In March, New Relic published the State of Observability for Media and Entertainment Report to share insights, data, and analysis into the adoption and business value of observability across the media and entertainment industry. Here are six key takeaways from the report ...
Regardless of their scale, business decisions often take time, effort, and a lot of back-and-forth discussion to reach any sort of actionable conclusion ... Any means of streamlining this process and getting from complex problems to optimal solutions more efficiently and reliably is key. How can organizations optimize their decision-making to save time and reduce excess effort from those involved? ...
As enterprises accelerate their cloud adoption strategies, CIOs are routinely exceeding their cloud budgets — a concern that's about to face additional pressure from an unexpected direction: uncertainty over semiconductor tariffs. The CIO Cloud Trends Survey & Report from Azul reveals the extent continued cloud investment despite cost overruns, and how organizations are attempting to bring spending under control ...
According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...
Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...
IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...
Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...
In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ...
In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...